Eze Castle Integration

Eze Global Support Desk

24x7x365

At Eze Castle Integration, we understand that technology is not infallible—unforeseen questions and issues will undoubtedly arise. These issues need immediate attention to keep a firm up and running at full capacity, especially for clients operating in the fast-paced financial markets.

That is why our full-service Global Support Desk is available to clients around-the-clock, providing real-time responses to any IT issues or questions.

The fully-staffed 24x7x365 Eze Castle Global Support Desk ensures that each client issue is given priority and resolved in a timely manner. With years of experience behind them, Support Desk engineers and analysts are extremely knowledgeable and well-versed in handling any IT issues an investment firm may encounter. 

Highlighting the depth of our support organization, 

  • Eze Castle’s Support Desk team consists of 40 individuals, including analysts, associate analysts and resource coordinators;
  • Teams are located across three continents and based in our New York, London and Singapore Support Centers;
  • Our Support Desk handles an average of 3,400 calls and processes approximately 3,800 tickets each month; and
  • We also won the prestigious Help Desk Institute Team Excellence Award in 2012 based on our outstanding client service.

Global Support Desk Features

Help Desk - 24x7x365Staffed 24x7x365 by knowledgeable Eze Castle engineers based in
New York, London and Singapore

 

Help Desk - Remote AccessibilityRemote accessibility of client PCs, servers and networks to troubleshoot and resolve incidents in real time

 

Help Desk - IT professionalsIT professionals with expertise in networking, security,
telecommunications and applications

 

Eze DR - centralized ticketingService Management System allowing centralized trouble ticket tracking and reporting for streamlined client support and rapid problem resolution

Help Desk - NOCNetwork Operations Center (NOC) using enterprise-level tools for real-time monitoring, alerting and management of client environments

 

Help Desk - ReportingWeb-based incident reporting and status tools
for end users


Help Desk - Client AdvocateCentral resource and client advocate in addressing issues with third-party applications or services

Our Award Winning Team is Here for You

Who Sits at the Eze Castle Support Desk?

Under the direction of our Director and Associate Director, our team members work cohesively to provide seamless client support on a round-the-clock basis. The Desk is staffed by:

  • Support Desk Managers: The Support Desk managers oversee our 24x7x365 Global Support Desk team, including our associate analysts. They create processes and protocols for the team to follow to ensure our support standards remain high.
     
  • Support Desk Analysts: The Support Desk analysts ensure proper technology operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give live, hands-on help at the desktop level.
     
  • Resource Coordinators: The Support Desk resource coordinator’s role is to maintain the Eze Castle field engineers’ calendars and manage their availability, while providing high-level resource support to our analysts, project managers and clients. The Support Desk resource coordinators are responsible for the dispatching and calendar management of 150+ engineers as well as coordinating and organizing resources for our project management team.
     
  • Maintenance Team and Technical Reporting Analysts: This group is tasked with keeping our client service standardized by following an approved technical checklist to perform proactive maintenance for clients in every region. If something is found to be amiss, they escalate the matter to have an engineer investigate and resolve the issue.