Unrestricted End User Helpdesk
Our unrestricted helpdesk service is the best in the industry
Unrestricted means exactly that - there is little or nothing in the world of IT that we can't handle. We leave the scope of what we will do for you up to you.
Computer/network/printing support, application support, training, problem solving, mobile device support, purchasing requests or making a request for a project are all chanelled through our helpdesk, where you can expect gold standard service levels each and every time you contact us.
We operate a professional Helpdesk service which provides telephone and remote control support, with onsite support visits provided without premium when required. Since all our staff are based in the City we can be with you in no time at all when needed.
Unrestricted does not mean uncontrolled
Unless you have requested us to work on a fixed scope, fixed cost basis (which gives you unlimited support as per your bespoke Service Level Agreement) we do not restrict what we will do for you. Even then you can still, if you choose, use the open-ended timecard helpdesk for anything and everything not covered by your current agreement, leaving you with the best of both worlds - complete flexibilty when required and cost certainty within your control.
You remain in control of your support and budget - we tailor each package to each client's unique requirements, providing control and reporting to suit. We manage all of your requests in our custom built systems to ensure that the standards set in our Service Level Agreement are kept at all times, and we keep you in the loop on any works we perform for you.
Direct access to a skilled IT Support team member
We don't operate a formal 1st/2nd/3rd level support structure. All of our staff are experienced, and appropriately trained on an ongoing basis. When users contact us they get straight through to someone can help.
We don't artificially queue or schedule works, though of course we arange to work with your users to their time schedule when troubleshooting or carrying out disruptive works. As a result we don't have to carry the overhead of a large volume of non-technical administrative staff fielding requests and acting as a 'first line of defence' to our technical team - we are lean and efficient.
Fine grained, shrink-wrapped and flexible
Our terms encourage your users to get in touch and stay productive. We record & bill in sensible increments, meaning small requests are just that. For example, if we were supporting you on a flexible timecard basis we don't present you with a minimum one hour charge because a document has stuck in the print queue and jammed the print server - our smaller billing increments allow us to be used for a broader range of useful work.
We also don't follow the industry standard per-user or per-device 'flat fee retainer' charging system. We discuss your users, your equipment and the service you want and provide an accuarate and bespoke package to fit your needs.
We earn our keep. When working on a timecard basis our only caveat is that we have minimum monthly billing terms based on the size of the client, and they are the fairest in the industry.
On a fixed cost basis we agree what you want from us and then provide you unlimited support to keep the systems under our care running smoothly. And we can still provide you access to our helpdesk on a timecard basis for anything not covered by the fixed agreement. You never lose out.
Broad and unified
We can support all of the well-known business applications - Microsoft Office, Adobe Acrobat, InDesign and Creative Suite, Mindjet Mindmanager, Sage, Dropbox etc. We also support a lot of uncommon ones too. We can help your users get the most out of any tools they use from AutoCad to zipping files.
We can also supplement the support provided by industry-specific and lesser known software vendors - in many cases users have found it faster and more effective to contact us first. We can also deal with these companies on your behalf for the trickier issues, acting as your proxy when dealing with their support.
We provide the City of London with these helpdesk services needed to keep going:
Open ended IT Helpdesk
Telephone & remote control support
Direct access to skilled support staff
Flexible and fine grained cost management
Software applications support
3rd party support contract liaison
VIP/White Glove service