Managed IT Support
Comprehensive Managed IT Support Packages in Tonbridge & Malling
From Start-ups to Enterprises
At Qlic, our Managed IT Support helpdesk and consultancy services are the foremost of our relationship with your organisation. If you are a start up or a large enterprise in Tonbridge and Malling, Qlic can provide effective support for all your IT needs, offering bespoke managed IT support packages to fit your business.
Our Approach To Managed IT Support
At Qlic our focus is on customer service before IT jargon. By hiring friendly staff with a passion for IT, our approachable IT help desk encourages your users to establish good and trustworthy relationships with our managed IT support service team. Instead of receiving an auto-attendant, receptionist or voicemail system, the telephone number provided to our clients goes straight to our managed IT support team. Speaking directly to a dedicated engineer, any faults will be immediately diagnose and where possible, resolved without the need for a call back or further escalation.
Dedicated Account Management
Having already worked on our IT helpdesk and project teams, your Dedicated Account Manager has a unique insight into the support, planning and implementation of IT systems. With the aim of reducing your reliance on the IT helpdesk services, your Account Manager will assess and develop the systems yours staff use to improve reliability and business efficiency. Rather than having a managed IT support arrangement, Qlic strives to create an IT partnership with its clients in Tonbridge and Malling.
Service Delivery Success
Our managed IT support teams’ capability of resolving faults quickly, with minimal possible down-time for clients, is proven by our service desk statistics of a 76% resolution to faults on first contact. Our IT support team will keep your systems running by maintaining their solution focused ethos based on efficiency and reliability. Our Service Desk Statistics need no further explanation.
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
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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.