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Complementary Support Service
   
Above all, we recognise that supporting people is as important as supporting computers. We believe passionately in the importance of quality
people, delivering a human-to-human service:
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All calls are answered by qualified Service Desk engineers. We do not employ “call-loggers” whose only job is to take a message
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We resolve 75% of problems in 30 minutes or less
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Our Client Management System puts critical client information at the fingertips of every engineer answering a call or dealing
with a client problem
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We have systems in place that ensure that the right engineer is allocated to the task in question
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Our extranet offers clients proactive updates and real time tracking of live support issues
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Clients are given the option to feedback personally on all interactions, and this feedback directly impacts on engineers' monthly pay
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We help to identify user training requirements for our clients, increasing productivity and helping to minimise on-going support costs
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The IT WLR platform delivers comprehensive user-friendly reports for clients wishing to analyse their IT and support needs
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