What We Deliver
We offer trusted IT support with a personal touch – helping you not only to solve technical issues for users, but to secure your systems and cloud-based applications
When you’re looking for IT user support, you want an IT partner you can trust.
Yes, you want a team of engineers who can respond quickly to technical issues – helping you “get the job done” from day to day.
But you also want that personal touch. A flexible provider who understands your users and your systems, can develop a feel for the issues affecting you, and can advise on minimising IT risks and on dealing with emerging threats.
At Redpalm, we aim to provide that trusted level of partnership, expertise and support.
Talk to an expert
Your Guide to IT User Support
Download Now to better understand how the challenges presented in your IT environment can be addressed, and how using an IT Managed Service Provider like redpalm can take the stress of dealing with them away from you and your team.
Download Now
Driving Customer Satisfaction
-
8
Average call to answer time in seconds
-
92%
Issues resolved same day
-
4,076
Positive feedback from customers
What is IT User Support?
Most companies, regardless of their size, use computers and the internet to manage their businesses. Effective IT services and support is absolutely crucial to keep their digital environment secure and their networks running smoothly.
IT user support refers to the technical assistance provided by IT experts to support your company’s employees by helping them with issues on the hardware and software they use. If your business does not have a robust IT infrastructure and strategy in place, it could put you at a serious disadvantage when it comes to managing your daily operations. When choosing an IT support provider for your business, you’ll have to look for one that you can trust, as they will need sensitive access to your organisation’s networks and devices.
At Redpalm, we offer trusted IT user support to help you solve your technical issues in a secure and safe manner. Our IT support solutions are focused on maintaining your IT infrastructure, installing and configuring your systems and cloud-based applications, and securing your networks. We offer a wide range of IT support services including IT service desk, on-site support and third-line support. With our expertise, we can tailor our IT services to suit the needs of your organisation.
IT Support from Redpalm: Benefits To You
We Aim to Offer Value
At Redpalm, our managed services can help you to keep on top of threats – providing services you may not have the resource to manage in-house yourselves.
Flexible support
We can tailor our IT support services to your needs as an organisation, depending on your size, budget and organisational goals.
Third-line Support
If you’re a larger organisation, you probably have your own service desk but may need third-line IT support. We can become an extension of your IT team, working on back-end issues that are too time-consuming or complex for you to fix in-house.
We Advise on Solutions
At Redpalm, we don’t want to sell you cumbersome security solutions which will be difficult for your organisation to manage on a practical level. Instead, we help you to find the right solutions for your needs.
On-site Support
Some problems can’t be fixed remotely, so we can send engineers to your site. And we also offer “floor walking”: on-site engineers who can pick up “ad hoc” problems which users haven’t logged as a ticket.
IT Service Desk
If you want to outsource IT support altogether, we can provide a service desk with both first-line IT support and second-line support. This can cover common day-to-day issues, and requests such as new users, printing, software installations, permissions, and so on.
Our Approach to IT Support
Personal service
Working with redpalm you get the personal touch, by having a dedicated client manager and a technical engineer assigned to your organisation. Regular in person or remote video meetings enables collaboration with projects or issues.
Trusted with security
Redpalm is a certification body for Cyber Essentials & Cyber Essentials Plus, and a partner within the National Cyber Resilience Centre Group.
Partnerships you need
Redpalm have long-standing relationships with a wide range of respected IT vendors, helping solve your IT challenges.
Technical experts
Redpalm is a Managed Service Provider (MSP) and a leading Microsoft partner. All our engineers are Microsoft certified, ensuring we have the knowledge and expertise to resolve your problems quickly.
Our reach is wide
Redpalm helps hundreds of organisations across various sectors; From international shipping services to a global network of IT engineers.
Value for money
Redpalm’s aim is to provide excellent value for money. We pride ourselves in being able to provide support and advice on the right technology.
