IT Support & Field Services
IT Support & Field Services
Businesses today need to be able to adapt to rapidly changing technology to keep up with the competition. However, internal staff often don’t have the time or skills to manage complicated office technology — especially considering the rate at which technology changes.
Nationwide field engineers and hardware support
At ITS, we support a wide range of UK businesses by delivering flexible IT support and field services. We work as a supplement to your business’s IT department, which helps you reduce the cost of fully covering your IT infrastructure and workforce.
The backbone of our IT support is a dedicated UK service desk complete with a team of highly skilled analysts. Support tickets are always handled in a timely, customer-friendly manner. For on-site support, we have a large network of mobile engineers stationed throughout the UK. All of our engineers have ample experience and are able to support most PC and server hardware.
Our support and field services are not meant to replace your internal IT team, but rather act as a supplement so your team can focus on internal innovative projects. Our network of engineers ensures that IT support will always be available for your business when you need it.
If you don’t want to commit to a full support offering, we offer varying levels of services to meet your needs.
Critical hardware cover
We provide a variety of flexible support and break-fix cover, including desktop and server support. We employ over 60 field engineers who operate across the UK, and every ITS engineer targets a first-time fix rate when called on-site.
Currently, we achieve a first-time fix rate of greater than 92 per cent. This is 4 per cent greater than the 88 per cent first-time fix rate Aberdeen Group research attributes to best-in-class field service organisations.
Nationwide multi-site support
If your organisation operates from multiple sites, our nationwide coverage gives us the capability to provide IT support that can cover each site.
With three main offices located in Birmingham, London and Leicester and a mobile engineer network from Scotland to Cornwall, our team will manage your IT problems, no matter where they may occur.
Mobile workforce support
Perhaps you, like many organisations today, run a flexible workforce with a mixture of employees working on-site and remotely.
However, one of the challenges of having a widely dispersed workforce is that most internal IT departments can’t spend the time or money travelling around the country to provide mobile staff with support such as laptop replacements or printer fixes. This is where our nationwide coverage comes into play. We support many businesses that have mobile or home-based employees across the UK. Our engineers provide these remote employees with quick response times to ensure that their downtime is kept to a minimum.
If you need extra help within your data centres, we offer a service called Intelligent Hands.
Through our Intelligent Hands service, we quickly dispatch IT engineers to your site to help manage IT installations or oversee network and server systems troubleshooting.
Whether it’s to replace a failed component or simply to offer our expertise, our engineers are only a phone call or web form submission away. When a physical presence isn’t necessary, remote technical assistance is always available.
Our IT support and field services provide:
- 24/7/365 IT support
- Unlimited telephone and remote support
- Network monitoring
- On-site field engineers
- Hardware maintenance and break-fix service
- Guaranteed response and fix times