Phone and email
Raise anything by phone or email. Messages land in a monitored team mailbox and are logged, so nothing disappears into one person's inbox.
Managed Services
IT Helpdesk Support
A helpdesk staffed by engineers rather than script-readers. When your team rings, they reach someone who can actually fix the problem.
Directaccess to a named engineer, no tiered handoffs
30 mincritical issue response, SLA backed
Why a queue is the wrong model
The standard helpdesk model exists to protect the provider's time, not yours. You describe your problem to a first-line agent, who escalates it to second line, who escalates it to an engineer — and by the third conversation you are re-explaining your own business to someone who has never seen it.
We skip all of that. You get two named engineers and an account manager who know your environment, and you reach them directly. It means less time on the phone and considerably less irritation.
How it works day to day
Remote first
Most issues are fixed over a remote session while you carry on working. We tell you before we connect.
On-site when needed
Hardware, cabling and hands-on work are covered by your nearest branch, not a subcontractor.
Knowledge base
Repeat questions get written up so your team can self-serve the small stuff without waiting for us.
Out of hours
Critical coverage runs round the clock. Non-critical work waits politely until morning.
Reporting
You see ticket volumes, response times and recurring themes, so patterns get fixed rather than endured.
Included as standard
- Unlimited phone and email support during business hours
- Automated ticket logging with full history and audit trail
- Remote diagnostics and resolution for the majority of issues
- On-site attendance from your nearest branch when remote work is not enough
- New starter setup and leaver offboarding as part of the service
- Direct escalation route to your account manager if something is not moving
Questions we get asked about IT Helpdesk Support
Do we get a dedicated engineer or a pool?
Two named engineers plus an account manager. If both are unavailable, anyone on the team can pick the ticket up because the documentation is shared, though you are not routed to a stranger by default.
Is there a limit on tickets?
No. Unlimited support is part of the monthly fee, because ticket caps create an incentive for us to make you feel like a nuisance.
How do we raise a ticket?
Phone or email, whichever suits. Everything is logged into the same system so you get consistent history regardless of how you got in touch.
Can you support remote and hybrid staff?
Yes. Whether your team is in one office, three, or working from the kitchen table, support works the same way.
What about staff who are not technical?
Most of our Partners would not recognise a server rack. Our job is to translate the jargon into plain English and sort the problem without making anyone feel stupid.
Not sure whether you need it helpdesk support?
Book a free 60-minute health check. We will tell you what you actually need, including when the answer is nothing.