Managed IT services
Remote IT support
All too often, calling your remote IT support provider means being given a reference number and then waiting to hear back before the problem is looked at and hopefully fixed. When incidents are handled in this way, it can leave staff feeling frustrated and in the dark as to when issues will be resolved.
Optimising IT has a different approach. With our managed IT services, your staff can contact us by email or telephone, safe in the knowledge that our experienced second and third level team will manage any incidents through to resolution, all the while keeping them informed of progress — resulting in minimal staff downtime and frustration.
78% Average First Contact Resolution
98.8% Average Customer Satisfaction Score
Rapid Response Time
Cyber Focused Approach
The service
About our remote IT support
We’re human, and we’re here to help.
Optimising IT was named the Best Small Enterprise Managed Service Provider at the IT Service & Support Awards 2020. You can trust us to provide you with your IT Desktop Support for your business.
We take the hassle and wasted time out of IT issues. No more waiting around for days to hear back. No more grumpy IT guys using complicated jargon. No more assuming you have done something wrong or stupid.
Optimising IT provides friendly IT support that is patient and actually listens to your issues. We’re quick to pick up the phone and quick to solve the problem. If we can’t solve it over the phone, we’ll keep you updated every step of the way until we do solve it.
78% First Contact Resolution (FCR)
We will keep disruption of your business at an absolute minimum. We’re a business too, and we know how disruptions can quickly affect business performance. Your success is our success, so resolving your IT issues is our top priority.
We prevent problems even better than we solve them. We’re not in the business of patching things back up until they break again. Our team of IT professionals are trained to identify opportunities where we can help prevent similar issues happening again, saving you money and future headaches.
About the service
How our remote IT support works
Anyone can say they’re great at what they do. So, it’s essential first to see how that business works. Here’s how our remote IT desktop support works:
1. Identify
An issue is identified by a user or via our real-time monitoring alert system.
2. Log
The issue is logged via email, phone, self-service, chat, SMS or monitoring alert. We now know about it, and we have the details.
3. Resolve or process
We resolve 78% of the calls we take before you put the phone down. If we can’t solve it on the phone, we’ll provide you with a reference number.
4. Resolved or escalated
We usually resolve 100% of issues that we couldn’t solve over the phone within 2 days. If it’s a real head-scratcher, our team will escalate the issue to the third line team or a third party resolver group (pre-agreed in escalation routes).
5. Monitor and communicate
We keep you updated with progress as and when it happens, which we can provide via email, phone call or via our customer portal.
6. Quality control
Following every issue with solve, we will perform a quality control check to ensure similar problems don’t happen again and formulate a plan to deal with them quicker if they do. In some rare cases, we will perform a major incident review (if required).
Frequently asked questions
