IT User Support

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.

IT support from Redpalm: benefits to you

Flexible support
We can tailor our IT support services to your needs as an organisation, depending on your size, budget and organisational goals. Options include:

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.

We’ve developed our service desk with reference to ITIL (IT Infrastructure Library) framework guidance – particularly with regard to service delivery – which helps to improve processes and optimise consistency for customers.

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.

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.

The personal touch
At Redpalm, we believe in IT support that engages with users’ issues – without hiding behind ineffectual emails or chats that drag on and on.

So we assign engineers specifically to your account, to help ensure you don’t have to deal with a succession of people who are all dealing with you for the first time.

From the IT team’s point of view, you’ll also have a dedicated service delivery manager who’s a “single point of contact” for your organisation, giving you access to someone who understands you.

Responsive and proactive support
Our support is highly responsive. Service-level agreements (SLAs) exceed most organisations’ needs, with response times starting from as little as 15 minutes, and resolution times based on priority and business impact.

But it’s also proactive. Our reporting dashboard gives an overview of the tickets you’ve logged – highlighting trends, risks and issues that need to be addressed. We’ll discuss these with you at monthly review meetings, helping you to stay on top of risks.

For P1 incidents, which are major, you’ll also get a report which includes analysis of root causes – with recommendations on how to minimise the risk of this happening again.

See also our page on proactive monitoring.

Certified IT engineers
Of course, you need to be able to trust that the engineers working on your project are suitably qualified for the job.

All our engineers are Microsoft Certified, giving you reassurance that we have the knowledge and expertise to resolve your problems quickly.

Trusted security
As an organisation, we are a certification body for Cyber Essentials and Cyber Essentials Plus – and also a Tier 1 partner with our regional Cyber Resilience Centre. This means you’re using a provider who’s trusted to deliver cyber-security services.

See our cyber-security pages for more info.

At Redpalm, we pride ourselves on our technical expertise and our friendly, personal service. Please get in touch to find out more.

Contact us about IT support

Find Out More

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.

Types of Issues Solved By IT Support Providers

1. 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.

2. 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.

3. 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.

Benefits of Outsourcing Your Company’s IT User Support

Efficient data backup and disaster recovery services to ensure your business’ security against any breach attempts.
Practical and viable IT support solutions for complex IT problems.
Keep your systems and applications secure, updated and well-monitored to prevent risks such as viruses and cyberattacks.
By allowing highly-skilled and qualified IT support providers to manage your digital environment, you can save time and ? by focusing your efforts on the core aspects of your business.
Cybersecurity awareness programs to educate and empower your employees, thereby reducing the risk of cyberattacks.

Looking to effectively manage and secure your IT infrastructure? Call us today!

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.