Engineers who know your business. Not a ticket queue.
Your people get fast, friendly help from engineers who know your setup, by phone, email or Teams, and on site when it matters. From a forgotten password to a weekend office move.
Help for every user, every day.
Support covers the people as well as the technology: onboarding, everyday questions, and the projects that keep the business moving.
Helpdesk
Unlimited help for every user with laptops, email, Teams, printers, phones and business apps. Issues are logged, tracked and closed with a clear record.
On-site engineers
Regular scheduled visits to your office, plus a dispatched engineer when a problem needs hands on hardware or cabling.
Joiners and leavers
New starters get a configured laptop, accounts and access on day one. Leavers are offboarded the same day, with data retained and access removed.
Office moves and new offices
Planning, cabling, network, Wi-Fi, AV and phones, delivered over a weekend so your team walks in on Monday and gets to work.
Projects and upgrades
Migrations, Windows and Microsoft 365 upgrades, new systems and rollouts, scoped up front and delivered to plan.
Teams Phone and collaboration
Desk phones replaced with Microsoft Teams calling, meeting rooms set up properly, and remote working that's simple and secure.
The right response for the right problem.
Every request is prioritised by business impact, so a firm-wide outage gets more urgency than a new monitor. Response targets are set out in your service agreement.
Business stopped
Office offline, email down for everyone, suspected breach. Engineers engaged immediately, 24/7.
Team or key person blocked
A department can't work, or a partner or executive is locked out. Escalated ahead of routine work.
Individual issue
One person's laptop, app or access problem, handled by the helpdesk in order.
Requests and changes
New starters, equipment, software and configuration changes, scheduled with you.
About support
How do we raise a request?
Call, email or message us in Teams. Every request becomes a ticket, so nothing gets lost and you can see what's open at any time.
Is support charged per ticket?
No. Under a managed agreement, everyday helpdesk support for your users is included. Projects and new installations are quoted separately and agreed in advance.
Do you support staff working from home or travelling?
Yes. We support users wherever they are, with remote tools that let our engineers help securely without anyone needing to visit the office.
Can you help us set up a new office in another city?
Yes. We have engineers in Hong Kong, Tokyo, Singapore, Kuala Lumpur and Manila and have set up new offices on tight timelines for clients expanding across the region.
“OTCex HK was up and running on the Monday morning after the move and none of our institutional clients suffered any interruption to their broking services.”Eric RabotCEO, OTCex Hong Kong
“Importantly they have been proactive in identifying inefficiencies and recommending and implementing changes that assist our Global IT Team.”Stephen RobertsGlobal IT, Integration & Change Director, Equiom Group
Not sure where your gaps are?
Book a free IT and security review with a senior consultant.