We focus our Managed Services for organisations with between 50 and 3000 seats.
Our support consultants have extensive experience supporting an array of functions: server operating systems, enterprise applications, desktops, security, networks and infrastructures through to bespoke system support and asset management.
Our Managed Services capability ranges from fully outsourced IT departments, to supporting single systems remotely from the head office, and comprises of:
- On-site/off-site Support
- Up to 24/7/365 Support
- Desktop Support
- First, Second- and Third-line Support
- Helpdesk Management
- Infrastructure Support
- Outsource Solutions
- Single/Mixed-vendor Environment Support
- Platform Support
Our services are provided through a shared service desk at our offices, on-site support presence, dedicated account and delivery management, comprehensive pro-active monitoring and reporting, extensive design, development and delivery capabilities, and robust and transparent escalation procedures.
Working in an ITIL framework and using Key Performance Indicators and Service Level Agreements, the service is benchmarked and operates alongside the business to achieve its goals and objectives. We understand mission-critical IT and offer a responsive and flexible approach to our client’s requirements.
Our service teams take responsibility to manage all problems end-to-end and utilise our Microsoft Premier Support and other multi-vendor contracts such as VMWare, Dell, Altaro, HP & Amazon to transparently solve the minority of issues requiring further escalation.
We make significant investments in maintaining the accreditation levels and knowledge base of our technical support staff. We work with the leading suppliers in the industry to build our solutions so our people are fully trained to support products from the likes of Microsoft, Amazon, Cisco, Citrix, Dell, Google, Kemp, SonicWall, Checkpoint, HP, Juniper and VMware.
Our support teams are organised into various teams focussing on the delivery of following managed services.
- Cloud and Infrastructure
- Security
- Voice and Collaboration
- Networking
These teams take pride in being an extension of our customers’ ICT departments. Our support packages offer a pre-agreed amount of dedicated time to each customer’s environment and carry out a routine set of management/maintenance duties on the customer’s equipment’s. A suitable technical lead and support engineer is available to carry out the duties on behalf of customers, and an agreed level of reporting will be provided to the customer. The work will be carried out via an agreed change request or a recurring support ticket, which will also include all correspondence from the engineers.