Tailored IT support
Our flexible IT support service is entirely based in the UK, at our head office in Tamworth. The dedicated team of specialists provide unlimited IT support for all of our contracted users, from 8am – 6pm, Monday to Friday, with out of hours support available by special arrangement.
We offer a range of IT Helpdesk solutions, to allow every organisation to select the one that best suits the unique requirements of their operation.
Our IT Helpdesk is available without a contract, to assist smaller organisations that may have the occasional IT issue to resolve; unfortunately contracted clients take priority and our response may not be immediate.
For organisations that require occasional support for applications, back-up and anti-virus software, we offer a token-based IT service, with no contract, but pre-defined SLAs to offer peace of mind that problems will not stall a business for too long.
Helpdesk Plus is the most cost effective way of providing your business with core IT helpdesk support services.
Helpdesk Plus is a support solution designed to not only reduce business costs, but also to increase user productivity through increased uptime. It is a flexible solution that supports the heart of all businesses.
Generally, helpdesk costs and staffing are problems that IT managers could do without. The provision of comprehensive support to computer users can still be resource intensive, restricting the time that IT managers spend on strategic planning. Helpdesk Plus is a solution designed to specifically reduce these issues.
Giving you access to a team rather than an individual, Helpdesk Plus provides a fundamental improvement in the level of support experienced by your users.
Helpdesk Plus is a contract structured investment based on a monthly per user ratio for the standard service elements with uplift for any optional services that you require, such as user training, disaster planning or consultancy. Contracts can range from one year to five years with the cost per user fixed for the term therefore providing businesses with financial predictability when it comes to IT support.
As standard, Helpdesk Plus covers your server and workstation operating systems. Most mainstream user applications are also included. All problems are rectified within predefined timescales and the most appropriate response mechanism, for example, telephone or remote access.
All users have unlimited direct access to our helpdesk during normal working hours for the resolution of software faults.
Our experience has shown that firms who do not wish to totally outsource their IT function may have a need for support that goes a stage further than typical hardware and software maintenance agreements. For that reason, we provide Support Plus.
Support Plus has been specifically designed to augment your existing IT resource, providing our clients with unlimited access to a huge range of skills and experience as and when they need it.
With an ever-changing technology landscape, Support Plus is a cost-effective way of providing your business with core IT services that support all the latest technologies. This may in turn release internal IT staff to concentrate more on business strategy rather than operational day to day support of the users.
Support Plus is based on the user headcount within the business. Contracts can range from one year to five years with the cost per user fixed for the term therefore providing businesses with financial predictability when it comes to IT support.
Support Plus provides cover for the server estate, laptops, printers and all active networking equipment on an unlimited basis for the duration of the contract as well as unlimited parts for hardware. Microsoft and Apple operating systems and most mainstream user applications are also included.
All problems are rectified within predefined timescales and the most appropriate response mechanism, for example, telephone, remote access or an onsite visit from on of our team of engineers.
Flex is our managed service solution. It incorporates everything that an organisation might require from an operational and strategic point of view. We have designed the range of services to offer any organisation a practical, pragmatic alternative to managing its own internal IT resource.
Flex is a fixed term, fixed cost partnership, based on the number of users within the business and delivers total peace of mind. It is made up of modules which enable clients to select the elements that are most appropriate to their business with the fees being based on the number of elements selected, multiplied by the number of users.
The service provides a high level of support across a range of disciplines, whenever users need them, from training to helpdesk queries. We assume responsibility for managing our clients’ IT infrastructure, which can either be hosted in our Tamworth datacentre or remain an on premise solution for clients that prefer that option.
A managed service is all about ownership; it’s about understanding who is responsible for each element of the total solution. For example, Flex enables us to assume responsibility for managing all third-party applications and service providers under the terms of existing support arrangements, but with Quiss as the single point of contact.
The Flex solution incorporates all the services you would expect and perhaps a few that you wouldn’t. As standard the solution provides the following:
- Professional designed robust network infrastructure – including a detailed audit of your existing IT infrastructure
- Network administration and management – includes set up, modification and management of user accounts, distribution lists, network printers etc.
- Unlimited user helpdesk support
- Remote and onsite support
- Statistical reporting – quarterly call statistics to track issues, frequency and responses
- Unlimited server software support
- Unlimited desktop software support
- Unlimited server and desktop hardware support
There are numerous optional extras that can be added to your contract which includes but are not limited to:
- Out of hours service and installation
- Comprehensive network administration and management
- Disaster recovery
- IT training
- IT consultancy
- IT project management
- Third-party supplier management
- Asset and licence management
- 24 hour remote monitoring