We know that IT is integral to business success and having a robust infrastructure, clear technology roadmap and ongoing support helps organisations to thrive and grow. Our IT managed services model focuses on ensuring technical quality along with great customer service.

Clients love our transparency with clear reporting, account management and dashboard visibility along with our forward-thinking approach. We pride ourselves on staying ahead of technology and will recommend new solutions and innovations to improve your systems and form your technology roadmap – while ensuring great ongoing IT support.

Our Accreditations

How it works

We provide a fixed-price fully managed IT support model. You pay one fixed cost per month based on a per user per month cost and this covers your IT - as many devices as you need along with telephone, email, portal and onsite support.

We employ a proactive approach by actively monitoring your systems so that any potential IT issues can be resolved before they occur to reduce any potential downtime and avoid a break/fix scenario. When clients do need our help, they benefit from telephone and remote support, which follows a standard three-tier approach to escalate issues onto our 2nd line and 3rd line teams. All tickets are clearly prioritised with associated service level agreements (SLA’s) but we always endeavour to fix issues as soon as possible.

What's included?

  • Unlimited telephone and email support
  • Unlimited onsite support
  • Proactive remote monitoring
  • Standard support between 8:30am – 6pm (extended support also available)

Complete visibility

  • Customisable dashboards for you to view your IT statistics
  • End user IT portal – giving your staff the ability to create, review and monitor their IT support tickets
  • Account management and reports

Value added services

  • Microsoft licensing support and consultancy
  • IT roadmap and strategy support
  • Third party support and escalations
  • Asset management
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98.2% customer satisfaction

We believe in great quality and work hard to deliver customer excellence. We're currently at 98.2% positive customer satisfaction based on feedback from our ticket closure survey results.

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Customer Service

As a service organisation, ensuring excellent customer satisfaction is our highest priority. We maintain consistent levels of high satisfaction above industry standards and invest heavily into our quality processes and service levels. Our staff benefit from regular technical and service training, gamification and reward schemes and we follow quality assurance checks through regular call monitoring and reviews. Thanks to our consistently high CSAT scores and processes, we’ve been awarded 2018 Customer Excellence award from Business Leaders.

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Clear Onboarding

We understand switching IT providers or outsourcing your IT can be daunting, so we have a clearly defined onboarding process, which will be agreed with you to ensure a smooth transition, clear communication and to minimise any risk. Before onboarding we carry out a network and system review to advise you of recommended changes and improvements so that any underlying issues can be sorted.

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Your IT Portal

We provide clients with an IT portal ‘Chorus Connect’, which can be installed on all staff computers, allowing users to easily create, view and check the status of any IT support tickets they have. Telephone and email support are also available, but the portal allows staff to have complete visibility of ticket status and updates to save them time. When onboarded, how-to guides and training can be sent to everyone to ensure they know how to use the portal.

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Additional services

As well as providing IT support, we also help organisations with their cybersecurity and business software development (such as Microsoft Dynamics 365 and SharePoint). Our combination of infrastructure specialists, security consultants and developers mean that we understand the complete IT landscape and can help have wider discussions with our clients about their entire technology setup.

Contact us