Our award-winning IT support services manage, monitor and support over 6000 IT users and over 1000 servers every day across the UK. You can trust us to ensure your business runs smoothly and seamlessly – leaving you to get on with the IT projects that really matter.
Service desk engineers that mean business
Our engineers and analysts make your business their priority. They also follow ITIL best practice to ensure that your tickets are resolved quickly and efficiently. It’s our job to keep your business up and running, so our engineers are monitored and targeted on first line resolution, second line resolution and customer satisfaction.
A single point of contact for all enquires
Every business is different, which is why we ensure our engineers know yours. You’ll have a dedicated account manager who also knows your business. Details of your set-up, identity and access management will also be known to the team, along with specific open tickets, so you won’t have to repeat yourself.
Engineers that know your business
Over time, all of our on-site engineers rotate across our customer base. This ensures that a number of our engineers have a high level of knowledge of your IT needs, minimising risk and maximising efficiency.
Continuous network monitoring and alerts
Know that your servers and network are functioning as they should with continuous monitoring of your IT. We’ll get alerted immediately when faults occur – so our engineers can proactively solve issues, often before you even know about them. Should you want to be alerted, this can be set up too.
Workflow processes initiated immediately
Tickets that get raised automatically trigger a workflow through the service desk. Right from initial contact to the closure of tickets, efficient resolution procedures kick in to ensure process is followed and you are back in operation as quickly as possible.
Bespoke Escalation And Service Level Agreements (SLA)
Every business is different and needs different levels of service. Our standard SLA covers most business requirements. Where necessary, SLAs can be of the highest standard and designed specifically around your needs.
Top up your service desk when you need it
Busy periods, holidays and sickness often present challenges – especially if you’re a larger business running your own service desk. Our backfill team can provide additional support just when you need it, ensuring that you can meet your internal SLAs with the highest possible standards.
Want to know more about our support services? Contact us now.