RYAN's IT Service Desk service delivers outstanding results to our clients. We provide transparent, compliant support for campus, geographically distributed, and remote sites with our proven methodology that allows us to meet or exceed our customer's SLAs regardless of their organizational or geographical complexity. RYAN provides service desk agents for daily troubleshooting calls, incident and problem management, and even remote service requests. RYAN employs a full service support model including field service technicians in order to provide Tier 1 to 3 support services to any organization. Our offerings can include the following and are based on each client’s individual goals, objectives and challenges:
Fully Staffed & Certified personnel with 24/7 availability. Service desk will be staffed with Tier 1 and 2 personnel (Tier 3 as defined by client or OEM support)
Onsite/On call Support Staff
RYAN will assign dedicated resources to support onsite issues during normal business hours as well as an on-call roster to support after hour needs when necessary.
RYAN provides a dedicated service desk to handle receipt, update, and disposition of service calls as well as reconciliation of all incidents and problems reported. We regularly conduct Reconciliation of Service Calls Received auditing to ensure accuracy and ongoing SLA adherence. All techniciansare certified to perform break-fix activities in addition optional ITIL, Agile, or similar training as required by each customer. Our staff also support asset management operations while ensuring Continuity of Operations by tracking the stock levels of critical parts and components in order to reduce down time related to hardware outages.
The RYAN Team consists of talented, certified IT professionals with over 20 years experience of providing IT support services. These services include:
Technical Education and Certifications
- Hardware/software troubleshooting and incident resolution
- New hardware installation/staging and configuration (including image installation)
- New hardware/software back office and pilot testing
- New hardware/software deployment and refresh
- Data/software migration
Our team of professionals also participate in ongoing education for leadership, communications, team building, and IT industry trends. Such training and education is provided through seminars, events, webinars, OEM, and vendor education offerings.
RYAN has A+, ITIL, and Agile certified technicians available and we ensure that our new hire technicians are provided with the training and certifications required for each new engagement we undertake.