Outsourced IT Support services

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.

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.

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.

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.

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.

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.

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.

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).

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.