Crucial IT Support For Your Business
For more than 20 years, we have been offering unparalleled IT support to businesses. Using leading-edge systems and tools we’re able to deliver exceptional IT support to SMEs and offer vital IT support for internal IT teams.
At Charlton Networks we believe that technology should work around you. This is why we’ve developed IT support packages that are tailored to your needs, teams and budget.
Using advanced technology we offer remote support, as well as onsite support to businesses throughout the Southwest and the West Midlands, including Bristol, Tewkesbury, Gloucestershire, Birmingham, and Oxford. Book a FREE It audit to get started or speak to one of our support experts.
IT Support Services
Designed to support SMEs and in-house IT teams.
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What do we Support?
We support a wide range of hardware, software, services and applications. This can include the IT support of equipment such as routers, firewalls, switches, servers, storage, wi-fi, printing, backup, computers, laptops and tablet devices. Our experienced team have also encountered many other types of equipment used in business IT networks. Our team regularly supports off-the-shelf or bespoke software too. And finally, we support a wide range of services & applications that include connectivity, cloud backup, software-as-a-service and public cloud offering, such as Microsoft365. So whatever makes up your network, whatever you use to run your business or however you secure your business, chances are we will be able to provide you with IT support.
How we support Business IT Systems
We employ our own people to provide the core IT support and Managed IT Services that we offer. However, we also use key partners like Microsoft, BT and Sophos to deliver and support solutions such as telecoms, telephony and cloud based services. This means we provide our customers with the best of both, which includes the personal approach and local knowledge of dealing with our own team, whilst drawing upon the industry expertise of key suppliers.
Our processes and quality standards are also key in supporting our customers and are based upon ITIL, Cyber-Essentials Plus and ISO27001. However, it doesn’t end there and our general approach to delivering IT support and Managed Service is provided in our ‘Master Services Agreement’, which is available to all customers and defines in detail how we work and operate.
Finally, systems are key to our continued success and we use the Halo PSA (Professional Services Automation) system to operate our business to the ITIL standard, the NinjaRMM (Remote Monitoring & Management) system to manage all the IT assests we control and RapidFire Tools Network Detective to scan and identify issues in all the networks we manage.
IT Support Across the UK
95% of IT support and Managed Services are provided on-line and therefore we can support clients in any location.
However, from our head office in Gloucestershire we’re able to service much of the South-West and West Midlands. We routinely undertake on-site support and project work in Worcester, Redditch, Bromsgrove, Droitwich and Birmingham going North. Whilst Cheltenham, Gloucester, Quedgeley, Stroud, Stonehouse, Thornbury and Bristol are all covered via the M5 Motorway going south.
To the west we routinely provide on-site IT support in Ledbury, Ross-on-Wye and Hereford via the M50 motorway. Whilst other towns such as Burford, Stow-in-the-Wold, Moreton-in-Marsh, Evesham and Pershore are all within 45-minutes drive.
Key Elements of our Business IT Support Services
This is an international standard against which we work. ITIL is a framework for service operation. The standard covers aspects such as problem and change management and provides a framework of checklists, procedures and best practices for the support and development of IT systems. You can read more about ITIL here.
All calls made to our helpdesk start their journey in triage. Here, calls are assessed, evaluated and resolved immediately if possible. We do this to determine the priority and the type of call you are raising, and to verify our understanding of what you are requesting. If we can fixed the issue then and there we will and achieving a resolution at your first contact is our objective. If we can’t, we confirm our next actions and re-assign the call to the appropriate engineer for action. You can find our more about Triage here
Blended IT Support
We bring different skills, experience and knowledge to bear on each problem we encounter. And we deliberately work in a single open-plan office, mix project & support work, collaborate and share ideas. We do this to develop experience of the team and ensure we bring our best to every problem. We call this ‘blended IT Support’.
Emergency On-site Cover
All our contracts, even those just providing ‘remote support’, include having an engineer on-site in case the whole site goes down. We ensure we always have enough technical staff, a pool car available and a set of spares to get you up and running if the worst were to happen.
We can provide extended cover through our key partners such as Microsoft, Hewlett Packard, Sophos and others operating support centres across the globe. Follow-the-sun support moves from the Americas, Asia Pacific, and Europe and provides 24hrs a day, 7-days a week, 365-days a year support for those businesses that need critical IT support cover.
Remote Monitoring & Management
Our RMM solution is used to monitor, manage and update IT infrastructure, including desktops, servers and network equipment. RMM enables us to provide hassle-free patching, Windows updates and out-of-hours scheduling / reboots. Network monitoring enables us to proactively monitor your network, alerting us or your team and avoiding potential issues before they become costly problems. The RMM includes a software agent allowing us to provide IT support in the background without disrupting your employees and can even be offered to your users to remotely access the machines whilst working from home.
A monthly ‘system health’ report is also part of our service and details the state of your IT system. This gives you peace of mind, knowing your systems are compliant and secure. We can also provide a VAS (Vulnerability Assessment Service) that provides a complete scanning of your IT environment. This provides a complete picture of your IT systems to ensures best practice and continuous improvement.