IT Helpdesk & Monitoring Support UK-based, 24/7 service offering various levels of support to suit all businesses.
Our helpdesk services are designed to suit customers who do not have an expert in-house IT support function or those that wish to complement their existing teams to provide a wider knowledge base.
With our support services we can manage day-to-day IT systems and admin tasks, back ups and monitoring of key devices for critical issues, including:
- Microsoft operating systems and applications
- Hyper V
- Back up applications
- Firewall security
We can provide long term advice regarding IT-related business issues, proactively prevent issues occuring and deliver exceptional value.
Our user support is delivered by a dedicated team of Service Desk engineers, providing telephone and remote support via industry acclaimed support tools.
Starting with our Gold support package, this gives the customer unlimited access to 1st, 2nd and 3rd line technicians to log incidents and problems, along with general advice and queries. This package offers full support, Monday to Friday, 8.30am to 6pm excluding Bank Holidays. Features are included at a competitive price point.
The platinum support package offers all the same benefits as Gold but with added features of the client and server agents for monitoring and a self service portal. Our remote monitoring service is a fully managed program providing a suite of services that meet the client’s IT requirements.
Typically a fully managed service includes reote monitoring, preventative maintenance, device optimisation and other services that reduce the negative impact of technology failure.
This package offers full support, Monday to Friday, 8.30am to 6pm excluding Bank Holidays.
Offers all the same amazing benefits as the Platinum package but the service is available 24/7, manned by our UK helpdesk staff. Typically this service is bespoke to fit the customers requirements and SLA levels, plus additional feature add-ons can be attached.
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We provide several levels of support to suit businesses of all sizes and budgets.
1st Line Support
Capable of logging calls of incidents, accurately capturing all information and data supplied by the customer, fixing simple problems or general “how to” questions within office applicaions, password resets, user creation and printer problems. Access to the site remotely may be required at this level.
2nd Line Support
Fixing advanced features within desktop applications and operating systems. Basic server functions, research and investigation to diagnose advanced user issues. Access to the site remotely may be required at this level.
3rd Line Support
Advanced problems within desktop operating systems and all features within server operating systems. Research and investigation to diagnose advanced user issues. Access to the site remotely will be required at this level.
- Proactive support
- Incident management
- Change management
- CMDB (Configuration Management Database)
- ITIL Service Desk (full ticket system)
- End user knowledge base
- Hardware and network monitoring
- TAM – Technical Account Manager
- Patch management agent
- Self service portal
- In depth reporting
- UK-based helpdesk
- Third party vendor passthrough and call management
- One point of contact for all IT related issues
- Automated features available to give end users the fastest possible resolution