Business IT Support Essex & South East
Softlink Solutions provide a wide range of comprehensive IT Support Services from their award-winning team. These include, outsourced IT, remote and telephone support, managed IT services, IT consultancy, IT infrastructure and design, IT security and cloud computing solutions. As a result, we have become a trusted IT support provider in Essex, London and the South East providing repeatable results and continuity for your business.
Unlimited 24/7 Remote Support
Provided by our UK, USA and South East Asia based ITIL Service Desk
With industry leading suppliers you can trust
24/7 Proactive Monitoring
To detect performance issues before they arise
Dedicated Account Managers
Assigned to each client as a first point of contact
Short Term Contracts
No long term commitment, just 3 month contracts
Family Run Business
Internally united in delivering remarkable customer service
Unmatched IT support for over 20 years
Providing IT services to businesses located across Essex and Greater London. These vary in size from large businesses to a wide variety of small to medium sized businesses in a diverse range of industries. Our average response time for IT support tickets is under 5 minutes, whilst our first attempt fix is 95%. This as a result sets us apart from other IT support companies in Essex. Consequently, our consistent performance is reflected in our customer reviews.
Frequently asked questions
With so many Managed Service Providers out there all offering very similar services the one thing that is unique about us is our people. As we become an integral part of your business you need to feel that our team is your team. Not only have we been around for 20+ years, and without hesitation we have the tools to provide a best in class service, but we’re likeable, friendly and we won’t let you down.
This is something we have encountered over the years. Some companies feel a sense of loyalty to their current provider but maybe have outgrown them, others still worry about moving even if they have had a bad experience. We can help with all of that. With permission, we deal with your current provider and ensure we have all the necessary details we need for on-boarding you seamlessly. The moment we have our agents on your devices you are supported by us anyway, so should there be any information that wasn’t provided we always work it out.
We have our UK engineers that deal with second line, escalations, and any onsite work. Then we have our US based Helpdesk that provides first line support. Our Helpdesk is highly trained, technically and from a Customer Service prospective (see below) and the ratio of engineers to a Customer site is high. Therefore, we are able to deal with multiple problems at the one site should the case arise.
These include; Microsoft Office Specialist (Office 2002-Office 2010 and Office365), Lexmark, Mac, CompTia Network, CompTia Security, HDI Certified in Support Centre Manager/Support Centre Directot/Customer Service Representative/Support Centre Analyst, Microsoft Certified IT Professional, ITIL Certified, Right Awareness Knowledge Certified, Cisco, Lean Six Sigma Green Belt, FileMaker 10 Certified Developer, Enterprise Desktop Administrator on Windows 7, Microsoft Windows Vista, Enterprise Support Technician on Windows Vista, Systems Engineer NT4, Windows 2000 Server, MCSE, Microsoft Certified Technology Specialist, Webroot Certified Partner, Microsoft Silver Datacentre and Silver Small and Mid market Cloud Solutions.
Our remote support services offer the following (we’ve broken them down into categories):
High Priority Problems such as; Email or application crashed or not functioning properly/Printing issues/Database connectivity issues (not corruption)/File and Folder access problems/General hardware failures/Computer performance problems/Virus and malware infections (as long as this service has been provided by us)/Network connectivity failures.
Administrative Tasks such as; Single user account and group creation/Mailbox and distribution list creation/Password resets and unlocking of domain accounts/File and folder permission changes/Microsoft Outlook profile set-ups/Mobile device email set-up/File and folder restores
Application Support such as; For common desktop applications we provide in-depth troubleshooting and assistance for Microsoft Office Applications. If it’s a Line-of-Business or a Proprietary application these can usually be supported, but we may build up a knowledge base for your particular application.
Yes, we can, whether you are using a PC’s, Mac’s or dumb terminals – Terminal Server or Citrix server (Best effort is made to support Citrix, but the support is not part of our standard service offering).
As standard, our Helpdesk is available from 8am-6pm. You also have the option to choose 24/7 support for specific users should you require this. All Servers are pro-actively supported, monitored and worked on 24/7 by our back-office team.
Our business first, technology second approach is part of what makes us so valuable to our Customers.
