IT support for charities: doing more with restricted budgets

Whether it is a grant, a public purse or a board, the spend has to be justified line by line and the value has to be visible.

You are paying for licences nobody uses and missing features you already own.

Support, security, cloud and licensing sit with different people, or with nobody at all.

Patching, endpoint protection and access control were assumed to be part of the support contract and were not.

They get closed, the cause stays, and the volume creeps up year on year while the queue quietly grows.

Personal, financial and clinical data with classification, retention and access control that a regulator would recognise.

A small UK charity came to us unhappy with its incumbent IT provider: poor service, no strategic support, and growing concerns about licensing and cyber security. We onboarded it with minimal disruption, despite limited cooperation from the outgoing supplier.

A respected UK housing charity supporting people at risk of homelessness needed IT that worked as well in community hubs and on the move as it did in the office.

A team you know by name, not a rota of strangers. They know your estate, your people and what has gone wrong before.

Monitoring and support around the clock from the UK, so an out of hours incident is handled rather than queued until the working week.

Every repeat issue gets a root cause owner. That is how ticket volume comes down instead of creeping up year on year.

Patching, endpoint protection and access control are part of IT support, not a separate line item you find out you never bought.

Volumes, resolution times and the trend that matters, in language that does not need translating before the meeting.

Hand us the whole service desk, or use us to extend an internal team with specialist cover. The service is shaped around your structure, not ours.

Estate, contracts, licences, current tickets and the issues that keep coming back. No commitment at this point.

What we take on, what stays with your team, what the service levels are and what it costs. Written down plainly.

Data, tools and services moved in the order your requirements and priorities set. Nothing switches over in one weekend.

The repeat issues get root cause owners rather than joining a queue, so ticket volume starts coming down.

Regular reporting on volumes, resolution times and trend, in language that does not need translating before the board meeting.

A whole site, a core system or a large group of people unable to work. Worked continuously until it is resolved.

A key service degraded or a team blocked, with a workaround possible.

One person or one function affected, work continuing.

Requests, changes and questions with no immediate impact. Eight business hours.

Worth noting the first-rate way in which the business of managing the commission was conducted. Straightforward, honest and willing to deal with issues swiftly and effectively made for a productive and enjoyable working relationship. Thank you!

The team at InfraTech Systems have been outstanding partners in delivering our digital objectives. Their technical expertise is matched by a flexible, can-do attitude that’s essential in a public sector environment. They’re responsive, approachable, and genuinely committed to service quality, always willing to adapt to our evolving needs while maintaining a high level of professionalism and accountability. A trusted and capable delivery partner.

One conversation, no obligation. Bring your current contract and your last quarter of tickets. We will tell you what we would change, what we would leave alone and what it would cost, and you can decide from there.

Both models work. Some clients hand us the whole estate, others use us to extend an internal team with specialist capability such as cyber security or cloud. The service is shaped around your structure, not ours.

Every ticket gets a priority when it is logged, and the priority sets the clock. Response targets run from 15 minutes for a critical P1 issue to eight business hours for a routine request, and the service is measured and reported against them.

IT support is one part of a managed service that also covers cyber security, cloud, Microsoft 365, backup and disaster recovery and IT consulting. Take the lot, or the parts you are missing.

We are based at 46 Park Place in Leeds city centre and serve organisations across Yorkshire and the UK. Being close matters: clients can sit down with the engineers who run their systems.

Yes. We run the switch in five stages so nothing depends on a single big weekend, and your people keep working throughout. We have onboarded a charity with minimal disruption, despite limited handover cooperation from the outgoing supplier.