With a same day fix response of 90%. Our experienced service delivery team will be on hand to offer instant technical support for all your IT needs.
You have enough to contend with IT does not have to be another headache to add into the mix. We use the latest and most effective service desk software which is aligned with service level agreements, to ensure you receive the right level of response as soon as you submit a support ticket.
With our Help Desk Support you can benefit from
- Around the clock status monitoring
- Available patch management and upgrades as required
- Eliminate the requirement for ‘manned’ support
- Remote and onsite equipment maintenance
- Less dependency on internal resources
What To Expect From a Support Package
Proactive maintenance of your systems is crucial. That is why our service management software is equipped with the ability to address routine tasks such as
- Time monitoring and Status reporting
- Incidents and service requests logged and responded to in line with industry standard SLA response times.
- Desk ticketing software used categorises the immediacy of an incident or threat and proactively alerts our team to the issue.
- Real-time monitoring
- Audit trails to resolve your issues in a timely and efficient manner.
- An update of work undertaken and whether the support request or issue has been thoroughly resolved.
Many of our customers request a weekly or monthly report of tickets that have been submitted and this allows you to view in detail the types of tickets which have been submitted, the resolutions and duration spent on an issue, requests where the issues were escalated and much more fine-tuned information which will not only help you to visually understand how we are taking care of you on our end, but also what steps we have advised to take in order to streamline processes and help your team get the most from their current setup.
When it comes to your IT we know that communication is key. Whether you choose to submit a support request via phone or through email, we will always respond to you. Our team will always acknowledge your request and the ticket will be passed to the best suited team member to respond to your need. The support team consists of
First line engineers – These your first port of call for everyday user issues e.g. new user setup, reset password, computer running slow, run Windows update etc.
Second line engineers – Provide support for first line and will also deal with new hardware setups, running updates, restoring backups, assist with onsite IT requirements.
Third line engineers – offer the highest level of technical support, having experience with network downtime, power outages, server failures. These engineers deal with problem management and where incidents are escalated this team will either work on the issue remotely or attend site to propose the best course of action.
This clear level of hierarchy allows for any business’ support request to be appropriately dealt with by the right level of engineer.
Your network is in safe hands and managed in accordance with the relevant policies and UK regulations. We ran extensive tests to ensure our system worked for our customers and their businesses, whilst providing the right level of security and adhered to UK industry compliance standards. It is important that the support you receive fits with your business needs and processes. Your IT data is securely stored in our infrastructure library, along with the relevant administrative rights and user access.
Choose a package which suits your business needs
Sign up to our Newsletter
(We do not share your data with anybody, and only use it for its intended purpose)