Our Managed Support
Finding the right IT Support company is a tricky process. There are so many out there and it’s a minefield to choose from the many lists of services they offer. We believe that we’re different to most. We aim to be your Trusted Technology Partner.
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What is Managed Support?
Gone are the days of simple IT Support service. We believe IT should be considered a fundamental part of any business plan, enabling an organisation to grow and improve. The technology stack available to clients in this digital era can be overwhelming, so we believe in going further than simply offering IT Support. Our Managed IT Services deliver an all encompassing strategic IT partnership.
How We Help
By working with ITSB we can advise, guide, implement, support and continuously review your IT platforms whilst ensuring we are accountable for the services we offer. Our proven Get To Good and IT Roadmap services ensure we have a plan to get your organisation to its intended destination whilst ensuring all of the usual IT Support Services you’d expect from an established IT Support company are in place.
Why Choose ITSB?
We don’t hide behind pretend Service Levels, we don’t do monthly reports. We don’t promise account meetings that never happen and if we’re completely honest, we aren’t the cheapest provider of IT Support, but there is a reason for that. To deliver a quality managed IT Support Service we believe in working with people. That means taking time to assess, review, plan, improve. The support element is a must and we 100% focus on uptime for our clients but the value truly comes from experts, advice, guidance and a solid platform that helps deliver the plans and goals of the organisation.
Types of Support
Providing desktop support for employees is an important service. When things aren’t quite running as smoothly as expected our service desk team are on-hand to help with remote access onto the computer to deliver a seamless support experience. Our key ingredient that makes us stand out with our support experience is our people (see our live feed average service feedback scores below).
Uptime focussed support services are key to a successful IT partnership. Our monitoring platforms and dedicated service desk are on hand to review alerts, pro-actively resolve issues and prevent downtime occurring before it becomes a critical issue.
Ever evolving cloud systems need to be managed and supported despite the fact there are no physical servers. We manage the configuration, the support and review the systems to ensure best practise is achieved whilst retaining a keen eye on ensuring the technology is enabling our client’s success.
IT is more than just support these days. We have evolved as a business to fully encompass IT security in our services to help clients improve their IT Security profile and support them in their journey to improve. By supporting the key security elements, we are able to reduce risk and improve service which in turn helps achieve the uptime and availability to go about day to day tasks with peace of mind.
Our Support Services
IT Service Desk
Our IT service desk team are on hand to deliver support when needed. Support is managed via telephone, client portal, email and livechat in a flexible and refreshing, people focused approach.
24/7 Support
Getting support when you need it is important. In an always on society we understand that you might need help outside of business hours. Our support plans are all available with 24/7 support and systems monitoring.
Account Management
A vital ingredient to any successful partnership is taking time to build relationships. Every ITSB client receives an Account Manager that will work to achieve the desired outcomes and monitor the IT journey closely.
Accountable SLA's
Service Level Agreements are key to a robust and successful support service. With response and Fix SLA’s we take things a step further to give you peace of mind and to ensure we remain accountable.
IT Roadmap
Planning is vital in making sure we reach our desired destination and the same applies to IT as well. Our IT Roadmap is designed per client and allows us to tailor the journey of continuous improvement to enable the growth and success of our clients.
Onboarding Assessment
Upfront assessments and reviews are vital to establishing a baseline. Our advanced 80 step onboard process ensures we cover all aspects of IT in your organisation to build a solid picture and framework for support and improvement
Live Dashboards
Monthly reports are a thing of the past. We believe in live reporting that demonstrates the value of the service, the uptime delivered and the current position of the IT infrastructure to provide peace of mind around the clock.
Pro-Active Monitoring
Effective monitoring is an important part of our support offering. By monitoring issues before they become an incident, we can often prevent a problem occurring and stop the inevitable downtime experienced with a re-active IT Support service.
Get To Good
We understand that sometimes when we work with clients the IT isn’t quite where our clients would like it to be (and that’s ok). Our Get To Good plan delivers a tried and tested method where we assess, review and implement in line with agreed budgets and timescales.
Onsite Support
Although we fix 90% of incidents remotely (because it gives clients the quickest fix) our onsite team are on-hand should we need to come to you to resolve issues or make improvements.
Cloud Platform Support
With our expert team of cloud engineers and architects supporting and managing your cloud environment is vital to keeping services running optimally and the lights on.
Preventative Maintenance
IT systems need some TLC from time to time and we believe in pro-actively patching, reviewing and automating improvements in client platforms to prevent systems grinding to a halt unexpectedly. With an uptime focus, let us take the stress and cost of managing.
ITSB are a team of professional, skilled, customer centric and ‘down to earth’ folk. Systematic project management, quick response times, accessibility and constant communication make for a successful client experience. The personal touch is great. It is an absolute pleasure working with Lee and his Team!!!
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