IT Support

Everyone on our IT support team has the technical expertise and experience to give you the help you need.

Expert support designed for you

As an IT support client of Arcom you will receive as standard the following services.

Dedicated Account manager with regular client review meetings
Dedicated engineer for an on-site visits
Monthly CSP license report
Monthly ticket analysis report from automated service desk
Quarterly asset summary report
Annual site survey to detail all services, equipment and networking with full schematic report
Same day/next day pick up and drop off of new orders, equipment and repairs

98% of phone calls are answered with the first 3 rings.
Average Response time for High priority tickets: 15 mins.
Average Response time for Medium priority tickets: 30 mins.
Average Response time for Lower priority tickets: 60 mins.
Average fix for High priority tickets 1 hour.
Average fix for Medium priority tickets 2 hours.
Average fix for Lower priority tickets 4 hours.

Common IT Support requests we help with

Every client has their own needs, but the following provides an overview of some of the most common IT support requests that our helpdesk teams help with.

New Setups and Configurations:

Setup new users: new PCs and configuring user profile to specific set of settings required by company policies.
Creating new mailboxes and setup tailored access rights specified to user’s access requirements.
Installing apps and line of business applications.
Setting up additional capacity to an existing infrastructure, for example adding physical servers, Virtual machines in Azure or on Customers data centre.
Upgrades and migrations to new software hardware. An example of this upgrades from legacy unsupported operating systems to new supported versions of operating systems.

Support:

Local PC issues and troubleshooting.
Fixing slow PCs.
Microsoft Licensing - identifying the correct licensing for the use case, as well ad advice on maximising bundled services to improve collaboration, security and reduce unnecessary costs.
Installs new apps.
Configure user profiles & emails.
Setting up VPN.
Network and connectivity issues either to local server or to remote hosted service like Microsoft Azure and Microsoft 365.

Administration tasks:

Access permission to other users Mailboxes and Calendars, Access SharePoint Documents Libraries.

Other tasks:

Liaising with third party providers on behalf of customers.

Fast and friendly IT Support

Our team is full of talented IT professionals with a great attitude to customer service and support so you can always expect knowledgeable, fast and friendly responses to your needs.

We understand how important it is to keep things running smoothly, and we’re always there to help – from setting up initial services to troubleshooting unexpected problems.

You will be given a dedicated member of our team who will work with you to understand your business and its requirements. This will enable us to advise you on the solutions that will work best for your environment and your budget.

Our goal is to make sure your IT infrastructure stays live, accessible and secure at all times and to work with you in the long-term to support your business as it develops.

Remote / Onsite Support

We can resolve issues remotely

For organisations without dedicated IT support, or those wishing to complement their existing IT support team, our remote and onsite support gives you access to an experienced and vendor-certified team of IT specialists.

For remote services, our technical specialists diagnose and fix problems on your systems remotely. If a server or desktop fault cannot be rectified by either telephone or remote diagnostics, Arcom IT’s support contract provides onsite visits by a qualified technical specialist. This is an easy, money-saving way to make sure your IT systems are always performing at their best.

24/7 Systems Monitoring

Around-the-clock systems monitoring

Our proactive 24/7 systems monitoring service gives you access to a range of management tools that allow us to detect, diagnose and solve business IT problems.

By monitoring your server systems closely, this around-the-clock service tracks performance, keeps an eye on the health of your server and flags up any potential issues.

Using our 24/7 helps you to manage your IT systems effectively, reduce downtime and save money on unexpected maintenance or repair.

IT Service Desk

You’re in capable hands

Our IT Service Desk provides dedicated help and support to our registered users so you can have access to experts to help you resolve your IT problems straight away.

Easy to use, affordable and efficient, you can rely on Arcom IT to be on hand when you need us – keeping your business running, your staff productive and your customers happy.

Let's Talk

Support SLA Guide

“Arcom IT have addressed our mail server issues by recommending we switch to 365. We went ahead with this recommendation and we are delighted both with the product, installation, and migration.

We are hoping to move to Share Point, another recommendation from Arcom IT to future proof our systems. The communication and support we have received from Arcom IT has been outstanding. We receive regular reports on our Ticket history, progression of tickets and resolutions to our issues.

Arcom IT have demonstrated their abilities to work with 3rd parties and work collaboratively to ensure any disruption to our service is minimalised and solutions are sought in a timely manner. Every team member at the support desk is knowledgeable, professional and helpful.”

- Amanda Tye - Operations Manager
“My client was extremely happy with Arcom and the services you are providing, and in particular with Mohammed who I believe was very helpful and explained the process in a very straight forward manner.

I wish to thank you and your team for all your assistance to date with my client, it is much appreciated.”

- Nick Myers - Partner, Smith & Williamson LLP

Contact Us.

To find out more about our services and our other solutions, please contact us below...

T: 01483 505055

Get in touch

Learn About Our Other IT and Telecom Services

We're proud to say that many of our clients entrust us with multiple areas of their IT and telecom needs, which helps provide them with a more centralised, unified service which is more efficient and cost effective. Please click on the icons below to learn about our other services: