Managed Support
Whether you are a small start-up business or a large corporate; with Orchid's comprehensive range of engineering and computer services on-hand, we are able to provide the IT assistance you require. Ranging from the in-house configuration of hardware, to the full on-site installation of servers and network infrastructures Orchid are able to support an entire range of computer related services.
Providing IT support to Derby, Nottingham, the whole of the East Midlands and nationwide cover, Orchid's technical staff have a host of IT and network experience with most major technical accreditations. With many of our technical support staff having over 15 years experience in the field; Orchid are in a position to not only support today's latest IT technologies, but to also integrate this into supporting legacy systems that may still be in place.
Our purpose built IT offices feature an entire floor dedicated to technical helpdesk support with fully accredited friendly engineers ready to take calls from our supported client base. We can provide remote computer support over VPN connections for corporate/office based customers or via entering a unique 6 digit pin code through our website to support remote/mobile workforce wherever they are located. We support a complete range of devices from desktop PC's, laptops, Apple Mac's and even remote mobile communication devices such as Windows Mobile, Blackberry and Symbian phones. Orchid guarantees a one hour response as standard and our statistics for the whole of 2009 showed an average 8 minute response time.
The operating times for our support helpdesk are between 7.30am to 6.30pm which covers the vast majority of early starters and late finishers. If out of hours support is required then we offer a service which is operated by engineers who are employed on a shift/rota basis and not a simple bureau service to get you through to the next day, as is the case with many of our competitors.
Orchid's Vision remote network monitoring service notifies our team of technicians the instant issues occur such as backup failures, low server storage space, event log errors, unknown devices joining the network and many more.
Our helpdesk team will also handle any calls with third party providers on your behalf when issues arise with accounts packages, bespoke applications and data connectivity lines etc.
We have a team of field engineers on hand to resolve mission critical issues with an escalation to site service available.
In summary, there are a number of reasons why to choose Orchid as your outsourced IT department:
- Guaranteed maximum one hour response
- We cover 7.30am to 6.30pm Monday to Friday (bank holidays excluded)
- Real time live monitoring of your entire IT infrastructure
- Out of hours support
- Escalation to site for mission critical issues that are unable to be resolved remotely
- Unlimited telephone and remote helpdesk support
- 11 remote health check reports per year
- 1 onsite health check
- Heavily discounted engineer rates for onsite work
- Includes support for Windows Mobile, Blackberry and Symbian mobile phones
- Full onsite audit of your IT environment
- Won many IT Awards and nationally recognised awards
- We are a Gold Partner with the major IT vendors
- National cover
- An extremely high NetPromoter score, up there with Apple
- Very low staff turnover
- 96% of clients renew their IT support
