User Support & Training

Our IT support service is designed around the needs of clients and their individual users. Our engineers, deliver exceptional responsiveness and accountability. User IT support and training is a people business. It is people who experience the everyday problems that stand in the way of efficient working. Equally, it takes other well qualified people to resolve such problems satisfactorily.

Acknowledging this, we put exceptional amounts of effort into recruiting talented, motivated problem-solvers, who genuinely enjoy human interaction. The support engineers are all technical experts, able to resolve IT problems swiftly. But, equally importantly, we recruit to ensure that they also have exceptional interpersonal skills. These high quality people are then supported with market leading support systems, and work within a culture where success is always measured in terms of client satisfaction, and where constant self-improvement is the norm.

Our user support is delivered by a dedicated team of Service Desk engineers, providing telephone and remote support. This team is augmented by a highly qualified team of Field Engineers who visit client sites as scheduled or as need be, depending upon the client's service. All our engineers are trained to communicate effectively with individuals at all levels of technical understanding. 

Some clients opt for an All Inclusive contract, in which monthly fees are fixed. Others opt for Variable Rate agreements, where fees vary according to demand and usage. Overall, we aim for flexibility. Others retain us to augment an in-house IT function via our Complementary Service model. Beyond this, we tailor individual support agreements to suit individual clients and their organisational requirements. Some want regular on-site visits included. Others do not. Some want our engineers to have remote access to user's machines. Again, others may not need this facility. Some clients (with their own inhouse IT resource) use us to deliver first-line user support, escalating calls to an internal team, designed to deal with issues that cannot be resolved via an initial call.