Managed IT Support
Comprehensive, skilled and on-demand IT support to enable your business
enabling your organisation
Our Managed IT Support offering provides your staff with ease of mind. With a robust service and a wealth of knowledge across the service team, your organisation will benefit from a market-leading level of service, enabling growth and profitability.
IT Support as a Service
IT Support as a service takes a way the risk and resource cost of hiring internally. We deliver everything you need to keep your business running smoothly.
Quick & Efficient Support
As part of our Managed Service Agreement, our ISO 27001 Accredited Remote Service Delivery Team are measured against service KPI’s. These are Response Time, Resolution Time and Customer Feedback scores. This helps us monitor our service and consistently deliver at a high standard.
Dedicated Account Manager
With a dedicated account manager, we complete regular reviews that focuses on the current services, immediate and future needs as well as high-level discussions around emerging technologies and the benefits these can bring to your business.
Strategy and road mapping is an essential part of any business. With the right technology partner, your organisation can flourish knowing its technology is aligned with the overall business goals and objectives. At Excalibur, we work with you to continually plan your next steps as well as keep your organisation at the digital forefront.
Partnered with leading technology brands
We work with pioneering technology brands to ensure we are able to offer the latest solutions. As a highly accredited Managed IT Provider, we are perfectly placed to support businesses with their digital transformation journey. We provide the same products and training as the large technology corporations, but with the added bonus of a responsive and personalised service.
What we deliver
In Today’s Digital World, Tailored IT Support Is Essential To Your Business.
As you would expect from a leading Managed IT Support provider, we provide a comprehensive list of services as standard.
We understand every organisation is different which is why we also give our customers the flexibility in choosing what IT services and support they need.
excalibur’s winning forumla
As an SME ourselves, we understand how choosing the right IT provider is vital for your business. With over 20 years experience working with businesses, we’ve built and developed a service that provides value and reliability.
The Role Of A Managed Service Provider Has Evolved
It’s not always clear what’s included from your Managed IT Support provider. The standard Managed Service Provider (MSP) will provide a checklist of what’s covered and claim to have rapid response times, but not much clarity on the quality of service or how Managed IT Support can help your organisation achieve its overall strategy and technology goals.
The responsibility of a Managed Service Provider has expanded over the past few years. There’s so much more to Managed IT Support services than fast ticket response times. We believe in building an embracing partnership which looks at the bigger picture; we will support your staff with the day-to-day operations, but more importantly guide you through your technology journey and make sure you are investing in technology that allows you to work smarter, not harder.
A Microsoft Gold Partner
As a Microsoft Gold-Certified partner, Excalibur have agreed to collaborate and establish a close working relationship with Microsoft. The accreditation means we’ve demonstrated the highest level of expertise and commitment to delivering Microsoft products to customers. This certification has allowed us to support thousands of customers move to the cloud and utilise the powerful softwares included in their Microsoft license.
Measured, Efficient and Transparent
We believe there’s three key elements to earning trust as an Managed Service Provider:
Measured – We invest heavily in our internal CRM and reporting so we can accurately measure customer feedback scores and how our service is being used. This helps us maintain a high standard of service as well as identify any trends that can be used to improve the way we work with customers.
Efficient – We are continually investing time in training and learning to reduce the time taken to resolve tickets. Through accurate reporting, we look to identify repeating challenges our customers are facing and then look for a quicker way to resolve it.
Transparent – Throughout the customer journey we will be transparent. Account Managers will share insightful reports, our IT Engineers provide regular ticket progress updates and it is also common our Directors will get in touch with customers to ensure they’re happy with the service provided.
A Personal Service
By taking a number of extra steps, we look to add a personal touch to our Managed IT Support service. Our Account Managers frequently stay in touch and look to understand your business’s culture, people and how your staff work. When possible, we invite customers to explore our offices and meet the team in person.
We also look to create an environment that maximises our staff engagement and wellbeing. Regular team building exercises, engagement initiatives and training helps overall staff happiness which positively reflects on the customer service provided. We believe high staff engagement equals better customer engagement.
Experts At Supporting SMEs
As a 60 employee SME, we understand the importance of having swift and reliable IT systems. We primarily focus on supporting SME’s because we understand the challenges they face, the tight budgets they need to navigate and their aggressive growth plans. We know that when things stop working, it costs you money, it frustrates staff and impacts your customers.
We use the solutions we sell. We know first-hand how they change your business and can provide training as well as real life practical demonstrations before you consider it using it for your business.
IT Support – Get in touch
There’s a range of different reasons a company needs IT Support, we’re confident our specialists can support you. Speak to one of our consultants about the challenges you’re facing and we’ll give you a free initial assessment or arrange a more thorough audit with a Senior Project Engineer.
Prefer to contact a solutions expert directly?
Give Mike a call on 01793 438883 or e-mail him at email@example.com
10 years working with SME’s to improve their IT and Infrastructure
Based on values
Everything we do at Excalibur is set around a particular set of values. We have four main core sections – Personal, Expert, Fair and Bold. By aligning our business on these strong set of values – it shapes the way we work internally, and most importantly improves the service we deliver. Read more about our values.
Most Managed Service Providers have a low ratio of operations staff to compared to sales and marketing. At Excalibur we hold a 4:1 ratio of service staff to sales. This ensures that we have enough resources internally to continually deliver on-time and maintain an excellent standard of service.
On average we receive 4.8 out of 5 star rating as feedback from our cases.
Focused on engagement
We believe that by improving our own staff engagement and well-being, it positively reflects in the service we deliver. Excalibur is a Sunday Times 100 Best Companies to Work for 2017, 2018 and 2020. We also hold the Federation of Small Business South West Award for Employer of the Year 2018.
At Excalibur, we continually look to achieve and uphold industry relevant accreditations that focus on improving the way we operate and our overall service. On top of all our partner accreditations, We can proudly say we are ISO 27001 accredited.