How do we do it?

With Flexible Support our clients have the ability to decide support on a service by service basis rather than have Kosnex take complete control and responsibility.

With Flexible Support clients can, in effect, pick and choose from a menu of our services, enhancing their in-house team with Kosnex expertise, as they see fit. We offer a wide range of IT services (hyperlink to IT Services) that we can tailor to your needs.

In addition, for some clients we advise on Business Intelligence Solutions (hyperlink to Business Intelligence Solutions). Here, our advice helps management teams to make more of the data they hold, to facilitate better-informed decision making. We also offer advice and implementation of telephony technologies, integrating them with existing data networks, to deliver fully integrated and CRM-focused solutions.

The key point for Flexible Support is that you decide what service you need and when you need it.

The Kosnex Service

Kosnex user support is delivered by a dedicated team of Service Desk engineers, providing telephone and remote support. This team is augmented by a highly qualified team of Field Engineers who visit client sites as scheduled or as need be, depending upon the client's service.

Some clients opt for an All Inclusive contract, in which monthly fees are fixed. Others opt for Variable Rate agreements, where fees vary according to demand and usage. Overall, we aim to offer flexibility.

In the Flexible Support solution clients retain us to augment an in-house IT function. Beyond this, we tailor individual support agreements to suit individual clients and their organisational requirements.

Some want regular on-site visits included. Others do not. Some want our engineers to have remote access to user's machines. Again, others may not need this facility. Some clients (with their own in-house IT resource) use Kosnex to deliver first-line user support, escalating calls to an internal team, designed to deal with issues that cannot be resolved via an initial call.

All Kosnex engineers are trained to communicate effectively with individuals at all levels of technical understanding. As well as being highly trained themselves, our engineers also help to identify individuals who may need IT-related training which would improve their individual effectiveness and productivity.

The Kosnex Approach

Above all, we recognise that supporting people is as important as supporting technology. We believe passionately in the importance of quality people, delivering a human-to-human service:

Qualified Staff.
All calls are answered by qualified Service Desk engineers. We do not employ "call-loggers" whose only job is to take a message.

Resolution Times.
We resolve 85% of problems in 30 minutes or less.

Client Convenience.
Engineers can be scheduled to your convenience not the other way round.

Feedback related Bonuses.
Clients are given the option to feed back personally on all interactions, and this feedback directly impacts on engineers' monthly pay.

Indentifying Training Requirements.
We help to identify user training requirements for our clients, increasing productivity and helping to minimise ongoing support costs.

Overall Kosnex is passionate about enabling customers to focus on their strengths; confident in the knowledge that their IT systems will reliably support them and their colleagues in their business pursuits. This has been our focus since the start and we believe we are becoming quite good at it.

If you are serious about getting value from your current IT systems, or you're looking for ways to keep your business ahead of the competition, you will be amazed at how Kosnex can help.