Advanced Managed Services

End User Support

Enhance your workplace experience with specialist support

 

OVERVIEW

Specialists you can rely on

By outsourcing your technology support, you create a single point of contact which you can rely on. We take the time to understand your business and how it operates, and bring in a wealth of cross-sector expertise from our years of experience providing IT support. We alleviate the strain on your IT teams, enabling you to focus on driving your company towards its goals.

We understand and solve your key issues

We provide services which are designed to solve our customers' key challenges.

  • Traditional siloed teams take too long fixing problems

    In order for problems to be actioned, traditionally there is an exchange of requests from one department to another who specialise in different things. This creates bottlenecks and often means that problems take longer to action. Our SQUADS delivery model has been designed to facilitate cross-functional knowledge share.

  • Customers feel less value as the contract goes on

    It can be difficult to maintain levels of perceived value as time goes on- there needs to be an intentional and consistent approach to understanding and rectifying why this happens and what can be done to ensure value through the lifecycle of a contract. Our SQUADS service method ensures there are continous service improvements and innovation, so that we're always adding value.

  • Process for resolving issues takes too long

    Requests to resolve issues often go through multiple stakeholders, which can be a lengthy process. By outsourcing, you can gain one point of contact to go to for support, streamlining the process and thus increasing efficiency.

Key capabilities

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84%

Of customers said they would pay extra for outstanding customer service

 

93%

Customers are likely to make repeat purchases with companies who offer excellent customer service

 

78%

Customers will continue to do business despite a mistake if the customer support was excellent

CAPABILITIES

More than just
support

Find out more about our Managed IT Services

Service Provider Management

FEATURES & BENEFITS

  • Field Engineers

    Onsite when you need us to support with whatever you need

     

    Traditionally, Managed Services Providers are structured into large teams grouped by skillset, which reduces depth of knowledge, and often prioritises work rate over service improvement. This can result in a less customer-centric approach and stifles innovation. 

    Nowadays support is often given remotely, and although this is can be very effective, you may sometimes need onsite support, for example for fixing complex physical hardware. This is where Field Engineers come in.

    Specialists when you need them, wherever you need them.

    tickGiving you the added confidence of speaking to a specialist in person.

    tickWhite-glove service - premium level of service to fix your issues as quickly and seamlessly as possible.

    tickDealing with isues that can't be solved remotely.

  • Service Desk

    One stop for all your user requests

     

    Technical service desk - A single point of contact giving you assistance as and when you need it. Ensuring all user service incidents and requests are dealt with efficiently and consistently. Technology has a lot of moving pieces, which often means that you are stuck in a cycle of communication and back and forth if something goes wrong.

    BENEFITS

    tickEnsures the fastest resolution of any incident or service request

    tickStreamlining your technical user request process

    tickTaking the support burden away

    tickMinimising downtime and keeping your business moving forward

  • Asset management

    Your technology expertly managed by specialists

     

    IT can have a finite lifecycle and does not automatically always perform to its full potential. Proactively managing it to ensure you are gaining value from your IT estate leads to better-informed decisions and efficiency.

    BENEFITS

    tickGet more out of your investment

    tickMitigate potential audit exposure and maximise the value you get out of your assets.

    tickProactively manage the entirety of your tech investment lifecycle, identifying the optimum points for refresh, mitigating unnecessary incidents.

    tickTake away the burden of internally managing your complex IT environment

  • Tech bar

    Maximise your internal IT with on-hand support

     

    This service provides an all-encompassing user-device experience through proactive training and a customer service focus.

    BENEFITS

    tickA proactive first hand experience allows for better knoweldge transfer, giving you better confidence in your technology and how to use it

    tickThis leads to increased user adoption, better use of investments and increased productivity

CUSTOMERS

Who succeeds with us

A rich, diverse customer base from finance to healthcare and everything in between

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tideway
st andrews
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”As a charity, it was really important for us to partner with someone that understood what we needed and Advanced did just that – they understood our vision. ”

— Rob Bing, IT Service Manager
St Andrew's Healthcare

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"Advanced stood out as being a respected supplier who implicitly understood all of our requirements and could deliver best value."

— Robin Johns, Head of IS
Tideway

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RESOURCES

Useful resources to help you transform

News & Opinions

BLOG // 06-09-2023

IT Outsourcing: a prescription for efficiency in healthcare organisatio…

by Advanced PR, Author

IT Outsourcing: a prescription for efficiency in healthcare organisations

Advanced’s Picks

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Call us at

0330 343 8000