Outsourced IT Support services
Since 1998, Softlink Solutions have been a reliable and trusted source for outsourced tech support. Varying sized businesses across London and South East have all benefited from outsourcing part or the whole of their IT systems.
We offer a range of service desk and outsource options tailored to fit with your specific requirement. These can range from complimentary support to your in-house IT team or for over spill services, such as 1st or 3rd line escalation. Alternatively you can fully outsource your complete IT services.
Outsource All or Some
Businesses with limited to no IT resource often choose to outsource their whole IT support desk function.
Softlink Solutions can also offer outsourcing of a particular aspect of your IT support, whether that is your 1st line, solely patch management or support escalation where particular expertise is required.
One Step Ahead with Monitoring
One service offering is where we 24/7 monitor your systems and either offer a notification to your own IT staff or automatically carry out remedial work to prevent downtime. If you are required to achieve compliance standards in your industry, this can contribute towards that.
Transparent Progress & Reporting
A nominated representative or all your staff can create tickets by phone, email, using our chat agent via the desktop client agent installed on all support clients.
Our ticketing system allows you or your staff to follow progress on your tickets. We also provide monthly reports summarising utilisation of our services as well as information on tickets created, closed and open.
How can our outsourcing help?
Our clients cover all industries, including organisations with offices around the world. We can provide varying degrees of support that will fit your specific requirements.
Our outsourcing options vary from a fully outsourced operation to particular aspects. Use us solely for patch management, disaster recovery or your outsourced tech support escalation resource for your own IT support team.
If you prefer, we can integrate with your internal IT team. Your end-users need never know that we’re are an extension of your business or that parts of IT support is outsourced.
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.
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.
Why Outsource IT Support
Maintaining an efficient and comprehensive support process in house is costly and time consuming. There are issues covering training, absences and losing experienced staff to other companies – outsourcing removes this worry.
Many clients outsource a part of their own service desk, such as patch management or disaster recovery. Or take advantage of our 1st line, and benefit from our advanced ticketing capabilities, or their escalation process so they have specialist expertise to call upon.
Visit our blog article on the advantages and disadvantages of outsourcing technical support!
When an issue arises with your IT, server side, desktop, or network, you can be assured that it will be dealt with in a professional and courteous manner with expert problem resolutions and unparalleled peace of mind. We also give you numerous ways to create a support ticket via chat, email and phone.
An outsourced IT support desk will raise the perception of IT internally and create a positive impression which equates to happy users!
Specialist Resource On-hand
The cost of training your own staff in all areas of IT can be prohibitive. By outsourcing your helpdesk, we can offer technical resource at a fraction of the cost. Our engineers receive regular training, coaching and quality reviews to continuously sharpen their skills. It is the perfect answer to handling any backlogs or overflow that your internal help desk may be experiencing.
Our transparent pricing and monthly payments mean you can plan, and budget more effectively and still keep the costs of IT down whilst keeping productivity high.
If you have your own IT personnel, you could free them up to focus on more strategic business-focused IT projects, or maybe supporting legacy or bespoke systems. In addition, absences, training and holiday are no longer a worry. If you are able to decrease your internal resource your need for office space will be reduced, and this could be important if your business is growing.
“As an IT Manager my resources are stretched at times and having Softlink to pro-actively look after our servers and provide our users with day to day support when I’ve been focusing on other projects really gives me peace of mind.
They technically know their stuff, but almost more importantly we work well as team. We moved away from another IT company to go with Softlink back in 2014, and the transition was painless.
We look forward to continuing our beneficial working relationship as we grow and adapt to the ever changing world of IT and the way in which our business works.”
Benefits of our business IT support
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.
This month's service level performance
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 outsourced tech support requirements.
Celebrating 20 years in one of the most competitive markets, we have the experience in enterprise level support as well as outsourced IT support services.
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 outsourced IT support packages that suit your business requirements. You are unique and this should be reflected in your IT infrastructure and provision.
Our News & Updates
Stay updated on advice, news and articles.
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