Our engagement process uncovers unique way to tailor support agreement

A large accountancy firm in the South East found themselves without their network administrator, leaving no one managing their IT systems. It was essential they maintained consistency, so called us in for advice and some immediate support.

Through the engagement process we fully assessed the company’s issues, running practices and took all their IT requirements into consideration. It became apparent that if we could tailor a support agreement to cover the network administrator’s duties, then the process of hiring a replacement would become redundant. After careful consultation, we put together a unique support solution to see them forward into the future.

The proposal we put forward would not only save them time and expense but would be tailored to the clients need for fast response and maintenance back-up, consolidated by expert advice. What was particularly relevant to our client was that we would provide unlimited, business-hour access to our first line support helpdesk, staffed by engineers familiar with their systems, together with guaranteed 2-hour response times for server issues and 4-hour response times for other problems.

By hiring Trident to manage and maintain its IT systems, the customer benefited from all the capabilities formerly provided by its network administrator but at a significantly lower cost.

The customer says:

  • When a member of our IT support team decided to change careers we looked to Trident to provide an outsourced solution. From day one we have found Trident to be professional, efficient, and trustworthy. When IT is critical to your business you need to have robust systems; Trident work closely with our practice manager to ensure we do. I have no hesitation in recommending their outsourcing solution and other services.