IT Support Services
IT Support is crucial for any business. As the day-to-day support function, it’s often taken for granted. But it’s this support that keeps your business running smoothly. Without it, IT issues might affect your business-as-usual functions. Your teams may be less effective, new staff onboarding processes might be inconsistent and lengthy, and sensitive data may be vulnerable if security is compromised. In short, you might find things just starting to go wrong.
This could be for a variety of reasons. Maybe your in-house team is under resourced or lacks the right knowledge. Maybe things are working, but slowly, and you’re not sure why. Perhaps your tech stack has been brought together over time and isn’t integrated as seamlessly as it could be. Or maybe you’re worried whether your cyber security services are up to scratch. Whatever you need, at Dr Logic we offer an IT support service tailored to your business needs, from being able to raise support and request tickets with the IT helpdesk via a dedicated client portal all the way through to managing all your business’ devices. How do we do this?
First, we conduct an IT Factfind to assess what your technology currently looks like and identify how we can provide support, while making suggestions for any potential improvements. We’ll also have a conversation with you on what you want your IT Success Criteria to be.
IT Success Proposal
Once we have a comprehensive understanding of your technology, we create a fully costed IT Success Proposal. This is built around your IT Success Criteria and sets out what we think you need, why, when and how we will provide it.
IT Discovery and Onboarding
We’ll present the IT Success Proposal — ensuring every step and action is fully understood and approved by your business’ key stakeholders — before kicking off the technical IT Discovery phase. This is the start of the onboarding process.
As you can see, we like to work closely with businesses we partner with to go above and beyond the day-to-day BAU IT support.
Who do we help — and how?
‘IT Support’ means different things to different businesses. One business might need an IT Helpdesk with 24/7 support. Another might need support upgrading to a smoother employee on and offboarding process. You might need enhanced IT security, patch automation or device and ID access management. In other words, your business is unique. Our IT Support service professionals work closely with your business to figure out what you need and put these things in place.
We’re not just any IT support company: we’re an outsourced IT support partner, providing a fully managed support service. This means that while we take care of the IT issues that can be so time-consuming for your staff, you can get on with running your business.
By outsourcing your IT to us, you get access to a fully resourced external IT department of Mac and Apple experts. Whether you want a fully outsourced service or support for your existing in-house IT team, we’ll build a world class service tailored to your business. We do this through:
IT Consultancy services
IT Project Management
Providing IT field engineers if we can’t resolve your issue remotely through the Helpdesk.
Our helpdesk can be 24/7, 365 days a year. Providing a single point of contact, with specialised Apple expertise, our support team can answer any questions no matter how big or small, provide technical advice and talk you through fixes in clear, digestible language, all with super fast response times. And did we mention it was across all timezones, too?
We also provide a client portal so you can raise tickets and request a range of IT services, 24/7. When you create a ticket, you set the priority as well. It’s then personally triaged by an IT support team member and assigned to an IT engineer so it’s dealt with quickly and accurately.
And we tailor how we provide IT support based on your current business needs — this ensures that we recognise that the support you need now may not be the support you’ll need in the future:
A fully outsourced Helpdesk, providing a single destination for all of your IT needs
A 100% dedicated in-house Helpdesk, located on your premises so you can raise any issues in person
Support for your existing in-house IT team through a Hybrid Helpdesk, supplementing in-house skills and capacity with our own expertise and resources.
Why Dr Logic?
A long-term partnership
Your business might have grown dramatically and your current IT support provider can no longer deliver for your business. We make changing your IT Support service provider easy through our Factfinding and Discovery processes. As a smaller company, we are flexible and agile enough to deal with any issues that arise — and quickly.
Providing a consistent team: You’ll have the same relationship team from day one so you know who you’re dealing with. The first person you speak with will be the person who runs your account. We won’t tell you one thing and then do another.
Working closely with your business: We’re with you the whole way. As experts in the industry, we take control and responsibility for your whole IT support function. Our hands-on approach means we work closely with you to gradually move support over to our outsourced team. We’ll keep communicating so you feel comfortable with what’s changing and why, every step of the way.
Tailored to your business
Unlike some IT support service providers, we don’t have a narrow focus. If you need support in a specific area, we’re happy to provide it. But we also offer access to our IT Consultancy service. This means we can take the long view of your IT, spot any issues where we think we can help and expand our offering based on what you need.
Charging fair fees
Our IT Success Proposal will set out how much it’ll cost, per user and per year, so there are no surprises.
As founding members of the Apple Consultants Network (ACN), we have a specialism in providing support to devices in the Apple ecosystem. Through our Mobile Device Management (MDM) service, we can manage every Apple device, granting access rights to teams or individuals based on your instructions, making sure they’re up to date with the latest OS and software, and managing security if they get lost or stolen.
We are looking to partner
When we talk about tailored and flexible IT solutions, we really mean it.