Complete Support
IT Support Services
If you do not have your own IT resource, then engage with us at Awareness. We can take care of your day to day IT issues and support your IT managers in their role and take pressure away from your internal resource.
We provide Modern Workplace Support as well as traditional 1st, 2nd and 3rd line support.
Our Modern Workplace Support is delivered remotely, or through our field engineering team and ASL proactively monitor all workstations and servers through our purpose-built Awareness Monitoring System.
ASL modern workplace support includes:
- End user software and hardware support
- Infrastructure hardware configuration and maintenance
- Proactive monitoring of all servers and workstations
- Patch management of servers and workstations including zero-day events
- Responding to security alerts, recovery, and restoring operations
- Account Management including quarterly meetings and annual reviews
- Monthly customer report packs
- Full transparency of engineer time through our Ticketing System
- Management of Microsoft 365 licenses – administering your 365 tenant.
We have a 4-hour response SLA (business hours) on all support issues, maintenance alerts and change requests. Our team aim to resolve issues on the 1st phone call1.
Awareness Monitoring System
AMS is used for endpoint management through internal monitoring of servers and workstations but also a deployment tool. AMS reports to a centralised dashboard so that our AMS Operations teams can respond to all issues across our entire customer base. The monitoring system can automatically create support tickets as alerts are triggered past a configurable threshold per alert.
ASL 1st and 2nd Line Support
We complement existing IT departments, using our specialist knowledge in modern technology, we enable you to make informed decisions about what technologies you should be implementing into your environment.
We help with the deployment of your chosen technologies and enable your on-site IT staff to deal with day-to-day issues. Any issues that are more complex can be passed to us, we can then assist in issue resolution, or if needed we can refer to our partners for assistance. We are constantly updating our skill set, so you don’t have to.
- Active Directory
- Backup Exec
- SonicWALL
- Exchange (hosted & On-premise)
- Hardware Assistance
- Hyper V Server (Hyper-V Cluster)
- Network Trouble Shooting
- Remote Desktop Services
- Printer Support
- Storage Area Network
- Small Business Server
- Window Server
- SQL Server (Clustering, Mirroring, Transaction Log Shipping)
ASL 3rd Line Support – Advanced Problem Resolution
- PRTG Network Monitoring
- Symantec.cloud (Web/Email filter support)
- Dell Sonicwall
- Software – Office/Office 365
- Extended support services
ASL Out of Hours Support
We provide extended support for business-critical issues that can be easily scaled up or down according to your business priorities. Our modern workplace support service is aligned to your business needs, so call us to discuss your requirements.
IT Health Checks / Patching
Depending upon requirements we can provide a monthly or quarterly health check service which will check your key servers are functioning at an optimum level. We will make recommendations based on these checks and discuss any findings with the customer.
We offer a quarterly patch service where all key servers will be updated with the latest patch and firmware releases. This is great for those devices that tend to be ignored after initial deployments. This can also reduce downtime if problems occur, as these updates will not have to be loaded on retrospectively. Often the importance of these updates is overlooked to the detriment of the business. These patches are applied in a controlled fashion outside of normal business hours with a regression plan in place.
Our Service Desk have strong working practices and a commitment to continual improvement:
- Prioritisation according to priority and severity
- Clear escalation points between Tier 1, 2 & 3 support tickets and projects
- Documented processes and knowledge base
- Secure working practices through Information Security Policy
- Combined integrated Management System for ISO 27001 and ISO9001 with monitoring of all KPIs
- Accountability through auditing of access to servers and passwords
- Low staff turnover with many staff in role 5+ years.
We provide extended support for business-critical issues that can be easily scaled up or down according to your business priorities. Our modern workplace support service is aligned to your ever-changing business needs, call us to discuss your how we can help.
IT Service Schedules for our services can be viewed here2.
NOTES
1 Internally we have averaged a sub-1-hour response time to Tier 1 issues in 2024
2 IT Support Services Schedule and Infrastructure Support Services Schedule.
We provide extended support for business-critical issues that can be easily scaled up or down according to your business priorities. Our service delivery is aligned to your business needs, so call us to discuss your requirements.
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