Overall SLA Hit
"With our IT Lab roadmap we’re always ready when our business or technology evolves." Mary Laws, Finance Director, Salt PR.
In a Nutshell
Support 2.0 delivers your organisation a complete IT department. Say goodbye to your technical worries with our market leading IT support. Unleash the latest productivity boosting technology to improve your organisation’s efficiency. Let us take full responsibility for your IT – supporting, resolving, liasing with third party suppliers, and keeping you informed every step of the way; while you concentrate on doing what you do best.
No hidden costs or nasty financial surprises, guaranteed! Support 2.0 is billed on a straight forward, all inclusive monthly basis, enabling you to plan ahead and ensuring you get the best return from your IT investment.
Support Elements Account Management
Our experienced client management teams are here to ensure the smooth running of your IT infrastructure and the consistent delivery of high quality IT support.
Smart and Service obsessed, our IT engineers are quite simply the best in the business.
Central to all our support services is a true, live 24/7 helpdesk. Day or night, our engineers are on hand to solve your technical issues.
Proactive and reactive, onsite visits by our expert engineers are a key part of Support 2.0.
Providing complete access and control; our award winning monitoring platform is at the heart of everything we do.
Our dynamic management system provides complete visibility, driving workflow and best practice compliance.
Comprehensive monthly reporting delivers 100% transparency and accountability in all our actions.
Getting it right from the start- our diligent onboarding process ensures we get off on the right foot.
A strategic document which illustrates the current state of your infrastructure and maps out your future objectives.
Access a full suite of IT project and consultancy services delivered on a flexible, on-demand basis.
Your dedicated AM team is personally responsible for the efficient delivery of your IT support service. Our unique approach gives you a strategic and service orientated team that intimately understand your technical and business needs.
We recognise that every organisation is different, but each team deals with clients that share operational and technical characteristics. This ensures the effective delivery of the most appropriate services and solutions for each and every client.
Proactive & Responsive
Your AM team meet regularly to review service levels and discuss any issues and upcoming activity.
Driven by a wealth of live data and reporting, your AM team proactively coordinate and manage your account, ensuring the highest levels of service.
Whenever necessary your AM team will be involved at a case level to ensure rapid resolution, effective escalation and the mitigation of risk.
Your IT Manager oversees the strategic aspect of your IT support and managed services. They drive all consultancy; structuring the most cost effective service solutions and projects. Your IT Manager develops a strategic roadmap, a document illustrating the current state of your IT infrastructure, recognising your specific business drivers, to shape your IT strategy for the coming year.
Acting as your PA within IT Lab, your Client Advocate schedules resources, handles all customer service issues and billing enquiries on demand. They are the lynchpin that coordinates and supervises your assigned team, including your 1st, 2nd & 3rd line engineers.
We know our support service is only as good as our support staff. Smart, highly motivated and service obsessed, our highly experienced support engineers are also backed by a team of specialist gurus, whose in-depth technical knowledge and extensive industry experience allows them to resolve the most complex issues.
"Proactive, effective support with a proficient account management team overseeing everything." Adam Powell,
Central to all our support services is our true, live 24/7 helpdesk service. No recorded messages or endless loops of nauseating canned music, just responsive, friendly human assistance on hand, whenever you need it.
Day and night, 365 days a year, our experienced support engineers are on hand to rapidly assess and solve support issues using our award winning technical platform.
Great Service, Guaranteed!
Nothing is left to chance. Cast-iron Service Level Agreements ensure helpdesk support cases are prioritised to provide an appropriate level of response within a guaranteed time.
Always In The Loop
Our clients are kept constantly up-to-date from the moment a case is raised right through to its successful resolution.
Remote Support Tools
We use a variety of remote support tools ranging from client instigated screen sharing to direct access secure IP KVM tools.
Whilst we will always endeavour to resolve issues remotely, there are some instances where an onsite presence is absolutely necessary. As a result, as part of your managed support service we will provide onsite engineers as and when required.
Ensuring Best Practice
A comprehensive framework of IT services best practice ensures our support engineers deliver a consistent, world-class service.
Obsessed With Service
We are a multi award winning employer and our helpdesk service is backed by Service Obsession®, our commitment to delivering the very best IT services.
We don’t just talk about delivering great service, we actually deliver it – and have the stats to prove it! Built into our helpdesk workflow, Net Promoter® is integral to ensuring the delivery of a consistent, high quality IT support service.
We will often recommend regular scheduled onsite visits by a dedicated engineer. These visits, at a frequency to suit your needs, put a human face to our helpdesk, and often result in higher productivity and a better relationship between your people and our IT function. Guidance for key software and processes can also be given during these onsite visits.
Kaseya is an award winning remote monitoring and management system at the heart of all our managed support services. Kaseya enables us to access, monitor, manage, upgrade and fix networks remotely.
With Kaseya nothing goes unnoticed! When an issue is identified alerts are automatically sent to your helpdesk team for resolution. Not only does Kaseya provide complete system visibility, it also ensures system health through the remote application of fully tested software updates and patches without interrupting your daily operations.
Find out more about why Kaseya is at the heart of our managed support services offering.
"As a company with a very high reliance on IT we benefit from IT Lab's “big company” style support and we have no need for an in-house IT department." Graham Cooper,
Managing Director, Oil Brokerage
Autotask is a feature rich enterprise resource planning (ERP) solution, specifically tailored to deliver a seamless IT service desk.
Based on our experience in servicing over 350 clients, Autotask’s powerful workflow based solution enables IT Lab to deliver best value and efficiencies to our clients, providing unrivalled flexibility and functionality in line with our service commitment.
Live, granular reporting is central to monitoring and maintaining the highest service levels across all of our managed IT support services. It also ensures we always maintain a strategic approach to the management of your account.
Our client portal provides access to live reporting, while comprehensive quarterly reviews of all service data are conducted by your account management team. This provides both an accurate record of performance and a means of identifying and resolving recurring issues.
"It’s great to have access to a wide range of experts at the end of the phone." Mary Laws,
As part of the set up process we conduct a comprehensive audit of your IT system, physical infrastructure and 3rd party supplier agreements, with the creation of a detailed plan for onboarding.
The infrastructure audit is led by our market leading auditing software, Kaseya, with our consultants conducting extensive interviews with stakeholders and users to map and fully understand the human dimensions of your IT system along with your business requirements. Getting it right from the start, through diligent planning and information gathering is key to a successful delivery.
"Nothing can be left to chance during the set up phase...everything has to run like clockwork." Ernesto Broersma,
IT Manager, IT Lab
Your IT roadmap is a strategic document which illustrates the current state of your infrastructure and maps out your future objectives, recognising the specific business drivers that will shape your IT strategy for the coming year. Your IT roadmap is a fluid document, which is continually updated as your organisation evolves and technologies change.
"A roadmap is your strategic IT plan, driving IT to be aligned with your business requirements and ensuring you are getting the most out of technology." Des Hudson, Chief Operating Officer, IT Lab.
Access a full suite of IT project and consultancy services delivered on a flexible, on-demand basis by your IT manager, expert engineers and solution specialists. As part of your managed IT support service, you gain access to consultancy across a vast array of project services, including back up & disaster recovery, cloud & hosting and system migration and email management solutions. Secure your network with our managed security services and design, consolidate and support your business applications.