Managed IT Support

Services

Managed IT Support

Trust is earned, and since 2004 over 180 businesses have trusted us with their IT-support services. This is largely due to the fact that supportIT gives clients the response times they need to keep their business running smoothly, end-point monitoring services that mitigate against costly downtime and security infrastructure to protect company data. Our team of dedicated, knowledgeable engineers add further value by liaising with third-party application providers on your behalf and consulting with you on best practice technologies to improve your IT infrastructure and grow your business.

Outsourced Helpdesk and Escalation Support

supportIT provide outsourced helpdesk services between the hours of 08:30 and 17:30, Monday to Friday. Issues can be logged by email through our Autotask closed loop system or directly 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 issue. Issues that require escalation are reassigned to our field team for onsite support. The helpdesk is controlled by the Service Delivery Manager who manages performance on a daily basis to guarantee response times and ensure effective incident management procedures are followed:

  • Critical Issues – Multiple User – 2-Hour Initial Response Time
  • Medium Priority issues – Single User/No work-Around – 6-hour Initial Response Time
  • Low Priority Issues – Single User – 8 hour Initial Response Time

System Monitoring & Endpoint Management

supportIT use DATTO RMM to proactively monitor and manage core devices on the network. DATTO RMM flags disk-space issues, event logs and utilisation issues before they become noticeable or damaging. For enhanced security, DATTO RMM also enables us to centrally discover, deploy, update and troubleshoot endpoint devices within an organisation.

Account Management

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 and warranties information is recorded for management purposes. A full security-review is also completed as part of the take-over process. Account reviews are scheduled on a regular basis to ensure that the service meets the client’s requirements. The client also receives monthly server health reports and call log reports that show specific usage data by call type, user and infrastructure.

Liaising with Third Party Vendors

supportIT liaise with third-party vendors on our clients’ behalf to facilitate access for important updates, third-party license management and to troubleshoot infrastructure issues that relate to third-party software products.

IT Road-map & Consultancy

Consultancy services are the cornerstone of all the services we provide to our clients and clients can avail of or our consultancy services to discuss solutions to problematic infrastructure or expansion requirements. Click here for more information on our consultancy services.

 

Contact us today for your free requirements session.