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IT Support

Unrivalled IT Support Services in Essex & London

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With over 29 years in the IT industry as an MSP, we are expertly qualified to support your systems and build a successful business relationship with you and your team. For more information about our IT Support Services click on an area of interest, call 01268 288 100 or get in touch.

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What We Do

IT Support

IT Support

Full IT Support

Overview

Our Full IT Support package provides access to everything your business needs to maintain an efficient and reliable IT infrastructure. Full IT Support provides unlimited break/fix remote and on-site response including replacement serviceable parts and labour at a fixed fee. This ensures that your IT systems work for the business and your budget is kept under control.

With response times from 30 minutes and inclusive Proactive Monitoring we are always on hand to ensure your systems are maintained, accessible and reliable. Our support services offer cover from 8am to 6pm Monday to Friday up to 24/7/365.

What’s included

  • Full support of Microsoft Windows, Microsoft 365 and Office applications
  • 1st, 2nd and 3rd line support engineers for all levels of expertise
  • Proactive Remote Monitoring and Management (RMM) for each server and user device covered
  • Uncapped Remote support and helpdesk calls
  • All-inclusive break/fix labour
  • All-inclusive break/fix parts
  • All-inclusive break/fix on-site response
  • All travelling costs are included
  • Windows Update scheduling and management
  • Liaison with all third-party technology providers
  • Loan equipment if the repair estimate is more than 24 hours
  • IT Discovery – Full initial audit of your IT network
  • IT Hardware and system asset register
  • Technical Account Manager consultancy and strategy roadmap

 

You will also receive a FREE IT health check as part of your service. This will evaluate the internal workings of your current IT system, ensuring there are no immediate security breaches or major issues.

IT Manager Support

Support for IT Managers

Overview

Support for IT Managers who either manage all lines of support internally or need a fully outsourced support service. IT Manager Support can be supplied on a bespoke basis to fit gaps in any IT provision such as holiday and illness cover. Coverage can be supplied to cover 1st, or 2nd, or 3rd line gaps in existing IT teams.

What’s included

  • Independent 1st, 2nd or 3rd line provisions
  • Selectable lines of cover, if 1st line is managed internally we can manage 2nd or 3rd line escalation for you (For example)
  • Support for specific project work or temporary cover to release IT Manager for project work
  • Full support of Microsoft Windows, Microsoft 365 and Office applications
  • Uncapped Remote support and helpdesk calls
  • Liaison with all third-party technology providers
  • IT Discovery – Full initial audit of your IT network
  • Full technical site survey and health check of all equipment covered, including documentation
  • Technical Account Manager consultancy and strategy roadmap
  • Optional items from Full Support service including Pro-active Monitoring, Patch Management and hardware cover for specific devices or systems
  • IT Hardware and system asset register

 

A great tool to offer your employees as an IT manager is our article on common computer faults. We talk through some of the most basic, frequent errors that employees face daily and provide easy-to-follow, simple solutions.

On-Site IT Support

Get a Dedicated Engineer

Overview

Part time or full time on-site engineers to help with day to day support. On-Site IT Support can complement an existing support team or fully outsource the support provision. Get familiar with the language used by IT technicians using our friendly A to Z guide to IT jargon.

What’s included

  • Support of regional depots or offices in different regional locations
  • Independent 1st, 2nd or 3rd line provisions
  • Selectable lines of cover, if 1st line is managed internally we can manage 2nd or 3rd line escalation for you (For example)
  • Support for specific project work or temporary cover to release your IT Manager for project work
  • Part-time or permanent on-site IT presence with single or multiple engineers
  • Full support of Microsoft Windows, Microsoft 365 and Office applications
  • Uncapped Remote support and helpdesk calls
  • Liaison with all third-party technology providers
  • IT Discovery – Full initial audit of your IT network
  • Full technical site survey and health check of all equipment covered, including documentation
  • Technical Account Manager consultancy and strategy roadmap
  • Optional items from Full Support service including Pro-active Monitoring, Patch Management and hardware cover for specific devices or systems
  • IT Hardware and system asset register

 

In the meantime, why not learn some simple windows keyboard shortcuts to help simplify your life at work?

