ITSM for life sciences

IT service management (ITSM) and helpdesk support for biotech and pharma

Sage partners with Biotechs to provide IT service management customized to their specific needs and able to easily adapt as your needs evolve. Sage has over 23 years of successfully providing proactive and responsive end-user support, and management of their devices to ensure your data is protected and keeping your staff productive.

For larger clients with an internal IT team, Sage can provide ITSM support including managed IT helpdesk, PC depot and managed network infrastructure support services so that the internal team can focus on higher level tasks trusting their end points, systems and network are being patched and maintained, and their staff are getting the support they desire.

• For smaller clients without an internal IT team, Sage can provide end-to-end support of your information technology including CTO consulting on your technology options and best practices to optimize the security, reliability and performance of your systems and maximize your ROI in technology.

The benefits of utilizing Sage’s ITSM and managed helpdesk support services are having a single point of contact to resolve all IT related service tickets promptly and efficiently from your leadership team and staff. Sage will work with either your existing ticketing system (e.g ServiceNow) or Sage’s ConnectWise Ticketing System to provide access and visibility into the status of tickets and build workflows to escalate tickets to your internal or external teams that are Subject Matter Experts (SMEs) on a system or application.

The goal is to form one IT team with a seamless process that is time and cost efficient to resolve tickets expeditiously and provide transparency and reporting into the handling of all tickets (e.g., SLA Performance, First Touch Closed rate, Completed Tickets).

Sage's ITSM support includes a full range of options:

• Managed IT helpdesk, lab IT support, PC depot, managed security and infrastructure
  Our helpdesk support team is 100% US based and fully staffed with level 1-3 technicians. Our capabilities include level 1 service desk, deskside support, lab IT support for validated systems, managed security, managed network infrastructure, PC depot and lifecycle management services so your team can focus on higher level tasks.
• Managing the onboarding and offboarding process for new hires and exiting staff
  Sage will customize our onboarding and offboarding processes to your unique needs so that new hires are ready to work and productive on day one, and exiting staff have their access removed, are taken out of AD and/or InTune, have their devices wiped for reprovisioning or managing the e-waste process.
• Microsoft 365 security consulting
  Sage is a Microsoft Certified Cloud Partner and CSP with enterprise expertise managing and optimizing our clients’ security posture using Microsoft Identity/Secure Score to ensure your security stays hardened and current relative to best practices.

Optional services include:

• Hosted VoIP phone system.
  Our hosted VoIP service includes onsite support, customizing the system to the needs of your company, configuration, implementation, training and unlimited support for the system and your end-users for less than traditional premise based phone systems cost.
• Evaluation of primary and backup internet connections.
  Sage partners with AT&T and other LECs on the wholesale side to be a single point of contact for customer service, technical support and billing. Project management is included for circuit ordering, provisioning and turn-up.
• Low voltage infrastructure expertise.
  Our cabling division, WIP has 20+ years of experience with enterprise-level network and cable system design and installation. Project management comes with each project to ensure it is completed on time and on-budget with timely status updates.
• Video surveillance integrated with access control.
  Through our partnership with Avigilon and Seek Thermal. We can assess the needs and help with system design, implementation and ongoing support to help with your access control and video surveillance needs.
• A/V design, integration and support capabilities for conference rooms.
  Our partnership with Crestron includes the capability to provide proactive management of the A/V systems with remote monitoring, alerting and reporting to manage your conference rooms.