Support services have been one of Symphony’s major strengths and we service some of the most complex and mission-critical IT infrastructures in the East African region. We are headquartered in Nairobi, Kenya with fully owned subsidiaries in surrounding East African countries.
With over 35 years of experience in the African market, we are well acquainted with the corporate IT services deployment and management. We are experienced and enjoy necessary resources and skills to rapidly ramp up to fully deliver services as per the SLA.
Symphony’s Support Services Department has systems in place for Service Desk Management, HelpDesk/CallCentre Management, which includes; problem tracking and resolution, Service Level Agreements (SLA) preventive maintenance alerting and scheduling, etc. Engineers are equipped with mobile communications to enable them to communicate with Head Office while in the field and to direct them efficiently to answer the next service request. This ensures speedy response to all customer calls and especially to those customers requiring mission-critical and off-hours service.
We offer different support coverage levels to customers based on criticality of equipment/ applications.