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Many companies have specific requirements from an IT support provider. Perhaps because they have an IT department in-house who take care of software, servers and networks or because their requirements in these areas are so unique that they’ve had to hire in a company that specialises. Either way, it can often be of great benefit to a company with many computer users to outsource the support for desktop users to an outside provider.
Desktop support is available from a wide variety of IT support companies with varying levels of coverage and payment schemes. Whether your organisation’s staff are experienced IT veterans or novice users, desktop support can greatly improve the efficiency of your IT systems and dramatically reduce downtime due to software and hardware problems. It also allows your dedicated IT staff to concentrate on their core tasks.
Desktop Support Options
There are two main options for desktop support:
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Helpdesk Support
The IT support company will provide support to your computer users via telephone, email and internet. They will attempt to diagnose the problem and then either take the user through a solution they can implement themselves or take remote control of the computer via a secure connection and execute the required steps.
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On-site Assistance
If the problem is too severe for solving remotely a technician can visit you on-site to diagnose and fix the problem. This might include running advanced diagnostics, reinstalling hardware or software and even replacing worn or faulty components. In some cases a replacement machine will be provided to allow the user to continue working.
Desktop support can be expanded to cover other devices like printers, scanners and even IP phone systems. Many providers will also be able to offer server monitoring and support to ensure maximum performance, regularly scheduled back-up and impenetrable network security.
Choosing a Desktop Support Provider
You might encounter a few different payment options for desktop support including contracts where you pay a fixed amount monthly or quarterly, pay-as-you-go schemes where you pay only for services used and pre-pay arrangements where you pay in advance for a certain amount of credit.
Check whether parts and call-outs are included in the pricing and also what guarantees are made about response times and fixes. One of the main aims of desktop support is to minimise downtime so make sure that assurances are made about the swiftness of problem resolution. Some providers will also include scheduled maintenance in their contracts which helps to prevent problems before they arise.
Quotes for Desktop Support
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