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.

Our latest testimonial

“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.”

Sofis Global

Alan Powell-Davies
Operations Manager

Outsourced tech support highlights

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    Outsource all or part of your needs

    • Businesses with limited IT resource often outsource their entire IT support desk function.
    • However, we can also offer outsourcing of just your 1st line IT support together with ticket management. Alternatively, 3rd line support with issues being escalated to us where particular expertise is needed.
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    Easy ticket creation, transparent progress and reporting

    • Your staff, or a nominated representative, can create tickets by phone, by email, using our chat application or through our client service desk via the desktop client.
    • Our portal allows you to follow progress on your tickets. We can provide monthly reports summarising utilisation of our services as well as information on tickets created, closed and open. Plus, we guarantee fast responses and resolution of your problems.
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    Be ahead of the game with monitoring

    • As part of our service, we can monitor your systems and either offer a heads-up to your own staff or go ahead and prevent many outages. This can contribute to your activities towards achieving compliance standards by ticking the box for event management.
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    Advanced ticketing processes

    • Our ticketing process is efficient and predictable. We use a sophisticated support management system that your IT team can have complete access to.
    • We also have full audit trails on each ticket, together with real-time dashboards. This ensures everything gets resolved promptly and in accordance with the impact it is having on your business.
    • Everyone that answers our 1st line support is trained and technically certified – sorting out your problem is our utmost importance. We’re more than just a call centre.

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.

What makes us different?

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Efficiencies

Any time you have an issue 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!

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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.

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Cost savings

Our transparent pricing and monthly payments mean you can plan, and budget more effectively and still keep the costs of IT down with productivity high.

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Free-up Resources

If you have your own IT personnel, you could free them up to focus on more strategic business-focused IT projects, or maybe bespoke systems that you may be running. In addition, absences and breaks are always covered. Lastly, if you are able to decrease your internal resource your use of office space will be lower, and this could be important if your business is growing.

Why outsource your 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!

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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 all of whom benefit from our outsourced tech support.

With 20 years’ experience in outsourced IT support services 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 an outsourced IT 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