Business 
IT Support

IT support is a service that provides assistance to you or your business for all of your IT needs. Businesses can either outsource to a specific IT support company to provide the service or employ their own in-house team.

IT support services can include:

• 24x7 remote monitoring & management
• Tailored & proactive support
• Managed backups, critical updates, and firewalls
• Usage statistics & reporting
• Emergency on-site support
• Helpdesk support portal
• A dedicated account manager
• ICT strategy & forecasting
• Out of hours service

That’s a GOOD question.

First, let's take a look at people’s views on customer service in IT:

An overwhelming 97% of respondents cite customer service as important in their choice of and loyalty to a brand in the UK (Microsoft).

Every business needs effective and reliable IT support, whether internal or external. There are a number of areas where it provides invaluable services.

Let’s take a look:

• Fast & seamless communication
• Data storage & management
• Creative IT solutions
• Cyber security

IT support plays a vital role in defending your IT infrastructure, via updates, proactive monitoring, training and more.

Level 1 is the first tier of IT support.

Traditionally, Level 1 staff are qualified to a good level and provide support to user questions, usually around their own devices and software.

Technicians in Level 1 will:

• Attend to customer phone calls
• Respond to user emails
• Conduct basic troubleshooting to find out the level of support needed
• Collect customer requests and information
• Provide product information
• Solve common issues (Like username and passwords requests, menu navigation, verification of hardware and software, installation issues, setup, and more)
• Create tickets for Level 2 support

All Level 1 staff should be consistently working towards new qualifications. Qualifications like:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft IT Fundamentals

Level 1 support teams solve user problems by following Standard Operating Procedures (SOP).

Cases are progressed to Level 2 support if no solutions are available as per the training and instructions.

The benefits to outsourcing IT support can include:

• Huge cost savings
• A broad range of expertise
• No worry about holidays, absences and sickness
• Service Level Agreements (SLAs)
• Proactive monitoring and reporting
• Specialist knowledge

The cost of IT support for businesses can vary greatly from each provider and it generally depends on the type of service you require.

So let us break it down for you:

Fully Managed IT Support Per User

Priced around £30-50 per user, per month.

In our experience, managed IT support is the MOST cost effective IT pricing model.

Its benefits exceed any of the other models.

Most importantly.

It’s driven by GREAT customer service.

This is why we offer it 😁

Although we don't offer them, other models can include:

Ad-hoc IT Support

Priced around £90 per hour - Most costly form of IT support.

Banked Hours IT Support

Priced around £75-85 per hour - Only benefits the IT provider. They will eat up your hours with anything they can fill the time with.

Fixed-rate IT Support Per Device

Priced around £25-50 per device, per month - Much closer to managed IT support but it usually comes with an additional cost via managed hosted device fees.