Assisted & Complementary IT Support

Does your internal IT team need more support?

Whether your team is overstretched, or you require a specialist service or skill-set you don’t currently have in-house, we can offer partially outsourced IT support.

We’ll integrate seamlessly to extend and enhance your internal resources and technical capabilities adding stability and value to your IT operations.

We’ll help improve internal efficiencies and deliver exceptional end-user experience to you and your customers.

Where you may need a little extra help

Add additional manpower when you need it
Quick access to certified & multi-skilled IT professionals
Add quality new technical staff without risk
Help to free internal team to focus on core duties
Add resources to help ease congestion and bottlenecks
Scale up & down quickly to meet changing workloads
Key cover for absences, illness & holidays

Support at remote sites & satellite offices
Additional expertise & manpower for project rollouts
Access to senior technical expertise & industry experience
Help with complex IT issues & major projects
Independent counsel & strategic advice
Access to leading-edge support technology & tools
Add valuable specialist services not available in-house

Here’s how we can help

1st, 2nd Front Line Support

Our experienced team of highly-qualified professionals will work in partnership with your internal team and serve as the first-line of support for your end-user. Our leading IT service management systems and advanced ticketing capabilities will efficiently assist with day-to-day support needs and service requests.

If any issues can’t be resolved by our frontline team, we can either pass back to you, or handle the issue internally with our 3rd Line Escalation team and on-site field engineer.

We’re a 3-star SDI accredited service desk and ITIL aligned, plus all our technicians are fully certified, so you can trust you’re in good hands.

3rd Line Escalation Services

You may want to deal with all your front-line support requests internally and tap into our 3rd line expertise as a resource to escalate more challenging support issues.

Our 3rd line team will work in partnership with you to complement your internal team’s skill set with our expertise, utilising your team’s core competencies to help improve service levels.

Whether it’s a critical incident or a more complex ticket or user request, our experienced technical staff will find the underlying cause of it as quickly as possible, either remotely or with an on-site visit.

Out of Hours Cover

Your IT team may need to support your infrastructure and users outside standard business hours. We provide on-site cover when your team isn’t available, helping you avoid the overhead of employing additional staff. We’ll support your end-users at a time that suits them – perfect for shift workers, early starters and staff working late nights.

Overflow Services

Busy IT departments can experience huge swings in the volume of support requests. Our over-spill services will eliminate this problem. We’ll work as an extension of your internal IT team to pick up the excess during periods of high demand, helping to reduce waiting and resolution times.

Emergency Support

Whether it’s a business-critical emergency (such as server failure) that requires urgent remote support or a rapid on-site visit by one of our senior engineers, we’re here to help get you quickly back up and running again.

Browne Jacobson LLP

Outsourced Service Desk Services for Leading Law Firm

View more case studies

Help with extra skills & manpower

On-site Staffing & Secondment

Finding quality and trustworthy technical staff is very difficult, costly and time consuming. Our people are experienced and fully accredited. They can quickly integrate with your team to cover absences such as holidays, sickness and training if you’re very busy and need extra technical resources to tide you over. Available for long or short-term secondments, you’ll be able to scale your team quickly with minimal risk and commitment.

Extra Project Manpower

As well as staff cover, we can provide additional manpower and technical resources for project rollouts such as upgrades, installations and relocations – if you need an extra pair of hands or additional expertise.

Support for Remote Offices

You may have multiple offices but your IT team is based at a single location. We can provide support and technical resources including any on-site visits to your satellite offices to help rectify issues that can’t be dealt with remotely by your team.