When things don't go to plan, it's call-resolution not simply call-handling you need.

IT Helpdesk

"Your call is important to us"

You'll have heard that before, no doubt.

Because we understand that IT issues can be frustrating and stressful, we monitor your network and systems in real-time. So, should you need to call us, we're probably already aware and working on a resolution.

Whatever the environment, from a simple local network of PCs to a more sophisticated Enterprise network, you can rely on our helpdesk team to handle your question professionally. Qualified and experienced, they'll respond swiftly to minimise any systems downtime, business interruption and lost productivity, while keeping you informed every step of the way.

However you opt to get in touch - by 'phone, email, or through our dedicated support portal - you'll connect to a real person committed to putting things right.

How we work smarter

Remote management is one of the tools in our armoury and an integral part of our helpdesk service. The next best thing to sitting at a user’s shoulder it has seven major benefits:

  1. Response times are cut – issues are resolved promptly, downtime minimised, productivity maintained
  2. Support costs reduced – e.g. a consultant or engineer’s travel time and costs
  3. User’s time is maximised – they can continue with other tasks while the problem is solved
  4. Expertise is on-hand – whatever skills are needed are available from one central source
  5. Access to solutions – any fixes or patches are accessible and can be applied swiftly
  6. Out-of-hours – this can be done when network traffic is lighter
  7. Pre-emptive - fixes and updates can be applied proactively and often prior to issues being experienced.
Speaking to someone who understands the issue and resolves it, but who doesn't blind you with science, or baffle you with technology, that's true IT support!

Measuring up

  • Call waiting time - is the first indicator of our speed of response
  • Support tickets - number logged, time and day, channels used, etc. for resource allocation
  • Issue resolution - speed and means of resolution
  • SLA adherence - striving to significantly beat, not just meet these
  • Customer satisfaction and retention - the ultimate aim and benchmark
  • ISO 9001 and 27001 accreditation

For support

Talk to a real human on 0208 498 4300
Send a request by email click here
Connect to our portal to submit a new ticket or check progress of an existing one.

Customer Experience

Alternative's IT services team has proven to be excellent technically, very approachable and extremely pro-active.

Client - Ecommerce Fashion Retailer

Awards and accreditations

Quality is embedded in what we do, but it's also independently audited and verified.

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