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IT Support

Focused on ensuring the effectiveness and productivity of users,
IT Lab provides enterprise quality, 24.7 1st, 2nd & 3rd line service desk services

Benefitting from over 170 expert technical support engineers, IT Lab has three fully-resilient service and network operating centres and provides 24/7 “always on” service and support.

Services

Typical service elements include:

Service Desk

IT Lab’s 24.7 service desk puts an experienced team of highly-qualified engineers at your disposal. We have an enviable reputation for providing the kind of support your employees really want. Our service is a true round-the-clock, enterprise grade managed support service to ensure that the requisite expertise is on hand day or night to act swiftly should the unexpected happen.

Our monitoring service never rests, automatically detecting and routing high and critical priority tickets to our support engineers 24.7. We can then swiftly take care of incidents often before they have a material impact on productivity.

We are an award-winning, three-star Service Desk Institute-accredited service provider. We are ISO 9001 and ISO27001 certified and are a globally-recognized Managed Service Provider.

We focus on customer experience and have our internal standard of service we call “Service Obsession”, serving the needs of over 850 clients. We are proud of our team and our capability, and are happy to demonstrate why.

Shared Service Desk

Our 1st and 2nd line support teams are ring-fenced around cohorts of clients to provide cost effective, high quality shared services, but delivered with the familiarity and client awareness users rightly expect. Most importantly though – we understand the user, the immediacy of their needs, their frustrations and time constraints, the criticality of a small issue with big impact and, of course, the desire for things to just work.

In the unlikely event that we can’t resolve your issue remotely via our Service Desk, we will send an engineer to your offices or we can arrange for engineers to visit you periodically, full-time or on an ad hoc basis to address anything from user-support and training to on-site technical resolution.

We know that IT issues can be complex, involving deep knowledge of many different technologies. Most organisations can’t afford to have those experts in-house on-demand. That’s why IT Lab offers Escalated Support Services where your issue is logged, triaged and assigned within minutes to the support team with the appropriate in-depth expertise to resolve your issues and bring in the experts where needed.

Dedicated Service Desk

For larger organisations with higher volume requirements, IT Lab can implement a scalable 1st – 3rd line service desk team, dedicated entirely to your organisation. As a focused team – based either at your premises or at one of IT Lab’s UK or Cape Town locations, our dedicated Service Desk team can even support line of business applications and more complex requirements. Experienced in blending with internal teams, IT Lab’s Dedicated Service Desk model helps companies focus investment and headcount on optimising their own business

Service Integration & Management

Most businesses these days are using a growing range of IT services from multiple vendors. These technologies work fine in isolation, but are they working well together? From third party hosted email to public cloud and WAN services, IT Lab can make sure all of your services work together as a single cohesive and coherent technology service. We can manage third party contracts, ensure third parties are delivering as you (and we) expect and provide that single point of accountability most organisations look for.

Global Service Management

As companies are looking to operate internationally, IT Lab are able to provide a single global service provision without relying on the big system integrators. Thanks to an international network of vetted partners with whom we have formally partnered with, on-the-ground support and project delivery is available in 13 key cities from London to New York, Sao Paolo to Singapore.

Incident Management

Prevention beats cure. That’s why we use market-leading network management tools (Autotask End Point Management and ScienceLogic) to monitor the performance of your IT infrastructure. Our engineers are automatically alerted if something unexpected happens, allowing us to resolve problems before they disrupt your business.

SERVICES

IT Lab is a trusted Government supplier

We help government and public sector organisations
secure powerful IT services without the price tag.

Results

Our Approach

IT Lab Support Services Infographic

Why IT Lab for IT Support?

Navigate. Integrate. Operate.

Three words that make IT Lab refreshingly good to work with.

Find out why...

OUR AWARD-WINNING CULTURE

Laura, Customer Onboarding

Approach

Navigate Increasing User expectations.

The modern corporate world has no time for poor IT experience and the at-home consumer technology experience has surpassed that of corporate IT. Users with easy-to-use technology that are well supported tend to be happier users, more productive employees and generally more positive about engaging with work. It’s time to catch up.

With reliable technology and foolproof support, your team will be more productive.

Integrate user expectations with a corporate world.

While users tend to focus on speed and ease-of-use, employers are naturally, concerned about security and cost.  We have years of experience of balancing these competing demands. With the increasing migration of corporate data and applications into the Cloud, and as end-user devices move to laptops and personal mobile devices, IT Lab helps our clients find this balance, securely and cost effectively without sacrificing user experience.

Users should have great tools. Your IT support should be just as good.

Rhianna & Rick, Support Services

Operate IT

Jason, Support Services

Operate at peak performance with comprehensive IT support.

In the connected world, IT problems can occur anywhere at any time. That’s why we give you round-the-clock, highly-scalable access to a team of 170 technical support engineers. You pick the level of support you require, we give you the freedom to flex if your circumstances change.

Business-aware enterprise-quality support, whenever you need it, however you need it

SUCCESS

Award-winning IT Support. Count on it.

IT Lab is a three-star Service Desk Institute-accredited service provider. We are also ISO 9001 and ISO 27001 certified. Our name is globally-recognised in the industry and we manage the demands of over 850 clients. We can do the same for you.

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Numbers we are proud of ...

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Over 350 terabytes of data stored securely on our Cloudlab platform

850+ customers, representing more than 25,000 people we support everyday

Over 170 service obsessed engineers

PARTNERS

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