Complete IT Support

We don’t believe in a one size fits all approach to IT support – that simply ends up including things you don’t need, and missing the things you do.

Instead, we prefer to sit down, discuss your needs and build a package around you and your IT infrastructure. Whether it’s lending a helping hand to busy IT departments in times of increased workload, or it’s taking over the entire IT function of an organisation, we can take care of it.

By the time we’ve put together your bespoke package – offering exceptional service at a great price – you’ll see how we offer IT & Technical support with a personal touch.

What does our Complete IT Support service include?

While each of our Complete IT Support packages are built around the individual needs of our customers, the service typically covers:

Regular IT System Audits
Network Management and Support
Public and Private Cloud Services Management
Server Management and Support
Desktop and Notebook Support
Telecommunications
Backup Planning and Management
Antivirus and Client Security
Updates and Patch Management

Wherever you are, we’ve got you covered

Our team of experienced IT experts have got the skills and the know-how to resolve a whole range of issues from anywhere in the country. This is becoming increasingly important in a post-pandemic world where it’s no longer a given that staff will be onsite.

And while we are always ready to address technical problems quickly, we prefer to be proactive by monitoring and performing regular maintenance – giving you the peace of mind that we won’t only be there when something’s gone wrong.

Getting us on board is easy

Give us a bell

It goes without saying that the first step to getting us on board is getting in touch. Drop us a line, we’re a friendly bunch!

Getting to know you

Starting with a call with a technician, and ending with an onsite exploration to fully understand your needs, this step ensures the package we create is perfect for you.

The ideal plan

Once we’ve got to know your IT needs inside out, we’ll put together your bespoke support package ready for your approval. Once that’s signed, we’re ready to get going!

What we need

We’re more than happy to walk you through every step of the process – after all, you’ve come to us because we’re the IT experts! However, it’s always handy if you can collate a few key pieces of information before our discovery session.

How many business premises does your IT environment cover?
Do you have any on-premise servers? If so, how many?
How many Desktops/Laptops do you have, and are they PC or Mac?
What operating system are they using?
Do you currently back up your data to the cloud or on-premise storage?
What type of internet service do you have (eg Fibre-to-the-cab, lease line)?
How is your networking infrastructure set up (e.g. firewall, switches, wireless access points)?
Do you need us to support any printers?
Where are your emails hosted (e.g. on-premises, Office 365 or Google Mail)?
Do any of your users need to work remotely?
Will you require support during non standard business hours?

Got any questions for us?

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How does the Service Desk work?

Logging a support ticket with us is simple; it can be done via phone, email or our online ticketing portal.

If it’s a quick fix ticket – i.e., a password reset or similar – a service desk technician will generally deal with it immediately and the case will be closed within 20 minutes.

If it’s not a quick fix ticket, it will be passed to the most appropriate service desk technician who will start the job and deliver a fix within the service level agreement.

How quick is the response time?

The service level agreement is part of your IT support contract with AMiTEK. This defines the response and fix times that you can expect to receive.

However, we pride ourselves on delivering over and above our written service level agreements, so you can expect your issues to be resolved quickly and efficiently.

All support tickets are given a priority based on their severity and are escalated accordingly.

How proactive are you with support?

A ticket reference is provided for every support ticket logged and can be tracked via email, our online portal or on the phone to one of our technicians.

Our service desk technicians will keep you updated on the progress of your ticket and will confirm you are happy with the outcome before the ticket is closed.

We also provide feedback surveys for closed cases to ensure we are delivering on the service we promise.

The call stats are reviewed regularly by the service delivery department to ensure we are providing the best possible end-user experience. The call statistic information will also be used for service review meetings (depending on your contract) and will go towards building a long-term IT strategy roadmap.

How much does IT support cost?

We like to keep things simple and transparent while fully understanding your needs. Please contact us here so that we can learn more about your requirements and provide an accurate quote.

Do you have 24/7 support?

We do have engineers working out of hours to cover remote support 24/7. However, calling the out of hours team does require an ‘Out of Hours’ contract.

What our clients think…

“Barnsdale Lodge Hotel has had a very good working relationship with AMiTEK Ltd for the last four years and continues to do so.

It gives me great pleasure to endorse them as a company. The team at AMiTEK deliver an excellent level of service and provide courteous staff who understand, when necessary, special requests and demands put to them.

If you would like any further information, as a reference for this company, please do not hesitate to contact me.”

Warren Browning . General Manager
Barnsdale Lodge Ltd