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Your IT Helpdesk, anytime you need it

Technical support that lets you focus on what’s important.

IT Helpdesk

​​Get unlimited support from our IT service desk team

​​If the spinny wheel of dread keeps you from getting on with what’s important, our IT Helpdesk can help. Let our IT professionals make lengthy technical issues a thing of the past. With our tailored support packages, your team gets the support they need, exactly when they need it.

Our team is proud to deliver the highest levels of customer service in the business. We can proactively monitor your systems and provide IT support 24 7, giving you peace of mind that you are in the safest hands with IT that just works!

IT to make you happy

Delivered as an outstanding fully managed IT support service, by an expert team that wants to make you very happy.

Let’s fix your business’ IT issues

User Account Issues

There’s nothing more frustrating than when you can’t log in to your PC. Or someone in the team has lost access to the folders and files needed to do their jobs. Our IT professionals will fix any account issues quickly and easily, so your team can get on.

Server Issues

If the power goes out, even for a short time, so might the server. Servers with power issues can decrease productivity and increase stress. You may need our help getting everything back online. Our help desk can troubleshoot any server issue, including configuration mistakes and cybersecurity concerns.

Workstation Issues

Problems with devices can be devastating to a day’s work. Laptops that won’t switch on, printers that won’t print, blue screens, and error messages. Our technicians will know what to do, and you’ll be back online in no time.

Email Issues

Email is still a primary business communication tool, and it can be worrying when things go wrong. We are here to help when outlook crashes, or you can’t find a particular email. Our service desk can help you spot a phishing threat and even correct email sending errors.

The Help Desk Process: IT support when you need it

Step 1

Raise a ticket by portal, phone or email.

Step 2

We will respond straight away and let you know who has your ticket and when it will be resolved.

Step 3

We get to work. If our first line engineers can’t solve it, our 2nd and 3rd Line technicians will.

Step 4

We will keep in contact throughout and email when resolved.

Seamless technical support from our expert team

Online Service Desk

Our online portal is the easiest and quickest way to raise a ticket with our team. You can log in to track the progress of your request in real-time. Chat with the engineer working on your issue and see live updates as we work through your ticket.

Learning Centre

Working with cloud applications can streamline your working processes. But only if you have the know-how. To support training for your team, access our learning centre on the portal, where you’ll find guides, brochures and infographics on topics including Office 365 and cyber security awareness.

Remote Monitoring

When it comes to IT, often prevention is the best policy. As standard, our IT support packages come with remote monitoring and management (RMM). We secure, maintain and improve your IT systems. If our team is alerted to any issues, we’ll act proactively and give you back valuable time.

Always Listening & Learning

After every resolved ticket, we ask, ‘How did we do?’ Real-time feedback means we can see what we can do to give you an even better experience. Our experts stay ahead of the game – when it comes to innovations in tech – to ensure you get the most up-to-date advice.

IT Helpdesk FAQs

What resolution times can we expect?

At SoConnect, we have very clear SLA targets that are based on the type of request. All tickets are assigned a priority level between 1 and 6 depending on their impact on your work. We aim to get your request solved in as short a time as possible.

Can you support my team working in multiple locations?

Yes. With our remote support capabilities and cloud software, we can support your team wherever they are working. We have clients with employees based worldwide (from Hong Kong to New Jersey). If required, we can be on hand any time of the day or night. We are a UK based IT support business with a global reach.

What type of costs are associated with outsourcing my IT helpdesk?

Our helpdesk support is bespoke to suit your business’ needs. We’ll arrange a telephone or video call consultation so we can discover the level of support you require and map out the costs, so there are no surprises. Generally costs are influenced by these elements:

  • Number of users
  • Working hours in which you require IT helpdesk support
  • Is out of hours support required?
  • Are there employees based outside the UK?
  • Which type of products will we be providing help desk support for?

James dealt with our issue very quickly and he knew what the issue was and fixed it. He then called to make sure all was well. Excellent service!

Ewan Nicolson
George Nicolson Decorators Ltd

"James dealt with our issue very quickly and he knew what the issue was and fixed it. He then called to make sure all was well. Excellent service."

Ewan Nicolson
George Nicolson Decorators Ltd

News and Views

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Our IT Support Services

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