Why do things always seem to go wrong with your IT equipment just when you need to do something in a hurry? Access to experienced, Microsoft Certified experts is on hand with Sure IT's help desk.

Sometimes your computer hardware just comes to the end of its life, configurations are corrupted or external factors like viruses and spyware invade and try to destroy your systems.

We will do our utmost to assist whether you are new to us, an existing customer or a support contract client.

Outsourcing your computer support and IT Help Desk makes sound economical sense. You are able to share the resources of a pool of highly experienced and skilled technicians. This avoids your business having to pay the salary, sick pay, pension etc etc of an in company IT support person who may not be fully utilised for the entire working week. Add to that the fact that our support packages give out of hours support and you can quickly see the benefits.

On-line Support Ticket System
Should you be an existing support contract client, you have the comfort of knowing that you are a priority customer. Your IT problems may be reported in the following ways:
By phone - Email - Our online Support Ticket System.
Whichever method you choose, the problem/request will be recorded on the ticket system, whether by ourselves or you, the client.

Using our on-line help desk support system you can easily :-
Initiate a ticket.
Update a ticket.
Check the progress / current status of a ticket.

Each month the open and closed help desk support tickets for that period are reported upon to show our performance in responding to your problems. This also aids in identifying recurrent problems that warrant further investigation.

When your support contract is arranged we will agree a Service Level Agreement (SLA) of our response times to your problems. This gives you the satisfaction of knowing the maximum amount of time your problem will take to be answered.

Adhoc Help Desk Calls
If you have found us purely because you have an immediate IT problem, then we will be happy to assist all we can within normal office hours. We use industry leading remote access software, with your consent and under your supervision, to investigate, diagnose and resolve issues. This avoids the inconvenience of uprooting your PC and bringing it onsite. We are also able to take card payments over the phone for such calls, which again offers the highest level of convenience.

Should we not be able to help, we will try to recommend alternative sources for you.

Support via Remote Control
Small Business Server (SBS) customers will be assisted using the in-built remote help desk functions. For all other customers we use our partnership with logmein.com to allow us to remotely control your desktop in a secure, supervised and efficient manner. Our ultimate aim is to minimise the time that a problem interferes with your productivity.

All problems are investigated by a Microsoft Certified Professional (MCP) with escalation to a Microsoft Certified Engineer (MCSE) if necessary. This provides you with the assurance that the problem will be resolved in the most timely manner possible.