IT Support that empowers growth

IT downtime costs UK businesses an average of £3.7 million a year. We specialise in helping small and medium-sized businesses grow by leveraging the power of technology, with the support of our award-winning service desk team.

100% CSAT Scores

90+ Net Promoter Score

Tailored IT Support for SMEs

Whether you need comprehensive IT management or help with a specific technical issue, we’re here to support you. Our expert team delivers customised solutions, ensuring your business has the right technology to succeed. From resolving everyday challenges to driving long-term strategies, we provide flexible, scalable support tailored to your unique needs.

Flexible IT Support contracts for all your needs.

Whether you require ongoing IT management or assistance with a specific technical challenge, we’re here to help. Our expert team provides tailored services and solutions, ensuring your business has the right technology in place to thrive.

Full Maintenance

Our comprehensive Full Maintenance service ensures your business runs smoothly with both on-site and remote support. Gain instant access to our dedicated service desk for prompt assistance and peace of mind.

Remote Support

Ideal for businesses that require only remote assistance, our Remote Support service addresses and resolves many issues quickly and efficiently without the need for on-site visits.

Consultancy

Whether you need expert advice or one-off project work, our Consultancy service provides tailored solutions to help your business thrive. Benefit from our extensive experience and industry insights.

Our IT Support Process

1

Raise a ticket by phone, email, or through our easy-to-use client portal.

With an average call wait time of just 10 seconds, we guarantee you’ll receive the support you need in a timescale that delights, every time.

2

Our dedicated Partner Care team directs your query to the right engineer, with many issues resolved on the spot.

You’ll stay informed every step of the way, from assignment to resolution, with timely updates throughout the process.

3

Access your tickets anytime through our client portal, where you can view your assigned engineer and all relevant updates in one place.

Prefer a different way to stay informed? We communicate with you through your preferred method—using the portal is entirely optional.

4

Your dedicated engineer will focus entirely on resolving your issue, leveraging their expertise to meet the agreed SLA times.

We prioritise efficiency and transparency, keeping you updated throughout the process.

5

Once your query is resolved, your assigned engineer will communicate the ticket closure in our unique Problem, Context, Solution framework.

A ticket is never closed until it’s resolved.

6

After a ticket closure, our partner care team send an optional feedback form.

We utilise the results of this feedback form relentlessly, to improve our products and service delivery.

Providing a class leading service desk since 2006

Don't just take our word for it:

ITC Service was founded in 2006 with one goal in mind, to provide Outstanding IT Support for businesses in the North East and beyond.

A very approachable and welcoming team from logging a ticket to resolving any issues reported. Couldn’t be happier with their support

Everyone at ITC is amazing, so helpful, friendly and nothing is too much trouble. Highly recommended them to any business.

April Statistics

For transparency, each month we share our statistics for the world to see

Net Promoter Score

91.5

Customer Satisfaction

99.8

Average Call Wait Time

8.8

secs

IT doesn't have to cost the earth

ITC Service was founded with sustainability in mind. Driven by our Technical Directors vision to hit carbon neutrality by 2025

ITC Service are now proud to have a solar array capacity of 46kw, an advanced hardware recycling scheme, 100% electric vehicle fleet, and more.

Your questions, answered.

IT support is not about fixing computers, it's about empowering users.

What is IT Support?

IT support refers to the services provided by professionals who assist individuals or organisations in resolving issues related to information technology (IT) such as computer hardware, software, network systems, and security. The goal of IT support is to ensure that technology functions smoothly and efficiently, and that users have the necessary knowledge and resources to use it effectively.

How can IT Support benefit my business?

IT support services can benefit your business by ensuring that your IT systems are running efficiently and securely. They can help prevent downtime, improve productivity, protect sensitive data, and provide assistance when technical issues arise. Additionally, outsourcing IT support can save your business time and resources, allowing you to focus on your core operations. Get in touch, we’d be happy to talk you through it!

What is a Service Level Agreement (SLA) and why is it important in IT Support services?

A Service Level Agreement (SLA) is a contract between an IT support service provider and a client that outlines the expected level of service, including response times, availability, and performance metrics. SLAs are important because they set clear expectations for both parties, ensure that the provider is held accountable for delivering a high-quality service, and provide a basis for evaluating the provider’s performance.

What is the difference between on-site and remote IT Support?

On-site IT support involves having a technician physically present at your location to address IT issues. Remote IT support, on the other hand, involves providing assistance via phone, email, or remote desktop access. While on-site support can be beneficial for hardware-related issues, remote support is often more cost-effective and efficient for addressing software and network-related problems.

How do I choose the right IT Support provider for my business?

To choose the right IT support service provider for your business, consider factors such as their experience, range of services, response time, and pricing. Look for a provider with a proven track record of working with businesses similar to yours, and ensure that they can offer the specific services you require. Read our IT Services buyers guide to find out more.

Our Solutions

Providing award-winning IT Support, with a 98% client retention rate over 15 years of operation. ITC Service will help you reach your full IT potential.