Managed IT Support
Comprehensive Managed IT Support Packages in Shortlands
From Start-ups to Enterprises
At Qlic we believe that our Managed IT support helpdesk and consultancy services are the most important part of our relationship with your organisation. Qlic offer bespoke managed IT support packages to suit your business in Shortlands. Whether you are a start up or a large enterprise, our expert IT service desk can provide efficient support for all your IT needs.
Our Approach To Managed IT Support
At Qlic, our emphasis is on customer service before IT jargon. Our recruitment process involves hiring friendly staff with a passion for 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. Instead of having auto-attendants, receptionists or voicemail systems, the telephone number provided to our clients in Shortlands goes directly to our managed IT support team.
Dedicated Account Management
Your Dedicated Account Manager has previously worked on our IT helpdesk and project teams, giving them a unique insight into the support, planning and implementation of IT systems. Your Account Manager’s focus is to reduce your dependence on the IT helpdesk services by assessing and developing the systems your staff use to improve reliability and business efficiency. We work hard to build an IT partnership with our clients in Shortlands, rather than just a managed IT support arrangement.
Service Delivery Success
Our service desk statistics of a 76% resolution to faults on first contact indicates 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. Our Service Desk Statistics speak for themselves.
Service Desk Statistics
Average Telephone Response Time
Incidents Resolved on Initial Contact
Incidents Resolved Without Escalation
Incidents Escalated to On-Site Engineer Visit
FULL SITE SURVEY & IT AUDIT
Sophos Endpoint blocks malware and infections by identifying and preventing the handful of techniques and behaviours used in almost every exploit.
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.
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.