Support Services
We specialise in providing IT support services to small and medium sized companies who rely heavily on their IT infrastructure to manage their business. With Wizard managing your IT services you can get on with running your business safe in the knowledge that your systems are being maintained
Our suite of IT services can be tailored to meet your specific requirements and cover all your IT eventualities. We can work with you to perform a full review of your business and help assess what specific services would benefit your organisation the most.
Support Packages
Pay as you go
We know that companies either aren’t in a position to, or don’t want, to commit to fixed price services. The majority of our clients operate on a flexible on demand basis. This approach ensures you only pay for the services you use, but still allows you full access to all our resources and skills, and you literally pay as you go. This approach also allows you to use us ad hoc for occasional specific project work
Fixed Contract
Alternatively for those clients who want the assurance of knowing they know exactly what their regular financial commitment is a fixed contract service can be operated. This will be calculated based on joint discussions to agree what level of service will be required to meet your specific needs. The benefit of this approach is that you know how ever much support you require from one month to the next you pay the same amount for the contract agreed services.
Whichever approach you take we have an exceptional database application that allows us to supply you on a regular basis with full details of everything you have spent on your IT services, what actions were taken, how long it took, who was involved and what the outcome was
Support Methods
We offer a number of services to support all aspects of your IT Infrastructure from
Heldesk
First port of call for any issues will be to raise a call by telephone or email to the help desk. The Helpdesk is open from 9am to 5.30pm weekdays, other hours are options within your contract
The helpdesk is staffed by a range of different skill sets including your technical account managers when they are not at client sites. The average age of our helpdesk staff is 31 which demonstrates we only employ qualified engineers and not inexpensive trainees
Helpdesk staff are qualified to assist verbally or remotely depending on the type of problem
Escalation of a call to carried out onsite is determined by the engineer / customer, depending on the type / severity of the problem
Remote Support
Using a range of remote support software packages we are able to connect to your PC’s, Servers, Apple Macs, Printers and other Network devices to assist in any issues you may have.
This also enables us to access your equipment out of hours without needing to attend site
Onsite Support
Sometimes problems need to be resolved onsite. Our experienced field engineers will come to your premises and resolve your problems in a professional and efficient manner, working with you just like any other employee would
Remote Network Monitoring
Rather than most IT support which is reactive, Remote network monitoring allows us to take a proactive approach to maintaining your networks and reducing downtime risk. We use both manual and automated tools to be able to quickly identify potential issues, spot threats and take actions before they affect your operations. We are also able to keep your network up to date with the appropriate patches and upgrades to ensure it runs at optimum performance. Remote monitoring can save you time and money of managing a reactive problem that could have been spotted in advance and managed before it impacted the busines
Server Performance Checks
Even if you utilise automatic server monitoring, often these services only provide basic notifications and may not warn you in advance of issues that may lead to performance problems, such as software and security updates or minor faults in the event logs. We can perform manual checks on a regular basis to spot the early signs of potential problems before they impact your business. This provides you peace of mind that your systems are functioning as they should be
Desktop / Laptop Performance Checks
With regular usage most PC’s experience a gradual reduction in performance over a period of time, and so in order to ensure they operate at optimum levels we recommend a regular performance check. This ensures that the operating system and software packages are up to date, hardware devices are updates, temporary files are removed and antivirus & Mal/Spyware scans are checked for accuracy
Emergency Callout support
If business critical emergency occurs you need a guaranteed and rapid response. Our engineers are trained to deal with any emergency. We can provide an engineer to you normally within the hour depending on your location / nearest engineer
Maintenance Days
Support is as much about prevention as it is about responding to your reactive IT requirements. As such we have maintenance days which are scheduled planned days where we visit you to discuss the IT issues you have recently encountered, run maintenance checks on your infrastructure and review how your business is performing against your business objectives. As your business objectives and priorities change over time it also gives us the opportunity to spend some face to face time with you, understand your corporate goals, discuss proactive approaches and answer any questions you have
User Assistance
These days most of your employees rely on their computers to carry out their daily jobs. With more and more software at their disposal often questions arise and need answering. How do I? Why does this happen when I? What do I do when? Wizard have extensive experience in most office software solutions and are also a certified Microsoft partner, so are confident we can help your user’s with all their questions and queries.
