Managed IT Services

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.

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All of our engineers are UK-based, whether they’re in or out of hours. The majority of our engineers also either work in Central or Greater London. As a result, they’re intimately aware of IT best practices specific to the area, alongside the IT movements of London’s tech-first companies.

It’s worth noting, some of our UK-based engineers and operational staff work remotely on a permanent basis.

We are currently answering calls within 3 rings, but contractually we agree to an SLA of up to 80% of calls answered within 60 seconds.

Our response time is within 2 hours. However, if you expect more urgent needs, you can reduce this response time to just 15 minutes, with our OOHP bolt-on.

Managed IT services (often referred to as MSPs, IT service management, or simply ‘managed services’) involve a suite of outsourced IT support and management. These are often used to streamline business operations, improve internal productivity, reduce team overheads, and ensure that in-house technical resources are only spent on the most valuable tasks.

Our managed IT services are fairly expansive, including IT strategy and budget support, remote and onsite IT support,  round-the-clock service desk support, infrastructure management and monitoring, and access to a fleet of qualified engineers. For a detailed breakdown of how we can help your business specifically - it’s best to get in touch.

There are a lot of benefits to managed IT services, from cost savings to a proactive approach designed to protect the integrity of your business. You can expect greater control over your tech budget, meticulous monitoring and maintenance, specialised knowledge (spanning cyber security, network management, cloud computing, and more), advanced security strategies, the ability to scale your operations, and day-to-day productivity for your IT-empowered team.

Traditional managed IT services can have unwanted trade-offs. For example, having outsourced your IT operations, you may feel your business lacks a representative “on the ground”. At Lyon, we ensure that’s not the case, with a dedicated account manager who understands your business and its immediate needs. They’re on hand to handle ticket escalations, purchasing and procurement, IT budgeting, IT strategy, and account management meetings. They also pay close attention to the overall health of your account - all year round.

Consider your account manager as the linchpin to the functioning of your managed IT services, and a comms channel through which you can get the most out of your outsourcing.

Fixed site visits provide a scheduled time window where a member of the engineering team will be present at your offices for deskside support.

These packages can range from half a day a month to a day a week and will depend on the specific needs of your business.

If you’re unsure of how much time you might need, it’s best to chat with your account manager and work out a plan. Think about the complexity of your systems, the internal expertise of your business, and the reasonable level of support needed to ensure your business can maximise its productivity.

We operate 24 hours a day, 7 days a week. This means you’re guaranteed round-the-clock access to qualified engineers, to ensure issues, downtime, and service halts are kept to a minimum.

One of the main benefits of partnering with us is that we only serve businesses in the creative industry. This means that our engineers are regularly exposed to software familiar to your sector while experiencing the same issues, errors, and solutions of sector-specific challenges.

By learning from scores of creative companies, we’re able to take a laser-focused, and informed approach to managed IT services. We’re more likely than broad specialism businesses to diagnose and identify solutions in a shorter time frame, with our engineers honing their skillset specific to your needs.

We work with your software day-in-day-out, know how to interact with it, are up-to-date on its shifts, and know how to help you get the most out of it.