Managed IT Support
Managed IT Support in Cardiff
At Qlic, we branch our IT Support services all the way to Cardiff and have had the opportunity to provide IT Support to many businesses in Cardiff.
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.
Download our IT Support Cardiff Brochure
Find out all about our IT Support at Qlic, download our free brochure.
IT Support FAQs
In short, IT support keeps your technology running smoothly. Technology is becoming more and more integral to the smooth operation of organisations, and IT support helps to ensure that everything stays up and running.
- Technology helps improve efficiency of services.
- Easy and speedy communication to resolve IT issues.
- Reduces cybercrime and improves cyber security landscape.
A good IT Support team will recognise your organisation’s needs and provide you with a solution tailored to you.
Our Approach To Managed IT Support
Customer Focused
At Qlic, our focus is on customer service before IT jargon. Our recruitment process involves hiring friendly staff with a love 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. We do not have auto-attendants, receptionists or voicemail systems; instead the telephone number provided to our clients in Maidstone 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 Maidstone, 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
SLA Target
Hit
Incidents Resolved on Initial Contact
Incidents Resolved Without Escalation
Incident Tickets
Re-Opened
Incidents Escalated to On-Site Engineer Visit
Our Onboarding Process
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.
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.
Free IT Consultations for all Businesses
We offer free IT consultancy to all businesses. Included in our free consultations is an initial meeting to find out more about your organisation, your current IT set-up and where you need support. This will help us provide a best practice for your organisation.
Book Your Free Consultation with one of our Expert Account Managers at a time that suits you by using our form.
Our IT Support in Cardiff
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