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Managed IT Support

IT helpdesk support that answers

IT helpdesk support from Hoddesdon: tickets by phone, email or portal, P1 to P4 triage and remote fixes via Splashtop for Hertfordshire and London firms.

Talk to an IT expertAll managed it support

In short

IT helpdesk support gives your staff a single place to raise problems by phone, email or the client portal, with an engineer triaging each ticket by impact and fixing most issues remotely via Splashtop. Dig IT Solutions runs the helpdesk from Hoddesdon for organisations across Hertfordshire, west Essex and London, either as a standalone service or as part of full managed IT support.

When you need this

Signs this is the right conversation

  • Staff sit on problems because they don't know who to ask, then lose half a day when it gets worse.
  • We email one person at our current provider and hear nothing until they're free.
  • Nobody can tell me how many tickets we raised last month or what they were about.
  • Simple things like password resets and printer issues take days to sort.

Scope

What we deliver

  • 01

    Three ways to raise a ticket

    Phone 020 8482 4020 or 01992 939 365, WhatsApp +44 7726 366420, email the support address or log in to the client portal. Every request becomes a ticket with a reference, so nothing sits in an inbox.

  • 02

    Priority-based triage (P1 to P4)

    Each ticket is graded by business impact: P1 for whole-site or whole-service outages, P2 for a team or key system down, P3 for a single user unable to work normally, P4 for requests and minor issues. Higher priorities are worked first.

  • 03

    Remote resolution via Splashtop

    With your permission an engineer connects to the affected machine, sees what you see and fixes the issue while you carry on with other work.

  • 04

    Escalation to on-site engineers

    If a fault can't be fixed remotely, the same ticket is passed to an engineer who travels from Hoddesdon rather than being closed and reopened.

  • 05

    Monthly ticket reporting

    A summary of volumes, categories, repeat issues and resolution times so you can see where time is going and what we should fix at the root.

Outcomes

What you get out of it

  • Staff know exactly how to get help and what happens next.
  • Recurring problems are spotted and removed rather than fixed repeatedly.
  • Managers see ticket data instead of guessing at IT workload.
  • Less time lost to small faults that used to linger for days.

FAQ

Questions we are asked

Straight answers. If yours is not here, call 020 8482 4020 or 01992 939 365 and ask an engineer.
What is IT helpdesk support?
IT helpdesk support is a service desk your staff contact when something isn't working: a locked account, a slow laptop, an email that won't send, software that needs installing. Engineers log the issue, triage it by impact and resolve it, usually remotely. It is the reactive part of IT support. Full managed IT support adds proactive monitoring, patching, security and planning on top of the helpdesk.
What is the difference between a helpdesk and managed IT support?
A helpdesk fixes the problems your staff report. Managed IT support includes the helpdesk but also monitors your systems, applies updates, manages security and backups, handles onboarding and offboarding and plans your IT with you. Some businesses only need helpdesk cover, for example where an internal person handles the rest. Most organisations of up to 250 people are better served by the full managed service.
How do we raise a ticket with Dig IT Solutions?
By phone on 020 8482 4020 or 01992 939 365, by WhatsApp on +44 7726 366420, by email to our support address, or through the client portal, which also holds your new-starter and leaver forms. Whichever route you use, the request becomes a numbered ticket, is given a priority and is assigned to an engineer. You receive updates as it progresses and a closure note explaining what was done.
How quickly do you respond to helpdesk tickets?
Tickets are worked in priority order, so a P1 outage affecting the whole business is picked up before a P4 request for a new mailbox. We agree target response and resolution times in a written service agreement and report against them monthly, rather than publishing headline minutes that may not fit your hours, systems and number of sites.
Do you support remote and home workers through the helpdesk?
Yes. Splashtop lets an engineer connect to a laptop wherever it is, as long as it has an internet connection. Home workers raise tickets in exactly the same way as office staff. Where the device itself has failed, we arrange a swap or courier a replacement from your standard build so the person is back working quickly.
How much does IT helpdesk support cost?
Helpdesk support is priced per user or per device monthly, depending on user count, hours of cover and whether on-site visits are included. Project work is quoted fixed-price after a survey. Use the calculator at the IT support cost calculator for an indicative figure, or contact us for a quote based on your actual setup.

Insights

Further reading

All insights

Next step

Talk to an engineer, not a sales script

Tell us what is not working, or what you are planning, and we will give you a straight view on what it would take to fix.

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020 8482 4020 01992 939 365 WhatsApp +44 7726 366420Mon–Fri 8:30am – 5:30pm
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