IT Support | Bury St Edmunds, Cambridge, Suffolk | Green Duck

Straight-talking IT Support

Here’s a genius idea – What if you could get great IT support without all the waffle and jargon?

Customise your IT Support

Customise our baseline IT plan to perfectly fit your organisation! Take a look at all of our add ons to help you tailor our support to your needs.

Office 365

Office 365

Use the whole Microsoft suite on the move. Office 365 lets you work anywhere with your favourite apps

Connect

Connectivity

Keep your team connected with skype for business and streamline your organisations communication

Telephone

Telephony

Flexible telephony to streamline communications, reduce costs and boost productivity.

Virus Protection

Antivirus / Antimalware

Safeguard your hardware with Webroot, a world leader in enterprise scale virus protection

Update

Update Management

Keep your software safe! Let us handle your software updates remotely to ensure you save time and stay secure.

Password Security

Password Management

Forget the hassle of creating ultra secure passwords and changing them regularly. Let us help manage your teams passwords centrally.

Data Centre

Private Hosting

Let us take care of your files in one of our 3 private datacentres (located in Cambridge, London & Bury St Edmunds)

Backup

Backup

Ensure your business isn’t interrupted with our regular backup service with quick recovery

A problem shared is a problem halved – We are here to support you

We recognise that not everyone understands technology. That’s why our call handlers speak in plain and simple terms to understand the problem and then translate this into technical language for our technologists and engineers to then sort out.

We are here to support you, with all clients receiving unlimited support during office hours as standard. If your problem is out of hours, we are still here to help you on a pay as you go premium, so you only pay extra for the out of hours support when you need it.

Similarly, most of what we do is offered as standard, although we are able to offer on-site support if required by arrangement, either at the time of the support request or as part of our agreement; whichever works for you.

We offer you free access to our ‘Desk Director’ portal, which allows you to view your support tickets and progress in real time. We still update you on progress proactively, although we find our clients like to see what’s going on behind the scenes as well as keeping track on what’s going on in their wider company structure for logged support tickets.

We love clients who value their IT investment, our job is to keep it all in great working order and doing everything you need it to.

Great customer service

We are measured by Service Level Agreements (SLA’s), although we are ultimately measured by our clients who demand responsiveness, understanding and our ability to resolve their problems as quickly as possible.

We use tools including ‘Smile-Back’ to measure client satisfaction on every support ticket. We do listen to feedback and we use this to make improvements in how we work.

developer at keyboard

A friendly and approachable team

We know how frustrating it can be to wait in a queue for help with simple fixes. Many of the support tickets raised are things that stop you working, yet can be resolved quickly, such as a password reset or a locked account. Our 15-minute triage service, helps to filter these out and resolve these quickly wherever practical, meaning resolution times can be quicker with less queues for basic things.

We can never guarantee technical fixes within a given timeframe, yet we will keep you updated and with our Desk Director portal, you can also quickly access the latest updates for your support tickets.

OUR INCIDENT PROCESS

Our service desk follows ITIL best practice:

Log Issue

Incident Logged

Ticket

Create Ticket & Categorise

Fix Issue Icon

Incident Resolved & Closed

Waves Duck Waves