Managed IT and Cloud Support Services

Our 24×7 Service Desk provides round-the-clock support, 24 hours a day, 365 days a year. We meticulously log, assess, and prioritise each incoming ticket to ensure a swift, process-driven resolution. For issues requiring further expertise, tickets are escalated to our 2nd Line Engineering teams or specialised teams as needed. Every ticket is triaged by type—Incident, Request, or Change—and prioritised based on its impact and urgency to meet our stringent SLAs (Service Level Agreements).

Our 3rd Line Support team tackles the most complex and challenging issues. No problem is too big for us to handle. When tickets are escalated from our Service Desk, our highly skilled experts dive into investigation and resolution, providing customers with peace of mind and exceptional service.

Our Field Engineering service, also known as on-site support, ensures that expert assistance is available whenever and wherever you need it. When a ticket requires on-site investigation, we dispatch a skilled Ekco engineer to your location to collaborate with your office-based team. This hands-on approach accelerates ticket resolution, providing clients with the assurance that their issues will be addressed promptly and thoroughly. With our Field Engineering service, you benefit from the combined expertise and immediate attention needed to keep your operations running smoothly.

Our Dedicated Resource service offers clients a tailored solution to deliver bespoke IT support. By assigning a dedicated person or team to your account, we ensure personalised, consistent, and in-depth assistance with your day-to-day IT operations. This dedicated approach enhances efficiency, fosters a deeper understanding of your unique needs, and guarantees that your IT challenges are addressed with the utmost priority and expertise.

User Account Management (UAM)

Our User Account Management (UAM) service streamlines the creation and deactivation of user accounts, ensuring that new employees are quickly integrated. Former employees get securely removed. This efficient management of user accounts enhances security, reduces administrative burden, and ensures that your IT environment remains up to date. A seamless onboarding and offboarding process allows clients to focus on core business operations. No need to worry about account management issues.

Partially Supported Users

For clients with front-line or volunteer staff, our Partially Supported Users service offers a cost-effective solution. This service provides a reduced level of IT support at a lower per-user, per-month charge, ensuring that all team members receive the necessary assistance without incurring high costs. Clients benefit from maintaining operational efficiency and support for all employees, regardless of their role, while optimising their IT budget.

Ekco’s Stock Management service ensures that a ready supply of laptops and other essential devices are always available. By maintaining an efficient inventory, we can quickly distribute these devices to your staff as needed. This minimises downtime and enhances productivity. Clients benefit from reduced lead times for new equipment, seamless onboarding of new employees, and the assurance that their teams are always equipped with the necessary tools to perform their duties effectively.

Our End User Device Builds service ensures that all new laptops, PCs, iPads, phones, and other devices procured by clients are configured and ready for immediate use. We handle the complete setup process. The installation of necessary software and security configurations are all tailored to your specific requirements. This service allows clients to quickly integrate new devices into their operations, minimising setup time and reducing the burden on internal IT teams. Clients benefit from a seamless deployment experience. Their employees can start working productively right away.

Our Asset Management service offers both Basic and Enhanced options to meticulously track and manage your hardware throughout its lifecycle. With the Basic service, every device is added to the Ekco Asset Management system, tagged with an Asset Tag, and monitored for its distribution and usage. The Enhanced service extends this capability by including an initial audit of all existing equipment, ensuring that each device is matched to its current user and regularly audited every six months for compliance. Clients benefit from improved oversight and control over their IT assets, reducing the risk of loss, enhancing accountability, and ensuring that all hardware is utilised efficiently and effectively.