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IT Support

Primary ICT Support seamlessly delivered IT Managed Services provide peace of mind to many organisations across several sectors, including education, local authorities, charities and single-site businesses. Our Managed Services ensures ‘always on’ IT, allowing you to pass the responsibility and workload of managing your IT and service delivery team to us, leaving you free to focus on your day-to-day business activities.

No matter which managed service option you choose, you will benefit from the wealth of technical experience and expertise we have within our systems support and professional services teams. Our highly qualified team of in-house experts hold certifications from the vendors we work with including Microsoft, Dell, Avast and Fortinet and have expertise ranging from network infrastructure and wireless, high-end server and storage systems, Windows and Apple networking, through to collaboration platforms like Microsoft Office 365.

Onsite Managed Services

There’s more to our Fully Managed Services than on-site staff. Our Fully Managed Services combine the advantages of having staff based within your organisation; – a familiar face available to provide responsive desk-side support, with the reassurance of scalable, centrally delivered services, operating from our Leeds head office. We also have offices located in Newark, Lincolnshire and Cleethorpes in North East Lincolnshire. These can include a central help desk, remote monitoring and management of core IT infrastructure, and technical escalation points to augment the on-site staff and assist with any complex, or specialist, issues.

Our team can remotely or locally manage your infrastructure and equipment, adding to the resilience and security of your network systems by keeping your infrastructure up to date with the latest security fixes and patches.

Operating to agreed service levels with targeted Key Performance Indicators, our Fully Managed Services transfer responsibility for as much of your IT infrastructure to EE as you choose, offering clear accountability and peace of mind to your organisation.

Hybrid Managed Services

For customers who don’t require a permanent on-site IT service team, we can provide a Remote Managed Service. This service offers the features and benefits of our Fully Managed Service, without dedicated on-site staff. Our Help Desk provides support directly to users if they have issues, either offering simple advice on how to complete an action or taking full remote control of the user’s machine to resolve a problem.

Where an issue can’t be resolved remotely, we can provide regularly scheduled, or ad-hoc, engineering visits to resolve the problem.

Service Delivery

All of our Managed Services are delivered to ITIL principles, ensuring that services achieve agreed service levels.

Your Service Delivery Managers will oversee your service and really get to know you and your operation in detail, supporting the development of your IT strategy. The Service Delivery Manager manages the Primary ICT Support’s on-site team, ensuring the service is delivered according to your priorities, and providing you with clear ownership of your service.