Add Strategic Value

Let your internal IT team focus on more strategic projects by outsourcing your service desk functions to SWC.

How is IT’s Time Spent?

Managed Service Desk

Stop Fighting Fires

Companies are looking for creative alternatives to solving their business challenges. Many organizations have found success outsourcing their service desk functions to SWC, realizing internal IT team’s time is better spent working on more strategic, value-added projects for the business.

Invest in the Future

Technology touches every layer of the business. Top-performing organizations realize teaming up with a Managed Services Provider is the solution to meeting increasing business demands on IT. Provide 24×7 coverage, improve responsiveness, and ensure your company’s future growth is supported.

Outsource Local Expertise

SWC’s local team of IT experts ensure the highest level of service delivery through customized solutions designed to fill the gap of IT skills and coverage required to keep up with the increasingly complex technologies required to run today’s business.

"The thing that set SWC apart for us was the way they immersed themselves into our business. SWC came on-site and worked closely with our business users to understand how they did their day-to-day work.”

Client Success

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What To Expect

As part of SWC’s Enhanced Managed Services offering, we provide locally outsourced service desk in order to centralize all support calls, provide 24×7 coverage, improve responsiveness and service levels, and ensure your company’s future growth is supported. Many mid-market organizations have found success in outsourcing their service desk functions to SWC, realizing their internal IT team’s time is better spent working on more strategic, value-added projects for the business.

Here’s an overview of what SWC’s managed service desk team can do for your organization:

  • Receive, document, and troubleshoot in-bound user requests
  • Create tickets as a foundation for issue-tracking and resolution
  • Triage issues to determine appropriate escalation
  • Resolve issues through client interaction and/or using remote support tools
  • Identify appropriate solution point for hardware, software, and network issues
  • Support end user devices and software packages
  • Manage administrator system accounts and passwords
  • Escalate as necessary and follow issue through to resolution
  • Provide 24×7 live support
  • Centralizing and tracking of all incidents which will provide data on the frequency and types of issues which are commonly reported and enable the resolution of root cause problems
  • Analyzing the needs of the users at a holistic level which will drive recommendations to improve their productivity and efficiency
  • Removing the distraction of handling the majority of the Level I help desk support requests which will free up the internal IT team to work on more strategic, value-added projects

SWC offers a comprehensive set of services covering all facets of IT support. We can provide fully outsourced IT services or complement an internal team through the following:

  • Service Desk – remote or on-site user desk support, workstation/asset management
  • Enterprise Network Operations – 24×7 monitoring, management, and production support for IT infrastructure
  • Advisory Services – IT Service Management consulting, strategic roadmap development
  • Enhanced Managed Services – monitoring, management and dedicated expertise for Exchange, Lync/Skype for Business, Office 365, SharePoint, SQL, and Security

Clients often first consider managed services after some type of painful event occurs – unexpected outage, IT staff turnover, etc. The process starts with a discussion around business requirements and pain points and the gaps that need to be filled. SWC then develops a customized solution that meets the immediate need and provides a comprehensive plan for transitioning support to our team. The goal is to minimize risk and ensure service continuity to the users and business operations.

A key step in any outsourcing relationship is the definition of roles and responsibilities and a framework for delivering support. Components of the framework include the definition of processes and procedures including Incident, Problem and Change Management. With a defined structure in place, proper training, and a tool to manage the process, SWC successfully co-manages many IT environments with its clients.

Leveraging the collective experience of the SWC team has proven to be of great benefit to our clients. Not only will we intimately know your environment, we’ll invest to understand your business goals. We’ll then develop a strategic roadmap that identifies the solutions, including estimated budget and dependencies that will ensure that those goals are met and position the company for future growth.

Since beginning managed services more than 10 years ago, we focused on delivering the highest value of service and support to our clients. Our contracts include 30-day cancellation which has resulted in a win-win for our clients. We’re able to more easily adapt to the changing needs of services over time and our team is incentivized every month to provide the best service and support possible.

WHITEPAPERThe Mid-Market Movement Towards IT Outsourcing

Organizations are finding it increasingly difficult to manage their ever-changing IT systems. See how Managed IT Services addresses some of today’s biggest challenges.

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SWC Managed Services Help Desk