Award winning business IT support Essex & South East

Softlink Solutions provide a wide range of award winning, comprehensive business IT support services including outsourced IT, remote support, managed IT services, IT consultancy, IT infrastructure, Cyber Essentials support and cloud computing solutions. As a result, we are one of the trusted IT support providers in Essex, London and the South East.

Unmatched IT support for 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 varying industries. Our average response time for IT support tickets is under 5 minutes, whilst our first contact resolution 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.

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

Essex County Council

Darren Connew
Business Development & Operations Manager

Benefits of our business IT support

  • 24/7 Service Desk Support

    We’re there to help you at the times you need us most

  • Monthly Performance Review

    Showing how Softlink Solutions and your IT networks are performing

  • UK & USA Support Desk

    You will deal directly with our engineers in the UK or USA

  • 24 Hour Monitoring

    We monitor your systems proactively to identify potential faults before they arise

  • Remote Support

    Decreased resolution times with our remote management software

  • Expertise

    All our engineers and consultants are trained and qualified IT specialists

  • Added Value

    No additional call out charges or travel expenses, just an agreed, fixed, hourly rate

  • Customer Service

    We tailor our Service Level Agreements (SLAs) specifically to your business needs

  • Delivering Managed Security as a Service

    Protecting your business and educating your users is one of the most important decisions you will make – we make it easy

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.

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).

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.

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.

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.

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.

What makes us different

it support essex - remote support

Unlimited 24/7 Remote Support

Provided by our UK, USA and South East Asia based ITIL Service Desk
business it support essex - accredited partners

Accredited Partners

With industry leading suppliers you can trust
business it support essex 4x7-monitoring

24/7 Proactive Monitoring

To detect performance issues before they arise
business it support essex - account managers

Dedicated Account Managers

Assigned to each client as a first point of contact
it support services - short term contracts

Short Term Contracts

No long term commitment, just 3 month contracts

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.

Award winning business

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

Average Response Time
1st Contact Resolution
Customer Retention Rate
Customer Satisfaction

Our standard business IT support

As standard, part of having our IT support contract is we will maintain and protect the vital components of your IT network 24 hours a day, 7 days a week by monitoring and maintaining its overall health and performance. As a result, you will experience reduced downtime, reduced disruption, reduced data loss and quicker fault identification.

IT Support

Agreed Service Level Agreements (SLA)
Unlimited remote support
Unlimited telephone support

Managed IT Security

Proactive server monitoring
Patch management
IT Security recommendations

Customer Service

Dedicated technical Account Manager
Quarterly review meetings
Complete Project Management

IT consultancy

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.

Our standard IT consultancy services


IT Infrastructure

Data Security

Virtual IT Director


Network Analysis

Patch Management

Strategic Road Mapping

Who else do we work for?

We work with businesses across Essex & Greater London and have a diverse client base ranging from fast growing start ups, SMEs, to well established larger businesses.

With 20 years’ experience in business IT support Essex & South East in varying industries, we have worked for clients across all the major verticals including Manufacturing, Finance, Construction, Pharmaceutical, Wholesale and Distribution and, therefore, have a wide range of case studies.

However, no matter the vertical, we know that above all, no two businesses operate the same way which is why we’ll propose a support package specific to your business requirements. For that reason we prioritise your future business development plans above all else.

Contact our Essex office

Call us now: 0845 094 0010

Heybridge Business Centre, 110 The Causeway,
Maldon, CM9 4ND

Contact our London office

Call us now: 0845 094 0010

Tower 42, 25 Old Broad Street,
London, EC2N 1HN