Comprehensive Managed

IT Support

At Qlic we believe that our managed IT support help-desk and consultancy services are the most important part of our relationship with your organisation. Qlic offers bespoke managed IT support packages to suit your business requirements. Whether you are a small business or a large enterprise our expert IT service desk can provide efficient support for all your business IT support needs. Fast response times, robust and effective solutions and highly rated customer services are the core of everything we do.

Our enterprise support package includes a dedicated account manager (one point of contact = no confusion, no drama), ongoing IT consultancy (continuous optimisation so you can stay on you’re A-game), user management (vital!), unlimited remote & onsite IT support and proactive network management.  Enterprise support covers all hardware and software including: servers, network infrastructure, cloud services, desktops, laptops, mobile devices, printers and peripheral devices. If there’s an issue, the user will get in touch with the dedicated support line to speak with an engineer. 

We don’t charge for support calls made to us nor do we bill you for the time it takes to resolve support—based queries.  It’s all part of your monthly subscription so you can rest assured you’re covered with no hidden costs. Again, the cost for this is included within the monthly subscription. IT without anxiety – that’s what we deliver.

Download our IT Support Provider Brochure

Is your IT Support Provider up to scratch? Download our brochure to find out!

Our Approach To Managed IT Support

Customer Focused

At Qlic, our emphasis is on customer service before IT jargon. Our recruitment process focuses on hiring personable staff with a love of IT – we feel this makes our IT helpdesk more approachable and encourages your users to develop good relationships and trust with our managed IT support service desk. Rather than having auto-attendants, receptionists or voicemail systems, the telephone number provided to our clients goes directly to our managed IT support team. You will speak directly to a dedicated engineer to immediately diagnose the fault and, where possible, resolve this without the need for a call back or further escalation.

Dedicated Account Management

Your dedicated account manager will stay in touch to arrange meetings or calls to chat through the various aspects of your agreement. This includes feedback on our support team, a review of your ticket and service history, any noted areas of concern completed / upcoming projects and any future requirements or new relevant technologies.  The bottom line is we stay on the ball! We work hard to build an IT partnership with our clients, rather than just a managed IT support arrangement.

Service Delivery Success

At Qlic, we take pride in our high customer retention as we maintain great customer relationships with our long-standing clients. Our managed IT support teams’ ability to resolve faults quickly and with the least possible down-time for our clients. With a solution focused ethos built around efficiency and reliability our IT support team keep your systems running.

Transition Process

We aim to make your transition to our IT support service as smooth as possible. Once you provide us with all the details we do the hard work for you. It’s never been easier to make the switch.

SITE SURVEY & IT INFRASTRUCTURE AUDIT

A full site survey of your IT hardware, software and services including consultation with yourselves and your staff. We detail your existing IT infrastructure and discuss any additional requirements and ongoing / outstanding problems; please collate as much information as possible prior to the survey.

SUPPORT ONLINE

That’s it! No problem too big or too small, start calling our team today! Following the site survey, we will have everything we need to start providing you with a fully managed helpdesk!

REMAINING INFORMATION REQUESTED FROM SUPPLIERS

Just like switching your gas or electricity we do all of the hard work, contacting previous IT suppliers and 3rd party vendors, requesting information, detailing equipment, obtaining password etc. and all you have to do is to continue doing what you do best; running your organisation! Concerned your previous supplier’s wont hand everything over in a timely manner? Don’t be, we will liaise with your previous supplier directly and in the event they don’t provide the information requested, your dedicated project lead will reset any outstanding passwords and re-configure any equipment, software or services!

BEST PRACTICE ANALYSIS

Once we have collated all of your information following your site survey, your dedicated account manager will contact you to arrange your Best Practice Analysis. This is a detailed document providing information on any areas of concern with your existing system, notification of any upcoming renewals or out-of-date solutions, as well as information on forthcoming technologies and services that may benefit your organisation.

