Outsourced IT Support
The difference between 1st, 2nd and 3rd line supportEvery business is unique, so every support model will be different
When it comes to outsourcing, each IT support service will be different as each business is unique. We work for a diverse range of organisations helping each in the way that they need to be helped.
Maybe your organisation have a highly trained and experienced in-house IT engineering team who have worked there for many years. In this case we find that the day-to-day running of 1st and 2nd line support can take up their valuable time and prevent strategic and important projects from going forward.
In this case you can outsource 1st and 2nd line support to increase efficiency and reduce costs. Support models in large organisations have shown that 1st and 2nd line services can often be expensive and inefficient. Whereas coupling maintenance agreements with responsive remote support produces efficiency and actually resolves issues more quickly than having an on-site split between 3rd line support and projects with some time spent on 1st and 2nd line support.
Capable management of the day-to-day phone calls and questions of users will increase the trust in the IT service in your organisation and allow staff to really utilise the tools they have available to them for efficiency and to drive competitive advantage.
It may be that your in-house IT team are doing an excellent job at 1st and 2nd line support. However they lack the industry wide experience and skills or there are not enough of them to undertake more complex faults or projects that don’t fall into the day-to-day IT tasks.
In this case we can become the outsourced 3rd line support capacity and the technical lead for projects. Your own staff can undertake tasks that they know well. They can also get involved on projects or complex fault fixing, learning and gaining skills. At the same time issues are resolved and projects completed quickly and cost effectively. For support in this way, every question and every support ticket is managed and resolved in a timely fashion, allowing your organisation run smoothly and for you to focus on your Business Goals.
Of course these two examples are just for illustration. The benefit of working with us is that we can tailor support services with all our expertise are at your disposal. This gives you absolute flexibility in what we support, keeping costs down and quality at the highest level.
Our Engineers work with your IT staff covering networking, servers and all the other IT technology and services in the market to help your onsite IT staff to feel empowered to bring the best IT services to help the organisation meet its business goals.
Equipment that can be outsourcedOutsource your IT so you can reach your business goals
A carefully designed and managed desktop infrastructure is vital to having a smooth running business. It's now possible to outsource desktop support at a low cost with effective processes and services implemented by our expert engineers. Out sourcing desktop Support for each user's desktop ensures that your in-house engineers are freed from the day-to-day tasks and fixes, leaving them more time for more important project work. In a small business your administrative staff may be wasting time firefighting an unmanaged desktop environment that outsourced support could make more useful, faster and far more stable.
Mobile Device Support
Harnessing the power of mobile computing can increase your business's efficiency as data can be accessed from anywhere. This moves your business forward by utilising every screen for productivity whatever its size or location. Failing to manage this resource at best wastes the opportunity and at worst leaves your business vulnerable to disruption caused by rogue applications or activity.
Supporting network Infrastructure
Our experts can take on the support of your IT Network ensuring that Business Software Applications run smoothly and faults are fixed fast. Often during our support we discover that IT Networks are not configured to produce the optimum performance and we can feed this into your Change Management Processes.
The implementation of a well-designed network is often overlooked or misunderstood in small and medium sized businesses. Unless Switches, Routers, Firewalls and Wireless Controllers are connected together very carefully the performance of your Software Applications can be very badly impaired. The creation of a good network design based on budgets, protecting against equipment failure and making your software applications run fast is a big challenge. Our experts can help you to get the best out of what you have as well as assisting you in making a strategy to improve your Network for supporting your business goals. This process results in your IT Network correctly matching the needs of your business.
Whether you have one server or many, careful management and support ensures fast responses for your users and fast fixes when faults occur. Our outsourced support is more than just fixing problems; our experts apply their years of experience to help identify which problems are faults (incident management) and which are due to issues with design for referral (Problem Management). Having the correct combination of outsourced support services for your servers, whether they are on premises or in the Cloud, will be cost efficient and focused assisting your business to meet its goals.
Other Hardware and Software Support
Reliance on IT hardware and software has never been greater for businesses to gain a smooth performance of Software Applications, these being the difference between Business success and failure. Having the correct IT Partner to support your systems is vital. Whether it's ‘first line’ support, expert ‘third line’ engineers or strategic partners to help you move forward, we can help. Following ITIL principles we manage every support incident and undertake every task in a professional and timely fashion helping your staff to get what they need at every stage with their hardware and software.
Reach your Destination
Outsourcing IT Support FAQs
Below we have compiled a list of all helpful questions we are asked on a daily basis and our knowledge.