Calyx makes major investment in 24/7 IT Service Desk

Calyx has announced the launch of an enhanced in-house 24/7 Service Desk, increasing its customer support capacity by 200 hours per week. The investment comes following a consultation with its customers and means that as a result, Calyx is now able to address customers’ overnight IT problems immediately and carry out planned updates and other essential activities without disrupting the working day. The new desk will also help enhance Calyx’ services to customers with international requirements as support will now span all time zones.

“We’ve built our whole business around listening to our customers’ needs and providing a service that meets and exceeds their expectations,” said Steve Clark, CEO. “The new desk further enhances our offering, helping us resolve issues more quickly and ensuring we can always deliver optimum support. Our customers benefit from knowing their IT is in good hands around the clock, allowing them to focus exclusively on their core strategic objectives.”

The new service has been spearheaded by Calyx’ Head of Support, Lynda Wieland, a member of the company’s senior leadership team and a highly-experienced IT services specialist.

“24 hour IT infrastructure monitoring and resolution came out as a top priority in our most recent customer consultation and we have responded accordingly with this major investment,” said Ms. Wieland. “With growing globalisation, it is no longer acceptable for support to only be available within a UK time zone or for UK customers to have to wait for the next day if a problem occurs because a service desk is closed. Likewise, companies can no longer afford to factor in downtime every time a fix or an upgrade is needed.”

She explained that Calyx did investigate outsourcing the out of hours service, but came to the conclusion that customers would be better served by extending the existing Calyx desk. “We know our customers well and believe that by retaining complete ownership of our relationship with them, we enhance that relationship and are better able to ensure the consistency and quality of service they expect from working with us.”

The launch of the new desk is also good news for Calyx employees. The company has already made four internal promotions and increased its overall headcount to resource the service.

According to Clark, “delivering this service ourselves not only ensures we keep customer knowledge in-house but it has also created a clear career progression path for employees. Customers are happy with the new arrangements and staff are too. It’s a real win-win situation.”