Click the icon to find out more about our Best Practice Analysis

REGULAR ACCOUNT REVIEW MEETINGS & CONSULTANCY

Our account manager will contact you periodically to arrange a meeting or a call to discuss various aspects of your agreement, including feedback on our support team, a review of your ticket and service history, any noted areas of concern, completed / upcoming projects and any future requirements or new technologies

FULL SITE SURVEY & IT AUDIT

A full site survey of your IT hardware, software and services including consultation with yourselves and your staff. We detail your existing IT infrastructure and discuss any additional requirements and ongoing or outstanding problems. Our engineers will install our highly-secure remote management and monitoring tools, as well as our remote assistance services to allow us to quickly and easily provide support directly to your users’ devices. Whether you’re based in Kent or London, we’re on hand to help both small businesses and large companies.

BEST PRACTICE ANALYSIS

Once we have collated all of the information from your site survey, your dedicated account manager will contact you to arrange your Best Practice Analysis. This is a detailed document comprising information on any areas of concern with your existing system as well as information on security, compliance and business continuity. We also identify any upcoming renewals or out-of-date solutions and provide information on forthcoming technologies and services that may benefit your business.

Find out more about our Best Practice Analysis

PRO-ACTIVE REAL-TIME MONITORING

Pro-active real-time monitoring and reporting enables us to detect and resolve many support issues before they impact your business. We monitor every server, device and cloud service using a multitude of industry-standard alerting, monitoring and reporting tools.

FACILITIES & UPDATE MANAGEMENT

All new, change and remove user requests are managed to ensure organisational compliance and detailed to provide change tracking and reporting. This also includes software update control, data backup, restoration, server maintenance (automated as well as manual) and administration.

THIRD PARTY SOFTWARE & HARDWARE VENDOR SUPPORT

Where authorised, we will liaise with all your third-party hardware, software, telecommunications and cloud service providers on your behalf. This gives you one point of contact for all IT related issues and requests, saving your staff time and the frustration of being pushed between service providers – allowing us to have a full audit trail for all services and supplier requests.

DEDICATED ACCOUNT MANAGEMENT

Your dedicated account manager will contact you periodically to arrange a meeting or a call to discuss various aspects of your agreement, including feedback on our managed IT support team, a review of your ticket and service history, any noted areas of concern, completed / upcoming projects and any future requirements or new technologies.

Service Desk Statistics

0 Seconds

Average Telephone Response Time

90 %

SLA Target
Hit

70 %

Incidents Resolved on Initial Contact

78 %

Incidents Resolved Without Escalation

0 %

Incident Tickets
Re-Opened

0 %

Incidents Escalated to On-Site Engineer Visit

Read Our IT Support Blogs

Is your IT Support Provider up to Scratch?

Good IT support is hugely valuable to a business, having a powerful influence on user experience. It builds trust and brand awareness which can ultimately lead to increased sales. The kind of interpersonal relations provided by a business can mean the difference between adequate and outstanding IT support, which will affect the reputation of a brand.

Outsourced VS In-House IT Support

Over the last 20 years or so, the Internet has revolutionised businesses, making it easier than ever before to store data, find new customers and promote your company. However, because of this growing emphasis on IT infrastructure, it’s important to have a dedicated team in place to assist with any problems. For business IT support, a company would seemingly have two options to consider.

What Makes the Best IT Support?

With the ever-changing landscape of customer service due to advancing technology, it is critical to keep human interaction as resourceful as possible. IT support is one of the most important facets of business relationships and therefore should not be seen as a nuisance or interruption. There are several things which play a role in forming the best IT support, especially communication and time management skills.

Artificial Intelligence vs Humans in Customer Support

The ability of machines to perform human-like tasks is the epitome of this technological development and artificial intelligence is increasingly shaping not only our personal, but professional activities. However, we cannot ignore the unique value of human touch which can accommodate individual needs; ensuring that human-to-human communication will remain fundamental.

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