IT Support & Helpdesk

Our helpdesk forms the core of our service organisation. We recognise the importance of ensuring that your helpdesk experience is as pleasant and efficient as possible. One of the ways in which we achieve this is by utilising a hybrid approach to account management that blends the best of personalised service as well as the benefits of dealing with a larger team. All clients have a dedicated Account Management team, which is responsible for the delivery of your IT support services. This approach gives you a strategic and service orientated team that is intimately familiar with your technical and business needs.

Proactive & Responsive

We regularly review service levels and discuss issues and upcoming activity relating to each client. As a result of our investment in monitoring & management systems, we have an excellent set of data about every client. We use this dataset to produce live data and reporting, with which we proactively coordinate and manage your account, ensuring the highest levels of service.

Even at the level of a service desk ticket, if necessary, your AM team will be involved to ensure rapid resolution, effective escalation and risk mitigation.


IT Manager

Your IT Manager oversees the strategic aspect of your IT support and managed services. They drive all consultancy; structuring the most cost effective service solutions and projects. Your IT Manager develops a strategic roadmap, a document illustrating the current state of your IT infrastructure, recognising your specific business drivers, to shape your IT strategy for the coming year.


Helpdesk Support

Our helpdesk service is the core of our client relationship. We recognise the importance of being your first port of call and we work continuously to deliver the highest levels of service & satisfaction to our clients. Rather than long service queues and endless “Press 1 for printer faults” menus, we aim to respond with friendly human assistance, as quickly and efficiently as possible.


Our service desk ticketing system is set up to ensure that clients are kept fully informed from the moment a case is raised right through to its resolution. This same system also ensures that all techsapiens staff working or reviewing a case can see the entire case history and be fully up to speed to ensure maximal efficiency and transparency.


Remote Support

We use a variety of remote support tools ranging from client instigated screen sharing to direct access secure IP KVM tools.

Onsite Support & Escalation

Whilst we will always endeavour to resolve issues remotely, there are some instances where an onsite presence is absolutely necessary. As a result, as part of your managed support service we will provide onsite engineers as and when required.


Ensuring Best Practice

By employing a comprehensive framework of IT best practice (such as the ITIL Framework), we ensure that our support team delivers a consistent, first-class service.
  • It’s not an easy thing to find an IT provider who can solve all sorts of IT requests and also act as a consultant to support your business growth. With tech|sapiens I feel that I have found an expert and a partner that I can trust.
    Programme ManagerAn International Learning & Development Consultancy