Managed IT Support
Welcome to supportIT Sligo Helpdesk office, located at the Strand Campus Business Park, Strandhill, Sligo. We set up or Sligo hub back in 2017 with a single IT support engineer. It was envisaged that we would develop the team over time, but due to the positive response from our Sligo clients, the team grew rapidly. Our Sligo team provides helpdesk, escalation, and onsite support services to our clients in the Sligo, Mayo, Galway, and surrounding areas and helpdesk support to clients in the rest of the country.
Our clients have benefited from the prompt response times, high level of customer service and competent engineers on the Sligo helpdesk. The resource pool from Sligo IT has supported our success. As our Sligo IT helpdesk grows, we will continue working with Sligo IT to make this resource pool available.
If you would like to know more about our managed IT service or any other IT-related services, please contact our team.
supportIT provide remote helpdesk services between the hours of 08:30 and 18:00, Monday to Friday. Issues can be logged directly through the user machine using the DATTO Portal, by email through our closed-loop system or by phone. A unique ticket number is created once an issue is logged, and the user is notified by email about the progress of their IT issue. Once IT cases are closed, a further notification is sent with a link to a customer satisfaction survey. The IT Support desk is staffed by a team of experienced and certified IT engineers who respond to issues within agreed and guaranteed response times. The IT helpdesks in Dublin and Sligo are controlled by the Service Delivery Manager, who manages escalation and performance daily to ensure we maintain our 98% customer satisfaction rate and meet the terms of our client SLAs.
End-Point Management & Monitoring
Our DATTO RMM End-point management product enables us to centrally discover, provision, deploy, patch, and troubleshoot end-point devices within an organisation in physical and virtual environments. DATTO RMM updates and patches are pushed out on a scheduled basis agreed by the client. DATTO RMM will also identify issues that could potentially cause downtime on file-share/server/application infrastructure. Monitoring Issues are logged directly into the call management system as a high priority and are often resolved before they become noticeable or damaging to the organisation.
Managed Backups Solutions
Protecting a business from data loss or data corruption is part of the supportIT managed service offering. We will review your local and online backup infrastructure during the requirements process to ensure it is adequate for the needs of the business and then ensure solutions are completely transferred over during the take-over process. When the backup infrastructure isn’t in place or adequate, we will recommend fully managed backup solutions.
Network and Security Management
Security is one of our key specialist areas, and our approach is to protect your business at every potential point of entry. We will review your security infrastructure during the requirements process to ensure it is adequate for the needs of the business and then ensure solutions are completely transferred over during the take-over process. In situations where the security infrastructure isn’t in place or adequate, we will have a suite of Anti-Virus/Anti-Spam and Ransomware protection tools and Firewall-As-A-Service and SOC solutions designed to protect your business.
Procurement & License Services
supportIT provide a procurement service to meet all our clients’ computer hardware, software and system needs. The service is based on the business’s specific requirements in terms of budgets, system integration and scalability, and gives our clients access to a comprehensive portfolio of products. As part of our ISO9001:2015 processes, we regularly review our technology vendors to ensure value for money and quality standards.
Liaising with Third Party Vendors
supportIT liaise with your third-party vendors as part of our managed services, for example, Finance Packages, Print Service Vendors, CRM packages & Design Packages. Our services in this area cover facilitating access for essential updates, third-party license management, also liaising on issues where the infrastructure needs to be considered.
IT Road-map & Consultancy
Consultancy services are the cornerstone of all the services we provide to our clients. Clients can avail of our consultancy services as part of our managed services offering to discuss future IT requirements or changes to the business that may affect their IT environment.
On-boarding & Account Management Process
supportIT have a clearly defined on-boarding process to ensure the handover goes smoothly from one provider to the next. Infrastructure information is gathered and stored in our GDPR-compliant knowledge base, machines are tagged and audited, third-party services are informed, and licenses and warranties are recorded. Remote login and monitoring software is activated where applicable, and updates/patch management are scheduled. Finally, group policy is reviewed for security processes, and a recommendations report is completed for approval. Reviews are carried out quarterly to ensure that the service meets the client’s requirements. The client also receives monthly call log reports and, where applicable, monitoring reports to show the health of their infrastructure.