IT Support & Help Desk

IT Support, IT Services and outsourced help desk for business users

Our IT Support team ensures your users are productive and your computers run smoothly.

Providing you a dedicated telephone, email and live chat help desk, our technicians can connect securely to your users to diagnose problems, with over 80% of IT Support issues resolved same-day.

Pricing is based on the size of your IT estate, with three-month rolling contracts, financially backed by a Service Level Agreement.

4 out of every 5 issues resolved same-day

Our primary KPI on help desk is to resolve at least 80% of IT Support issues raised by our customers same-day, and we consistently achieve this.

We publish our latest performance stats right here on our website, and you can monitor your own personal statistics within our management portal.

The percentage of support issues raised with us that are fixed on the day they are raised.
28 day rolling average updated 21/03/2023

Open 7am to 9pm, Monday to Friday

We're offer our customers our full help desk IT services for up to 14 hours per day, from 7:00 am to 9:00 pm Monday to Friday, with 24/7 emergency IT Support coverage outside of those hours. You can choose from one of four help desk packages, depending on the best fit for your business.

Monday to Friday070809101112131415161718192021
Standard Help desk  9am to 5pm, 8 hours    
Early Help desk7am to 5pm, 10 hours    
Late Help desk  9am to 9pm, 12 hours
Comprehensive Help desk7am to 9pm, 14 hours

Issue management & analytics

Account administrators within your business can monitor key statistics and performance indicators on our service at any time via our secure management portal, including:

  • Call rates
  • Resolution rates
  • Issue lifetimes
  • Lists of all issues raised and their current status
  • Upcoming bookings and events

Call, chat or email

Contact our IT Support team however suits you best, via phone, email or our bespoke live chat system.

We aim to answer all calls within three rings, emails within fifteen minutes and our live chat is always manned and ready for a near-instant response.

IT Support & Help Desk

80% Same Day Resolution
Flexible, rolling 3 month contracts
Open 14 hours a day
24/7 emergency cover
24/7 monitoring
Security patches, updates and reboots
Regular maintenance inspections
Antivirus and malware protection
Managed backups and restore tests
Onsite support
Remote Support
Technical Account Manager
Itemised issue tracking
Analytics & Reporting
Secure management portal
Parts procurement
Calls answered within 3 rings
Emails triaged within 15 minutes
Live chat
Financially backed SLA
Paperless billing
Flexible payment options
ISO 9001 Quality Assurance
Regular satisfaction checks
Helpful & always gets the job done, ctm IT Support always go above and beyond!
, Office and Facilities Manager
Particulate Emissions, Cambridgeshire

Looking for outsourced IT Support?

Find out how we can help, we're ready and waiting to answer your questions.