Whether your teams work across multiple sites, support customers throughout the day, or rely on technology to stay productive, one thing is certain:
IT issues bring everything to a halt.
Slow devices, login failures, printer problems or application errors can stop work instantly – especially for remote or hybrid staff.
Our Support Service gives your people quick, expert assistance during the working day, with the option to extend to 24/7 coverage for businesses that need round-the-clock protection.
We resolve issues quickly, apply updates at low-impact times, and keep your team working without disruption.
End-User Support Services
Included within all of our packages, our Support Service provides fast, reliable help to keep your teams online and productive throughout the day.
You’ll get:
- Business-hours IT support (8am-6pm)
- Multiple channels for raising tickets – portal, Teams, phone, email, chat
- Customisable Client Portal with ticket tracking, guides and service updates
- Rapid remote assistance with on-site escalation if required
- Support during busy periods or major technology rollouts
- Help for remote, hybrid and multi-site teams
- Proactive updates at low impact time
- Service Level Agreements to meet your requirements
- 24/7/365 support available on Infinite Assurance
We handle the troubleshooting and resolution – ensuring your staff can stay focused on their work.
What is End-User Support?
End-User Support gives your staff direct access to certified IT engineers during core business hours (8am-6pm), with priority based response times, clear SLAs and multiple ways to get help:
- A customisable Client Portal – to raise and track tickets, log a new request and track invoicing and reporting.
- Microsoft teams tickets
- Phone
- Live Chat
This includes support for:
- Devices, applications and user accounts
- Remote and on-site troubleshooting
- Access issues, resets and device problems
- Hardware failures and connectivity issues
- Software errors and performance slowdowns
- Printers, peripherals and day-to-day IT tasks
For organisations operating beyond standard hours, our Infinite Assurance package includes full 24/7/365 support – ensuring help is always available, no matter when issues occur.
End-User Support is part of your Managed IT service, ensuring seamless, consistent support across your entire environment.
Business Hours HelpDesk
Fast Helpdesk support for day-to-day issues that slow your staff down.
Multiple Ticket Logging Options
Log support requests through a customisable Client Portal, Microsoft Teams, phone, email or live chat – whatever suits your staff best.
Customisable Client Portal
Track tickets, access updates, view guides, access training videos and see service information in one place. Your complete dashboard for IT365.
Remote and On-Site Support
Instant remote assistance, with on-site engineers for complex issues.
Device & Application Support
Devices, accounts, Microsoft 365, Apple, apps, connectivity, printing and more.
Part of Essentials & Elevate
Fully included within these Managed IT packages at no additional costs. Upgrade to Infinite Assurance if 24/7/365 support is required.
Ready to give your staff expert IT support?
Make an enquiry today and we’ll show you how End-User Support can keep your teams productive, supported and confident every day.
Frequently asked questions
Do you provide 24/7 support?
Yes, full 24/7/365 support is included only with Infinite Assurance. Other packages include business-hours support (8am-6pm)
How can users raise a support request?
Through our Client Portal, Teams, phone, email or live chat – all options will raise a ticket to our Support Desk. Whichever option is easier for them.
Can you replace our internal IT team?
Yes. We can fully manage your end-user support or work alongside your existing IT team.
Do you support remote and hybrid workers?
Absolutely, our service is built for distributed teams.
How fast is your response time?
SLAs are customised to your business needs, you choose the level of responsiveness but we aim to have tickets resolve within a 12 hour period.
What type of issues do you support?
Everything from access issues and device failures to application errors, performance, connectivity and day-to-day troubleshooting.
