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IT Support That Empowers Growth

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
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Built around your business

Tailored IT Support for SMEs

Whether you need comprehensive IT management or help with a specific technical issue, we are 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 IT support tailored to your unique needs.

Cyber Essentials Plus Microsoft Solutions Partner: Modern Work Google reviews
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Flexible IT Support contracts for all your needs

Whether you require ongoing IT management or assistance with a specific technical challenge, we are 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

    Raise a ticket by phone, email, or through our easy-to-use client portal. Our service desk team is here to help you get back to work.

  2. Find the right engineer

    Our dedicated Client Success team directs your query to the right engineer. You stay informed from assignment to resolution, with timely updates throughout the process.

  3. Stay informed

    Access your tickets through our client portal to view your assigned engineer and updates. Prefer a different way to stay informed? We communicate through your preferred method; the portal is optional.

  4. Resolve your issue

    Your dedicated engineer focuses 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. Understand the resolution

    Once your query is resolved, your assigned engineer communicates the ticket closure in our Problem, Context, Solution framework. A ticket is never closed until it is resolved.

  6. Share your feedback

    After ticket closure, our Client Success team sends an optional feedback form. We use this feedback to improve our products and service delivery.

Case Study

Why Northumbria Optical Coatings chose ITC Service for reliable IT Support

Northumbria Optical Coatings Ltd specialise in the design and manufacture of Infrared Optical Filters and Coatings. They have a well-established national and international customer base. Their operation is based out of Boldon in South Tyneside.

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Northumbria Optical Coatings
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."

Northern Elevator Limited

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

Northern Rights

Live Statistics

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

Net Promoter Score

91.2

Customer Satisfaction

99.5%

Average Call Wait Time

8 secs

Sustainability

IT doesn't have to cost the earth

Discover our sustainability initiatives, from solar power and electric vehicles to hardware recycling.

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ITC Service solar panels

Frequently Asked Questions

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

What is IT Support?

IT support refers to services that help individuals and organisations resolve issues with computer hardware, software, networks and security. The goal is to keep technology working efficiently and help people use it effectively.

How can IT Support benefit my business?

IT support can help prevent downtime, improve productivity, protect sensitive data and provide assistance when technical issues arise. Outsourcing support also frees your team to focus on your core operations.

What is a Service Level Agreement (SLA)?

An SLA sets out the agreed level of service, including response targets, availability and performance measures. It gives both parties clear expectations and a basis for evaluating the service.

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

On-site support brings a technician to your location for hands-on issues. Remote support provides help by phone, email or remote access and can resolve many software and network problems without a visit.

How do I choose the right IT Support provider?

Consider experience, services, response targets and pricing. Look for a provider with experience supporting businesses like yours, and agree the scope, support hours and responsibilities before getting started.

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Need IT help?

Get in touch and discover how ITC Service can transform your business technology.

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