Managed Help Desk

Managed Help Desk

LAN Support has been providing ‘off premise’ Help Desk services to small to medium sized companies for over 20 years, in fact if your company has between 3 and 250 employee’s then speak to us about our Managed Help Desk services.

Our highly experienced team serve as a single point of contact for all your technology support needs. Certified and trained in the latest managed cloud technologies, LAN Support’s IT professionals work closely with each client on an on going basis to ensure the best ‘off premise’ service and technical support your company requires.

With our service desk based out of our head office in Surrey, LAN Support lets clients remove the entire burden of technical support delivery, allowing your people to concentrate of their own tasks with minimal disruption.

We use advanced service desk systems to deliver on Service Level Agreements (SLA) defined by you at point of contract along with state-of-the-art remote management and control so we can remote to your device and swiftly fix your issue.

Call escalation processes are defined and structured to quickly resolve issues, saving time and money. And you will see further savings by employing more of our Managed Services such as Patch Management, SPAM Filtering and Office 365.

4 Ticket Types

Service Request Ticket

A request from a user for information, or advice, or for a standard change or for access to an IT service. Service requests are usually handled by the service desk, and do not require a Request For Change to be submitted.

EXAMPLE: Reset a password, email issues, printing issues or provide any standard IT services for a user.

Incident Ticket

An unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident.

EXAMPLE: Failure of one disk in your server, pc or laptop. Failure of Internet Router; Failure of networking.

Problem Ticket

A cause of one or more incidents. The cause is not usually known at the time a problem ticket is created, and further investigation is required.

EXAMPLE: A power outage results in disruption of service to several users in the company.

Change Request Ticket

A ticket describing a change that might resolve one or more problems or incidents. It may require approval by other members of your organization before it is made.

EXAMPLE: Replacing a server to resolve multiple performance issues with multiple customers. Those issues may be logged as problems or incidents, while the replacement is logged as a change request linked to those problems/incidents.

Business Benefits

  • 1
    Small teams

    As a Help desk client you will have access to a small dedicated support team who will get to know you and understand your business personally. No ‘off-shore’ contact centres with lost translation.

  • 2
    Closed Loop Communication

    We believe that communication is the single biggest factor to delivering a great service. Our advanced helpdesk system keeps you up to date with all the latest information you should know about your ticket until resolve; we call this ‘Closed Loop Communication.

  • 3
    Monthly Reporting

    Monthly reports from our help desk team detailing how many tickets have been resolved, service level targets achieved, ticket issue type, plus lots more.

  • 4
    Quick Response and immediate access to ticket information

    Fed up with waiting around for a response. Our Service Desk delivers a first response immediately and planed response within 30 minutes?

  • 5
    Onsite support when you need it….

    When something cannot be fixed remotely then pick a package that includes emergency onsite support and get the very best in response times at no additional charge.

  • 6
    Hassel free and Simple On-Boarding process

    Hassel free and Simple On-Boarding process Let’s face it, no one likes change but when the time comes we are here to guide you all the way. We will provide you your very own on-boarding account manager who will deal with everything from talking to your current IT Support to migrating any services such as email, remote backups, domain names and so on. So you can sit back and leave the IT to us..

  • 7
    Fixed fee, PrePay or Recurring

    Choose from Fixed fee ‘all you can consume’ monthly contract or PrePay by consuming support by the minute or pay for a set of regular tasks to be completed on a recurring basis. The choose is yours, you can even mix-and-match.

  • 8
    ITIL best practices

    Our Help Desk follows ITIL best practices and provides a hosted incident system.

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View our Case Studies

  • “During our first consultation with you I felt confident and at ease that we were talking to the right people. As promised your team migrated us exceptionally well and quicker than expected. Our technical issues have reduced by half since moving to LAN Support. Thank you”.

    David Jones

  • Migrating from our old IT Support company to LAN Support was does done in a clam and confident way, LAN’s dedication to customer service was simple brilliant”

    John Wickens
    Simco

  • I have been very impressed thoughout the whole onboarding process, from making sure that we picked the correct services to deliverying them, I would say that you have set the benchmark in customer support.

    Yannick Wilson
    Simco

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