How does the IT support process work?

You contact our helpdesk, we assess and prioritise the issue, the right engineer fixes it, and we confirm with you before closing the ticket. Every step is logged so nothing gets lost.

Step by step

1. Raise a request by phone on 01444 871 200, by email or through the helpdesk portal. For urgent issues, always phone.
2. Triage: we confirm the impact and set a priority, from critical (the business can’t work) to low (a routine request).
3. Assignment: the ticket goes to an engineer from your core team, or to a specialist for networking, security or telecoms.
4. Resolution: most issues are fixed remotely. If a site visit is needed, we arrange it.
5. Confirmation: we check the issue is fixed from your point of view before closing the ticket.
6. Prevention: recurring problems are reviewed so we can fix the root cause.

Hours and response times

Our support desk is open 8am to 6pm, Monday to Friday. We respond to every ticket within 2 hours, as set out in our Service Level Agreement. Tickets are dealt with as they come in, with the most severe issues prioritised first.

See what’s included in managed IT support.