Our service desk engineers operate around the clock available to assist you with all incoming queries and requests, from password reset, software installations, computer slowdowns, printer jams and many more. Lyon has a strong reputation for providing first class technology support services in London. Our services are immediately available round-the-clock, delivered by highly qualified IT specialists.
Assisting your employees in person carries a convenience, both for the user and the engineer. Onsite visits whether combined and offered in the form of occassional regular fixed visits or delivered on a as-and-when basis strengthens the relationship between the engineers and your team over time. Therefore, in addition to our IT service desk services in London we offer regular and fixed site visits to all of our clients.
Our network operations centre, otherwise abbreviated to NOC, is a monitoring platform that checks in with your infrastructure systems in real time and provides feedback to our engineering via sophisticated alerting system. This in turn allows our team of engineers to proactively monitor, maintain and patch a variety of hardware and software solutions around the clock.
Client Relationship Management
As part of our ongoing efforts to improve our relationship and service from an early stage we introduced a dedicated point of contact to cater for all clients needs and to ensure their satisfaction throughout the period of our relationship is achieved. They play a pivotal role in ensuring our customers are looked after and are provided with an unparalleled experience with us.
What are the benefits of having an account manager appointed to our account?
Account managers at Lyon are responsible for caring for all client needs. These needs range from ticket escalations, purchasing and procurement, IT budgeting, IT Strategy, monthly/quarterly account management meetings and to overall ensure the health of the account throughout the year. The account managers otherwise act as a central point of communication for all escalations.
What is the different between inclusive onsite support services and fixed onsite support services? How regularly do these visits take place?
Inclusive onsite support service is offered with all tiered agreements and allows the engineer to attend the client premises where an issue can not be fixed remotely. Depending on the nature issue and the applicable service level agreements associated with each Tier the attendance will be facilitated within 30 mins and up to 3 days.
In contrast fixed site visits provide a schedule time window where a member of the engineering team will be present at your offices for deskside support. These packages range from half a day a month to a day a week and depend on the requirements of the business.
Are all of your daytime engineers UK based? Does this also apply to your out of hours team as well?
Yes that's correct. In fact all of our engineers whether in-hours or out-of-hours are all UK based with the majority working in and around London. We do however have a few engineers and operational staff that are UK based and work permanently remotely to the office.
What sort of response times do you achieve with your out of hours support service? How late can we possibly contact you?
Currently we are answering calls within 3 rings, but contractually agree an SLA of up to 80% of calls answered within 60 second answer time. Our response time is within 2 hours. This can be reduced to under 15 minutes with the OOHP bolt-on. The service operates 24x7 around the clock and the engineers are readily available to answer your calls.
How familiar are your engineers with our industry and the sector specific software that our staff use?
One of the main benefits of partnering with Lyon is that we only serve businesses in the creative industry. This in turn means that most of our engineers regularly are not only exposed to the same software but also have experienced the same issues, errors, solutions and outcomes elsewhere and it's more likely for them to diagnose and to identify the solution in a more reasonable time windows. Furthermore most of the engineers are specifically trained by our senior engineering team on how to interact with creative industry software and solutions which allows us to remain up to date with the industry consistently.
What our clients say about us!
Global Stationery Start-up
I've been lucky enough to work with Lyon Managed Services for a few years now. Amin and the team always offer amazing customer service, fast response times and plenty of patience when dealing with whatever kind of query I may have.
Claire (Office Manager)
Global Stationery Start-up
Over the last eight years they have provided all the needs of our expanding business, here in the UK and as well as in two overseas locations, in a very seamless and professional manner. Many a times they have very professionally and competently dealt with some very complex issues involving our virtual setup, Refinitive and Reuters platforms. We are always impressed by the depth of knowledge of their staff but especially the knowledge and experience of their founding partners whom are always promptly available.
Not for Profit
We engaged with Lyon at a time when our server had crashed, and our previous IT had thrown in the towel. Unbeknown to them it was a behemoth of a job however they managed to restore everything back to normal within days. Since then we’ve been looked after by them regularly and can’t recommend them enough.
Ann‐Marie (Operations Manager)
Not for Profit
I'd like to thank all at Lyon for your work this year- if you'd told me 12 months ago that the entire office would be working remotely, I don't think I'd have believed it would have been possible, let alone relatively smooth and productive. So thank you for moving so swiftly to get us set up in March, and the support ever since. Please do pass on my thanks to Tom and the rest of the team.