Pro-active Support

Complete Peace of Mind

Overview

Full 24/7 monitoring of servers, security and networking infrastructure. Pro-active response to issues before they cause downtime for users. Full monitoring and reporting available.

What’s Included

  • Pro-active support and management
  • 24/7 Monitor only or Monitor & Respond options
  • Pro-active monitoring to complement existing IT teams
  • A dedicated team of pro-active engineers
  • Remote Monitoring & Management (RMM) for all servers, workstations and network devices
  • Pro-active response to security alerts
  • Pro-active response to user interruption systems and alerts
  • Automated and engineer based response

 

We’ve created a short guide to IT support to help you understand the kind of support and reinforcement you will receive.

About

Our IT Support Services

Our IT Support Services are split into four core types which will fit into the needs of any business. Full IT Support, IT Manager Support, On Site Support and Proactive Support. Each service is tailored to either enable us to be completely responsible for your organisations IT or complement an existing IT Team or IT Manager.

Our helpdesk team is made up of 1st, 2nd and 3rd line engineers and we also have a team of on site engineers for on site service and maintenance. Our standard hours of cover are 8am to 6pm Monday to Friday but we can also offer full 24/7 support or 24/7 monitoring and response.

Aside from our helpdesk service we also offer regular account reviews, road mapping and systems planning in line with our BSI ISO 9001:2015 procedures. All of our partnerships are led by one of our Technical Account Managers to ensure that you have the right expertise on hand for those queries that may not need input from our helpdesk team.

Not sure if you should outsource your IT support? We’ve got 5 great reasons why investing in our IT support service will benefit your business.

About Us
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Reviews

What our customers say

I just wanted to reiterate my thanks to you and all the other techs for your/their help this weekend. Planning & Development, London
Many thanks your for assistance upgrading our system which went very Solicitors, Chelmsford
This is just to say to you all, thank you for your Excellent service International Architects, London

FAQs

Q: Do Arc Systems offer 24/7 cover?
A:

Yes, we offer varied levels of 24/7 cover as an addition to our normal 8am – 6pm support hours. For more information please visit our ‘Contact Us’ page.

Q: How long will I wait for a call back?
A:

You will always receive a call inside your contracted SLA. However, we aim to respond to all calls within 50% of the allocated SLA response time.

If you’re unsure of your contracted SLA contact your dedicated account manager.

Q: What is the difference between a support call and administrative change?
A:

All support calls are subject to your contracted SLA and will be responded to and fixed within the guaranteed times. If you require any changes that are additions to the network such as new users, email addresses etc, we ask that you provide us with details 48 hours in advance of the change.

Q: What happens if support can't resolve my problem remotely, will someone come out?
A:

Yes, we will arrange for an engineer to attend site and investigate the issue further. Depending on the contract time and fault we may be able to provide loan equipment or direct replacement of parts

Q: We’re not based in Essex – will you still work with us?
A:

Yes, absolutely, we have many clients around the South East and London. We will also listen to clients further afield, please get in touch by visiting our ‘Contact Us’ page.

Q: How much will it cost me to join Arc Systems?
A:

The cost of your IT support is based on the type and levels of support you choose and the number of users to be looked after. It’s worth noting that adding or removing users can increase or reduce your costs respectively.

Q: How big is Arc Systems?
A:

Our company has been established since 1992 and we have a team of 50 people. Why not visit the ‘Meet The Team‘ section of our website to view our leadership team.

Q: Do you just do IT Support?
A:

No! We offer a huge array of support and solutions to our customers when it comes to their IT network. This includes, IT Support, Cloud Solutions, Data Protection, Security, Communications and Infrastructure.

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