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Managed IT Services

 

When your operations and staff experience minor to major issues on your IT infrastructure, it hurts your ability to be productive. This is true, especially for widespread problems extending beyond the capabilities of existing technical support. To mitigate this, MYJEN Consulting LLC offers managed IT services to complement our comprehensive IT support to enhance our customers' capabilities.

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Our service desk contributions are essential to our customer support model. As the primary point-of-contact (POC), our service desk provides multi-tier incident and request management resolution via desk-side or remote access support. The service desk team ensures proper categorization, prioritization, and documentation of all monitored and reported end-user-provided systems. In addition to our service desk team being the POC for managed IT services, all tier 1 support will be provided to resolve incidents and requests on the first contact. Tickets will be provided to tier 2 and tier 3 support teams and subject matter experts (SMEs) if required.

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Managed IT Services include the following:  

  • Skilled tier 1, 2, and 3 SME and technical support personnel for 24/7/365 hardware and software break-fix support

  • Best-in-class incident and problem management in adherence to ITIL methodology

  • Timely delivery of resolutions with preventative action of incident recurrence

  • Integrated incident management structured to build a knowledge base (KB).

  • Problem management resolution by identifying trending incidents with similar issues

  • Incorporation of CMDB to recognize the cascading impact of incidents during root cause analysis (RCAs)

Benefits

  • One single point-of-contact for 24/7/365 IT-managed service calls

  • Service desk support via desk-side and remote access support

  • Professional ticketing service with tracking and updates associated with the CMDB.

  • Automation of the ticketing process through the promotion of policy and procedures

  • Self-service portal with knowledge base articles to serve as tier 0 support for end-users

  • High availability of IT assets accessible for on-demand audit reviews

  • Delivery of service-level agreement (SLA) and reports​

 

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