IT Support
Our IT support services ensure you have someone on hand to help you through IT issues when they arise.
Despite the most robust systems, users still experience issues from time to time. Failing hardware, misbehaving software, and those days where files vanish from your desktop are all set to aggravate and disrupt your day.
Our support systems are built on industry-standard ITIL platforms and have been perfected for over fifteen years. This ensures the correct flow of tickets and prioritisation of critical issues. Our staff are all trained to Microsoft level to ensure they understand the technology you are using.
We are an ISO 27001 and ISO 9001 accredited company, proving our systems adhere to internal standards and meaning you are in safe hands.
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IT Support for SMEs and in-house teams
Whether you are in need of a completely outsourced, fully managed IT support service, or simply require extra support for your in-house staff, Matrix IT have the right people, products and systems for you.
LEADING SYSTEMS
We’ve invested in a suite of best-in-class IT systems and Remote Monitoring and Management (RMM)
TAILORED IT SUPPORT
Whether you need a technical expert on-site, fully managed support or your internal IT team needs extra support.
QUALIFIED SERVICE DESK
We deliver best-in-class service desk support with our team of qualified technical experts.
MATRIX IT SUPPORT OPTIONS
Pay-as-you-go
At Matrix IT we offer pre-paid or a block of engineering time for pay-as-you-go or out-of-hours support.
Working with you
Matrix IT can provide support to your existing IT team with several services, along with access to extensive knowledge to complement the skill set of your in-house team.
We provide our back-office systems to enhance this relationship and provide guidance and direction as required. Additionally, when your staff are on holiday, absent, or required to carry out other services, access to professional IT cover and resources is always on hand.
Fully Managed
We provide you with your very own outsourced IT department and all functions required to enhance your business, at a fraction of the cost of employing an in-house team.
Our fully managed outsourced IT service will provide you with access to our highly qualified technical engineer, robust delivery of automated fixes, and strategy expertise to minimise downtime and maximize productivity for your business.
We can also go one step further and provide you with a dedicated member of staff, handpicked for you and located in your business.
Matrix IT has defined four different IT support solutions for businesses with varying IT support requirements. Each package is designed to strengthen your IT support and give you peace of mind. As a trusted advisor, we provide the technology, training and expertise to help keep your IT systems up and running at all times.
24/7 and out-of-hours IT support
We understand that for many businesses, the working day doesn’t start at 9am and end at 5pm. This is why we provide flexible IT services, ensuring that your IT systems are supported 24 hours a day, 7 days a week. You can rest assured that our highly trained team of technical experts will be on hand ready to help your staff and keep any downtime to a minimum.
In most cases, major projects and proof of concepts tend to happen outside of core hours to prevent disruption to the day-to-day operation of a business. Access to our 24/7 IT support means that we can be on hand to monitor major IT projects and updates, act on any necessary fixes, and reduce the time to delivery.
WHAT IS IT SUPPORT?
IT support comprises several different functions, so our technicians are much more than a technical person waiting for your call. Matrix defines IT Support as:
Triage – All new tickets are triaged and assigned a priority based on their severity. Every issue is logged and ticketed, meaning once it is in our system, we can deliver a fix in an agreed time frame (SLA).
Tiered Support – We employ both Level 2 and level 3 engineers, providing a clear escalation path for tickets and ensuring the right people are working on the right tickets.
Onsite engineers – From scheduled site maintenance to emergency site visits, we have a team of qualified engineers on standby.
Proactive monitoring – Our monitoring systems sit in the background of your devices, diagnosing, alerting and auto fixing issues. For the issues the system cannot fix, a ticket is logged with an engineer.
Crisis management – Key management of issues, especially when they are business-critical, need careful management and direction. This ensures a faster fault diagnosis and return to system stability.
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Remote working has become the norm across the UK since the Covid-19 pandemic. Most office-based businesses continued to have at least some staff members working from home, with many organisations making the switch to full-time remote working. If your business is implementing new working from home strategies, or you just want to make sure you are providing your teams with the right advice and support from an IT perspective, we’ve prepared this IT support guide to remote working.
WHY CHOOSE MATRIX IT?
At Matrix IT, we want to help your business succeed through great technology solutions. We strive for continuous improvement and employ the best technically qualified team of experts to deliver excellent customer service time and time again. As a trusted strategic IT partner to a wide range of businesses and in-house teams we listen, tailor solutions and provide strategic advice. It is our goal to make IT effortless, allowing you to develop, grow and succeed.
We work with businesses of all sizes and sectors across Hampshire and the south of England, including Fareham, Portsmouth, Southampton, Winchester, Guildford and surrounding areas.
Customer service excellence
Good service levels persuade many business to switch to our managed IT solutions
We provide a wide range of managed IT solutions for businesses located across Hampshire, West Sussex and beyond. Many businesses choose to switch their managed IT services to us to benefit from our high customer service levels.