hero Remote Monitoring & Help Desk

Remote Monitoring & Help Desk

Synergy IT Solutions' Remote Monitoring Service (RMS) gives you the confidence of knowing that your network is under the watchful eye of our knowledgeable support engineers 24/7/365.

From the client and through infrastructure and servers, to the edge of applications, RMS from Synergy provides the most complete management services available. We use powerful software to manage and monitor your network and to alert us when problems occur. RMS constantly collects data through inspection and monitoring to identify any potential network problems in real-time. RMS also provides our engineers with the ability to resolve problems remotely and, if necessary, dispatch field engineers to your site.  

It all helps us isolate issues, provide advanced warning of potential service problems, address problems quickly, and, most importantly, enhance uptime for your users.

Synergy will install a virtual or physical device and configure thresholds and parameters to provide:

  • Management and monitoring of critical network operating parameters
  • Management and monitoring of file server and network device performance
  • Failure prevention of business-critical systems
  • Prediction of component failures
  • Monitoring of infrastructure equipment
  • Remote problem resolution
  • Monitoring of backup jobs

Remote Monitoring Services include:

  • 24/7 up/down monitoring
  • 24/7 alert responses based on agreed upon thresholds
  • Monthly outage and on-demand performance reports 
  • Single Network Management Protocol (SNMP) monitoring
  • Storage of switch/router/firewall configurations (with equipment SA contracts)
  • Trends analysis
  • Access to Synergy tools for monitoring and IT documentation


Help Desk Services

Located in Buffalo, New York, Synergy’s leading-edge Help Desk is the cornerstone of virtually all of our services, as well as a vital part of our commitment to delivering end-to-end support. We provide end-user support for software application and desktop hardware issues, as well as complete help desk outsourcing. Using a dedicated Automated Call Distribution (ACD) queue, we’re able to answer each call as your representative 24 hours a day, seven days a week, regardless of call volume. Supporting calls from across North America, our Help Desk maintains an average:

  • First-call resolution of 80%
  • Response time of less than 45 seconds
  • Abandoned call rate of less than 5%

The Help Desk has experience serving a wide range of customers, including a number of Fortune 500 companies, receiving and responding to thousands of calls and incidents every month.

Highly Qualified

Synergy’s frontline analysts adhere to industry-standard call center structures and hold industry-standard certifications.

The Outsourcing Advantage

Synergy offers help desk outsourcing for customers who need certified support technicians, but want to avoid the high costs of creating, training, and maintaining an in-house team. Our Help Desk can be a direct extension of your organization, with support that’s transparent to callers.

Realized Benefits 

  • Increase your end user help desk service while eliminating your internal costs for call center operations.
  • A knowledge base is built and maintained for each customer to provide our analysts with client-specific information to assist in call resolution.
  • Synergy’s proven client onboarding process helps ensure the highest levels of quality and service.
  • The Help Desk is trained to provide expertise for troubleshooting and resolving a variety of hardware, operating system, and application issues for servers, desktops, laptops, and mobile devices.
  • If the incident can’t be resolved remotely and requires a service call, the Help Desk will dispatch a Synergy technician to the user’s location (if covered under the customer’s service agreement).

The Support You Need 

Synergy's Help Desk Services include remote support, diagnosis, and resolution for workstations, hardware peripherals, and network connectivity issues including password resets.

Creating Efficient and Successful Resolutions

The Help Desk will troubleshoot the end user’s issue and attempt to diagnose and remediate the problem during the first call. If the issue cannot be resolved on that call, the Help Desk will escalate the incident to a secondary level and inform the end user.

Contact us to learn how Synergy can help you