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Helpdesk Support Birmingham
We make every call count
We don’t think you should ever be left waiting on something that may well be critical to your business’ IT, particularly if you’re being delayed by someone who doesn’t really know their stuff.
Our golden rule is that every single call counts. So, we make sure every call is answered by someone who can really help. No call backs, no delays – just a direct line into someone who can offer the fastest route to a fix.
Quick Facts
- Open 8.30AM – 5:30PM Monday through Friday
- Currently handling over 100 Calls a day
- Average wait time of 11 secs
- Over 400 active clients
- 11,711 Closed tickets in 2023
- 86% of our customers have been with us for over 5 years
Our Golden Rule
Our Helpdesk handles over 100 calls each and every day, with an average wait time of just 17 seconds to speak to one of our technicians
Our golden rule is that every single call counts.
We don’t log tickets and call you back, our technicians answer the phone and start working on your problem straight away.
Furthermore, we don’t allocate an amount of time they can spend on the call, as long as they are able to resolve it the issue stays with them. Obviously more complicated issues are escalated to our second line team and the most critical issues, such as service is completely down, will go to 3rd line or even our field engineers.
Flexible Access
We have various options to access our support including Pay-as-you-go and Managed IT contracts with 4-hour response and an onsite engineer where required.
We can also enhance these services with our IT Manager service which provides you with a regular on-site visit from one of our certified, senior engineers to help tackle issues and offer advice.
Out Of Hours
There will always be incidents that occur outside of working hours.
Not every client needs a 24×7 helpdesk, however a number of our clients want the re-assurance of being able to contact us outside our normal office hours, in an emergency. This is why we offer a one-off yearly retainer to be used in the event of an emergency outside our normal office hours. Those clients wishing to have an out of hours service, contact us through the normal process and enter a PIN to get through to the on-call engineer.
Remote Management & Monitoring
To ensure that we are providing our customers with the best, most responsive service, we use sophisticated Remote Management software to get ahead of any problems.
By installing this software onto our customers’ PCs, servers, and systems, we’re given visibility over the performance of your IT and are alerted to issues often before you are even aware of them, allowing us to remediate them with absolutely no impact to your business.