IT SUPPORT SERVICES

IT SUPPORT SERVICES

Our business is built around knowing what business and education organisations want and expect from their IT service provider. With our highly skilled, friendly team of network engineers, our specialist consultants and call centre staff we not only meet those expectations but exceed them.

REMOTE SUPPORT & HELPDESK SERVICE

Our helpdesk staff are able to respond to most faults logged within minutes by using our specialist remote support software. This runs quietly in the background on each computer in your business and does not require any assistance from your staff, it’s all taken care of by our technical team over the internet.

Our chat function within our helpdesk software makes for easy interaction between our technical staff and the user.


We use third line technicians to ensure the majority of your IT issues can be resolved quickly.

MANAGED SERVICE

This IT support service provides you with an IT technician on a regular, scheduled basis working in your organisation to carry out the routine tasks of managing your IT network system.


Our proactive Managed Service will increase your company efficiency and at the same time cut expenses.


Your account manager & managed service technician will work closley, ensuring you are kept up to date with the relevant technologies keeping your business at the cutting edge .

Tasks will typically include routine housekeeping of the computer system, checking the integrity of backup service and checking the events log to look for early indications of problems.

BREAK FIX SERVICE

Our Break Fix IT support service contract provides on-demand telephone, over the wire and on-site engineer call-out support for all IT equipment installed on the network. This enables you to call for assistance when any part of the IT system stops working.


With a large range of loan equipment you can rest assured that our on-site technical team will be able to keep your system running at full strength, no matter what part fails with switches, pc’s, laptops, projectors and more.

Relationship

We aim to build great long lasting relationships with our customers built on trust and performance. Our first visit will be all about understanding your needs and requirements and your IT targets. We want to help you drive forward the IT in your school and get it to were you want it to be, we want you to feel like you are in safe hands with us and that we really do understand the key areas for development that are specific to yourself and its these relationships that help us to do that.

Audit your site & 5 year plan

We have over 7 years experience in the change over, so you can rest assured we’ll make the process effortless on your part.


We’ll run a full system audit, which will give us every IP address, username/password and all information we’ll need.

As part of the contract your Account Manager will also carry out an Annual Audit of all of the system to make sure you’re getting the best value for money and your system fits your needs. A printed copy of the audit can be provided to you for insurance or administration purposes. Recommendations for future upgrades and development of the network can also be provided with example costing.

24/7 Monitoring

Our around-the-clock server monitoring detects performance issues early, enabling you to address them before they do any harm.

Our Server monitoring continuously tracks the performance level of your server. Giving us complete visibility of your workstations and servers and ensuring its availability and health. With immediate notifications, our help desk can quickly identify the problem and reduce server downtime to a minimum

Report Faults 24/7

Each member of your staff will have an Apollo support request icon on their desktop enabling them to log a call immediately. We are able to respond to most faults logged from the user desktop icon within the hour using our specialist remote support software, which also has a ‘chat’ facility.


When a call is logged the staff member gets a confirmation e-mail with a trackable ticket number. Every time our technician updates the call the staff member will get an update of the job. Those who wish to be kept updated on all jobs (i.e. the MD or IT manager) can login to the system and get this information on any outstanding job.

Reducing Your Annual Costs

As part of our commitment to delivering the very highest level of service we will go

through all of your recurring IT related invoicing to make sure you are not paying for

Services that are no longer required and help you find the best value for these services. Other

businesses have found this to be a very effective solution, saving them hundreds or

thousands of pounds during the duration of the contract.

Staying connected

We appoint an Account Manager to every customer who has a Support Contract with us. Our Account Managers are technically trained and have years of ICT experience. They will visit you on a regular basis to review and discuss upgrades, improvements and new installation work. This also ensures that any issues can quickly be resolved and recommendations on equipment are available to you on a continuous basis.

Training

We provide training with every solution, weather that's at our training centre in Radstock or onsite at your premise. The training is an esscentual part of the solution we provide. The training can range from starter sessions to get the team interested and on board to in depth sessions with our specialists.