Why You Should Choose Redpalm As Your IT Support Company
Regardless of your company’s size or the IT issues that you might be facing, our IT engineers at Redpalm can provide you with a variety of IT support solutions to help you out. At Redpalm, we’re dedicated to offering trusted partnership, expertise and IT support with a personal touch. Our personalised approach means that you will have a flexible IT support team that aims to understand your systems and offer the required IT solutions to minimise your risks.
We also offer responsive and proactive support to resolve your IT issues as quickly and efficiently as possible. With our proactive IT monitoring for your systems and infrastructure, we can help you stay on top of any IT issues, thereby maximising your uptime and performance. With the knowledge and technical expertise of our certified IT engineers, we’re dedicated to providing you with excellent IT user support at all times.
Contact us to ensure that your IT needs are met as and when required!
Talk to an expert
24/7/365 IT System Monitoring
Book Free IT Review
Our round-the-clock monitoring service keeps your network, servers and endpoints healthy. We identify and resolve issues before they become outages, ensuring maximum uptime and complete peace of mind.
Proactive Monitoring
Continuous monitoring of workstations and servers with automatic updates and threat protection.
Types of Issues Solved By IT Support Providers
Troubleshooting, Maintenance and Other Tech Issues
Employees often access multiple devices and software throughout their daily work. Our IT support service desk will help you ensure that your servers and networks are well-maintained and operational at all times. We can help you with troubleshooting and resolving any technical issues that may affect the productivity and efficiency of your employees. We can also install updates and security patches to keep your endpoints and applications running smoothly.
Security Breaches, Malware and Viruses
Your digital environment is often more vulnerable to viruses and cyberattacks than you think, with dangers like malware, phishing, ransomware and more. With a trusted IT user support team, you’ll have a frontline defence offering cybersecurity solutions to protect your organisation from such attacks. Our experts at Redpalm offer a variety of cybersecurity solutions to protect your systems to minimise the risk of a security breach. We can monitor and secure your systems and assist you in educating your employees about various cybersecurity threats through training and phishing campaigns.
Data Backup Services
In the event of a system failure, power outage or a security breach, your business could be at risk of losing sensitive and important data. To minimise the risk, as your IT service provider, we automatically run daily server backups, file backups and desktop backups. Our IT engineers also perform monthly test restores to ensure that your data and systems can be recovered entirely with minimal risks. Data backups help to ensure your data security and protect your company from information loss.
Our Recent Awards & Accreditations
We’re a certification body for Cyber Essentials and Cyber Essentials Plus, and a Cyber Essentials partner for the East Midlands Cyber Resilience Centre – so you can trust us to help keep you secure
Frequently Asked Questions
IT user support includes help with hardware and software issues, troubleshooting, system configuration (including cloud-based apps), network support, user account management, and keeping your IT infrastructure secure and up-to-date.
We offer a flexible approach: a full service desk (first- and second-line support), on-site support (including ad-hoc “floor walking”), and third-line support for more complex or backend issues — so you can choose what suits your organisation best.
Yes, if you already have an internal help desk, we can act as a third-line support extension, handling more complex problems or overflow, so your in-house team can focus on core tasks.
According to recent stats, our average call-to-answer time is just 8 seconds, and we resolve 92% of issues on the same day.
Yes. IT user support includes applying updates and security patches, monitoring for malware and vulnerabilities, and helping to secure networks and cloud-based applications, safeguarding against security breaches.
Both: many issues can be handled remotely via service desk, but where on-site presence is needed (hardware issues, networking, etc.), engineers can be sent to your location. Floor-walking support for spontaneous issues is also available.
