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No hidden costs or nasty financial surprises. Procom’s support is billed on a straight forward, all-inclusive monthly basis, enabling you to plan ahead and ensuring you get the best return for your IT investment.
Procom’s account management team (PAM) is personally responsible for the efficient delivery of your IT support service. Our unique approach gives you a strategic and service orientated team that intimately understand your technical and business needs.
We recognise that every organisation is different, but Procom deals with clients that share operational and technical characteristics. This ensures the effective delivery of the most appropriate services and solutions for each and every client.
Your PAM team meet regularly to review service levels and discuss any issues and upcoming activity.
Driven by a wealth of live data and reporting, your PAM team proactively coordinate and manage your account, ensuring the highest levels or service.
Whenever necessary your PAM team will be involved at a case level to ensure rapid resolution, effective escalation and the mitigation of risk.
Your IT manager oversees the strategic aspect of your IT support and managed services. They drive all consultancy; structuring the most cost effective service solutions and projects. Your IT manager develops a strategic roadmap, recognising your specific business drivers, to shape your IT strategy for the coming year.
We know our support service is only as good as our support staff. Smart, highly motivated and service obsessed, our highly experienced support engineers are also backed by partnerships with all the major manufacturers, whose in-depth technical knowledge and extensive industry experience allows them to resolve the most complex issues.
Central to all our support services is our true, live helpdesk service with responsive, professional and friendly assistance on hand, whenever you need it.
- Great Service, Guaranteed!
Procom run Service Level Agreements ensure helpdesk support cases are prioritised to provide an appropriate level or response within a guaranteed time.
- Always In the Loop
Our clients are kept constantly up-to-date from the moment a case is raised right through to its successful resolution.
- Remote Support Tools
We use a variety of remote support tools ranging from client instigated screen sharing to direct access secure IP KVM tools.
- Onsite Escalation
Whilst we always endeavour to resolve issues remotely, there are some instances where an onsite presence is absolutely necessary. As a result, as part of your managed support service we will provide onsite engineers as and when required.
We will often recommend regular scheduled onsite visits by an engineer. These visits, at a frequency to suit your needs, put a human face to our helpdesk, and often result in higher productivity and a better relationship between your people and our IT function. Guidance for key software and processes can also be given during these onsite visits.
Procom operate a variety of award winning remote monitoring and management systems at the heart of all our managed support services. These tools enable us to access, monitor, manage, upgrade and fix networks remotely.
This means nothing goes unnoticed! When an issue is identified alerts are automatically sent to your helpdesk team for resolution. Not only does this provide complete system visibility, it also ensures system health through the remote application of fully tested software updates and patches without interrupting your daily operations.
Live, granular reporting is central to monitoring and maintaining the highest service levels across all of our managed IT support services. It also ensures we always maintain a strategic approach to the management of your account.
Our client portal provides access to live updates, while comprehensive quarterly both an accurate record of performance and a means of identifying and resolving recurring issues.
Access a full suite of IT project and consultancy services delivered on a flexible, on-demand basis by your IT manager and expert engineers. As part of your managed IT support service, you gain access to consultancy across a vast array of project services, including back up and disaster recovery, cloud and hosting and system migration and email management solutions. Secure your network with our managed security services and design, consolidate and support your business applications.