We evaluate your technology in four key areas – cost, risk, performance and functionality. Most of the companies we meet with define their technology support costs as the £’s they pay to their support provider. We have helped our Customers understand that this is only one small part of the costs associated with their technology.
Taking this into account, our support packages will reflect the needs of your business. It will enable us to have a positive impact, deliver our unique end result to each Customer, and add value to your business. For example, as a standard we would pro-actively look after your servers 24/7, provide office hours remote support to users, implement our standard security suite and insist on having a backup disaster recovery appliance. From this benchmark, the only way is up – 24/7 remote support for users, step up the security suite a notch or two, or maybe have one of our engineers onsite on a semi-regular basis. Try our cost calculator to give you a rough idea for your budgets.
Don’t worry! We have a fantastic on-boarding process that allows us to have a team working on the site as it is, whilst another team is dealing with any reactive requests from your users.
Absolutely. We work with companies that either have an IT Team, or an individual by complementing the service they already provide (not taking over!). If you need help, or extra resource for support or projects then we are the team for the job.
Take our clients word for it
“Softlink Solutions were chosen to supply, deliver, configure and install 220 laptops and 26 secured laptop trolley carts in all of the County Council’s youth centres throughout Essex. They delivered an excellent service, which was on time and within budget over the space of 5 days.
Essex Youth Service is an excellent informal education, social and personal development service targeted at the most vulnerable young people as well as supporting local community and voluntary sectors to deliver their own youth provision. By providing such a service Softlink Solutions have enabled us to deliver this great resource.
I have no hesitation in recommending Softlink Solutions from hardware provision to business IT support
Business Development & Operations Manager
Benefits of our business IT support
Award Winning Business IT Support
Peace of mind comes standard with our IT support contracts. Real time 24/7 monitoring of your IT systems will help to maintain the health and performance whilst early warnings will identify potential faults before they happen. Automation of critical software and security updates will ensure that your systems are never vulnerable to the latest threats. You can rest assured that your end users will experience less downtime and disruption, whilst also improving staff efficiencies and moral.
Agreed Service Level Agreements (SLA)
Unlimited remote support
24/7 worldwide help desk
Managed IT Security
Proactive server monitoring
IT security recommendations
Dedicated technical Account Managers
Quarterly review meetings
Complete project management
AWARD WINNING BUSINESS
Leading IT Support Provider
Softlink solutions are renowned as a trusted IT support company due to our varied client portfolio, 96% client retention rate, outstanding customer reviews and accredited industry partnerships. We are proud to be a Microsoft Certified Partner and also provide services that may count towards your Cyber Essentials certification.
Clients choose to work with Softlink Solutions because of the positive impact we have on their business. In order to produce successful repeatable results, processes have to be in place, resources available and extensive industry experience are all attributes that continue to set us apart. Furthermore, our large helpdesk and back office enables us to demonstrate our business efficiency and high level of corporate governance which as a result is appealing to our larger clients.
Our Clients do business with us because of the positive impact our IT support process has on their business. We prefer to build a business relationship and not a sales one, to work with our clients ensuring we’re working towards meeting our best practices and review strategic long term planning of their IT. This can encompass anything from a re-design of the infrastructure, supplying hardware, carrying out installations, advice on applications, as well as our continued IT support budget and technical reports.
This month's service level performance
We also provide IT infrastructure and IT consultancy, acting as an outsourced IT support provider for the majority of our clients. Furthermore, we are also appointed to work alongside internal IT departments for our larger clients who require additional specialist consultancy or help.
Who else do we work for?
With a varied client base in industries such as Construction, Manufacturing, Wholesale and Distribution, Pharmaceutical, and Food manufacturing you can be assured that we have most bases covered when it comes to your specific requirements.
Celebrating 20 years in one of the most competitive markets, we have the experience in enterprise level support as well as business IT support Essex.
Size really doesn’t matter! If you are a start-up, but expanding fast, or maybe an established larger business or anything in between we can help.
We pride ourselves in providing IT Support packages that suit your business requirements. You are unique and this should be reflected in your IT infrastructure and provision.
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Contact our London office
Call us now: 0845 094 0010
Tower 42, 25 Old Broad Street,
London, EC2N 1HN
Contact our Essex office
Call us now: 0845 094 0010
Heybridge Business Centre, 110 The Causeway,
Maldon, CM9 4ND