Latest From The Blogs
Who Owns Cyber Risk in Your Business? A Guide for UK Boards
[…]
Read More… from IT User Support
Read More
What Regulated UK Industries Should Know About IT Outsourcing
Regulated sectors rely on IT outsourcing to maintain compliance, secure sensitive data, and keep essential systems running reliably. Financial services, healthcare, legal, and manufacturing organisations use external expertise to reduce risk, strengthen continuity, and manage complex infrastructure. Effective outsourcing supports operational demands while meeting strict regulatory obligations across specialised industries. […]
Read More… from IT User Support
Read More
How to Create the Right Hybrid IT Workload Placement Strategy
Hybrid IT workload placement involves assigning applications and data to the most appropriate environment, such as cloud, on-premises or edge, based on factors like performance, latency, compliance and cost. A structured framework helps avoid common pitfalls, including vendor lock-in and poor scalability, enabling IT teams to make informed, secure and flexible infrastructure decisions. […]
Read More… from IT User Support
Read More
Why AI-Generated Threats Are Outsmarting Old-School Security Controls
AI-driven cyber threats now use deepfakes, adaptive malware, and autonomous tools to bypass legacy defences. UK businesses are increasingly targeted, with reported breaches involving AI impersonation and data extraction. Traditional controls can’t keep up with these evolving threats. Effective protection requires AI-assisted detection, multi-layered strategies, and external support from cyber-focused managed service providers. […]
Read More… from IT User Support
Read More
Can You Recover from a Major IT Outage in Under 2 hours?
If you don’t have a disaster recovery plan for your business yet, you might still have key questions about disaster recovery plans. Is it possible to recover from a major IT outage in 2 hours in the UK? Can any plan be strong enough to allow for a 2-hour IT recovery? These are the questions that we’ll be addressing in this blog. We’ll explain what fast disaster recovery in the UK looks like and how you can plan to quickly resolve your issues. […]
Read More… from IT User Support
Read More
Is Your Business Ready for the End of Windows 10 Support?
In this blog, we’ll explain what the end of Windows 10 support means for businesses, covering the risks, technology challenges, and how your business can stay secure with the right support. […]
Read More… from IT User Support
Read More
Can IT Health Checks Lower Your Cyber Insurance Premium?
In this blog, we’ll explain how IT audits reduce cyber insurance premiums and provide you with a cyber insurance readiness checklist. You’ll also find practical steps to prepare your IT systems and documentation for renewal with support from Redpalm. […]
Read More… from IT User Support
Read More
4 Lessons SMEs Can Learn from the Recent Jaguar Land Rover Cyberattack
In August 2025, Jaguar Land Rover suffered a cyberattack that halted production and disrupted supply chains. The incident highlights the operational and financial risks of IT outages, the importance of a clear incident response, and the vulnerability of all businesses. SMEs can learn key lessons to strengthen continuity and cyber security. […]
Read More… from IT User Support
Read More
How to Provide Endpoint Security for Remote Teams Without Slowing Productivity
Securing remote workforces requires balancing protection and productivity. Core measures include endpoint detection and response, patching, VPNs, monitoring, recovery, and staff training to reduce risks without slowing workflows. Modern endpoint management tools and zero-trust approaches help small and large businesses stay resilient, compliant, and efficient. […]
Read More… from IT User Support
Read More
Are You Overpaying for IT Support? Benchmark Outsourcing Costs in 2026
IT outsourcing costs for UK SMEs in 2026 are expected to vary significantly depending on pricing models, business size, user numbers, and SLA scope. Typical benchmarks will range from £15 to £175 per user, per month, or £60 to £200 per hour. Key cost drivers will include hybrid working, cyber security requirements, and compliance pressures. Using IT outsourcing cost benchmarking tools and independent audits will help ensure spending aligns with service quality and market value. […]
Read More… from IT User Support
Read MoreGet In Touch With redpalm
Experts in Cyber Security and Managed IT Services
-
Certified Professionals – Our team consists of certified experts in Cyber Security and IT Management.
-
24/7 Support – Our team is available around the clock to provide assistance and resolve any IT issues you have.
-
Proven Success – Our case studies demonstrate how we have transformed IT environments and improved Cyber Security for our clients.
-
Trusted Partnerships – We have established partnerships with leading technology vendors, providing access to the latest tools and solutions.
