Let’s face it – none of us like having to deal with the IT service desk. By the time you’ve decided you need IT support, you’re frustrated by the disruption and the delay.
When you’re an alternative investment company dealing with sensitive client data and financial transactions, often across multiple time zones, the cost of IT disruption is compounded. You hope an experienced engineer will be immediately available to press the right buttons and magically resolve your issue in seconds.
While we can’t promise magic every time, at Tribeca we guarantee that you will have almost instant access to a trained in-house engineer when you contact the Tribeca IT Service Desk, whatever time of the day or night, and wherever you are in the world.
No talking to a robot and waiting hours or days for your ticket to process through the system – we will get you back to business-as-usual as fast as humanly possible.
Alternative Investment Sector Specialist.
As a global IT partner working with hedge funds, private equity and asset management companies since 2006, we understand how important it is that your IT issues are not only dealt with promptly but escalated appropriately from the moment you contact us. Money doesn’t work 9 to 5, and neither do we.
The Tribeca IT Service Desk Process Explained.
We’ve put together this guide to answer some of the most Frequently Asked Questions about our IT support process.
How are IT tickets logged?
Tribeca’s IT Service Desk Team are the first port of call for any IT issue. Our Service Desk team are all experienced, trained Tribeca staff members based at our UK Head Office, and are adept at handling between 50 and 200 tickets per day.
While resolution time will vary depending on the complexity and scale of the issue, having an in-house team means we can swiftly identify the right process as well as know when to escalate and who to escalate to.
What is the escalation process for IT issues? What sort of time scales are we talking about?
We offer a contract guarantee that we will respond and be on site within two hours for any business-critical events (during core hours). We also have an alert process with auto-escalation to Tribeca senior management for your most critical systems.
Even relatively minor IT issues are typically dealt with speedily. Our first-line support team are trained to be able to resolve most issues on first contact and to escalate higher priority issues quickly to senior staff.
Can we have monthly reports to show what tickets have been logged then highlight any reoccurring problems?
Of course. As a preferred MSP for hedge funds, private equity, and asset management companies, we know how important it is to be pro-active about your IT support to minimise disruption and reduce unnecessary costs. As well as ensuring you have the best cyber security protection possible, we ensure small IT issues are resolved before they become bigger and more expensive to fix. We provide you with easily digestible reports, as often as you like, and pride ourselves on transparency in our reporting and our pricing.
When and how is your IT support available?
Our Tribeca IT Service Desk is available 24 hours a day, 7 days a week, via calls, emails and our online portal, to provide a rapid response to your IT issues – and our experienced engineers work to a KPI to answer queries within six seconds.
Monitoring systems are at the core of our service as your IT partner, ensuring engineers are ready to respond to alerts at any time of the day or night to protect you from cyber security threats such as data breaches.
We are proud to offer a ‘follow-the-sun’ service so that our clients have peace of mind that their IT needs are taken care of at all times, wherever they are around the world.
We are constantly evolving and upgrading our services to ensure we are on top of the latest developments in financial services technology, from digital transformation to project management and cloud computing.
We have a number of offices in countries that you don’t. Will you still be able to support them and, if so, how?
Our working world is now based on the ability to work remotely, with most businesses operating in the public or private cloud.
We are accustomed to working with clients who have offices in multiple countries and therefore require an MSP that offers a high level of 24/7 ‘follow-the-sun’ support. Whatever the size or geographic reach of your business, we offer the peace of mind that comes with knowing your systems are protected 24 hours a day, 7 days a week, and that we have experienced in-house engineers available around the clock.
How much do Tribeca’s IT services cost?
Our core principle as your IT partner is to give you a fixed monthly rate, with no usage caps or hidden costs, including all remote support required and 24/7 access to our IT Service Desk team.
The video below provides an example of how we calculated the cost of a monthly IT package for a London financial firm with a team of 10.
We strongly believe in making our IT pricing transparent and easy to understand; that’s why we have a dedicated pricing page on our website.
How long does it take to switch IT provider?
We are meticulous about onboarding and IT migration as they are the foundations for developing a trusted, long-standing partnership with our clients. Our processes are as seamless, stress-free and low risk as possible – we can typically migrate your IT services within four weeks with a minimum of fuss or disruption.