Outsourced IT support in Leeds
IT support with named engineers who answer the phone
Slow answers, repeat issues and a queue that never clears are not an IT problem, they are a service design problem. We run UK based support for enterprise and public sector organisations, with engineers you can name and a service desk that fixes the cause, not just the ticket.
- ISO 27001 information security
- ISO 9001 quality management
- Cyber Essentials Plus certified
- Leeds based, national reach
A queue that never clears is not an IT problem
Nobody changes IT support provider because the technology got interesting. They change because something keeps happening and the people who should own it do not.
- You never speak to the same person twice. Every call starts with a stranger reading your history for the first time, so every fix starts from zero.
- The same tickets keep coming back. They get closed, the cause stays, and the volume creeps up year on year while the queue quietly grows.
- Out of hours means Monday. An incident at seven on a Friday evening waits for the working week, and so does everyone it affected.
- Security turns out to be extra. Patching, endpoint protection and access control were assumed to be part of the support contract and were not.
- The reporting needs a translator. Ticket counts and jargon, with no trend and no way to tell whether the service is improving or drifting.
- The provider does not fit your team. Either it is the whole desk or nothing, or they sit alongside your people without ever joining up.
What IT support looks like with us
Human led, AI augmented. People answer, automation removes the repeat work behind them. IT support is one part of our managed IT services, so cyber security, cloud and Microsoft 365 are run by the same named engineers.
Open any of the six. Together they are the service. Take the lot, or the parts you are missing.
- Named engineersA team you know, not a rotaYou get a team you know by name, not a rota of strangers reading your history for the first time on every call. They know your estate, your people and what has gone wrong before.
- 24/7 UK based coverHandled, not queued until MondayMonitoring and support around the clock from the UK, so an out of hours incident is handled rather than queued until the working week.
- Causes fixed, not just ticketsEvery repeat issue gets an ownerEvery repeat issue gets a root cause owner. That is how ticket volume comes down instead of creeping up year on year.
- Security built inPart of support, not a line itemPatching, endpoint protection and access control are part of IT support, not a separate line item you find out you never bought.
- Reporting your board can readVolumes, times and the trendVolumes, resolution times and the trend that matters, in language that does not need translating before the meeting.
- Works alongside your teamThe whole desk, or specialist coverHand 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.
From the first call to the root cause
Most IT support is judged on how quickly the phone is answered. We think it should be judged on whether the same problem ever comes back. The desk runs in five stages, and the last two are where the difference is made.
- 01
Log it, your way
Phone or email. A person picks it up, confirms what is affected and who, and you get a reference and a named contact rather than a queue position. - 02
Triage by impact
Priority is set by what the issue is stopping, not by who shouted loudest. A site down is treated differently from one person’s printer, and both are told what happens next. - 03
Fix it properly
Engineers who already know your estate work the issue through to resolution and confirm it with the person who raised it before anything is closed. - 04
Find the cause
Anything that has happened before gets a root cause owner. Fixing the pattern rather than the instance is how ticket volume comes down. - 05
Automate the repeat work
The routine work behind the desk is automated with a person watching it. That is what gives the engineers the time to answer the phone and fix causes.
Reporting comes out of the same system: volumes, resolution times and the direction of travel, in language that does not need translating before the board meeting.
Why organisations choose InfraTech for IT support
- Enterprise and public sector deliveryISO 27001, ISO 9001 and Cyber Essentials Plus behind the service, with the audit trail to match. Leeds based, working nationally.
- Support, security and cloud from one teamIT support is one part of a managed service that also covers cyber security, cloud, Microsoft 365 and backup. No handover between suppliers when an issue crosses a boundary.
- Fixed causes show up in the numbersRoot cause owners and honest reporting mean you can watch ticket volume come down, rather than being told that it will.
- Shaped around your structureFully outsourced IT support, or specialist cover alongside an internal team. Either way, the same named engineers and the same standards.
- The AI side is in the same buildingWhen automation or intelligence would genuinely help, it is the same team doing it, not a handover to a different supplier. Human led, AI augmented.
- Not sure what you need from support?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.Talk to an engineer
IT support for sectors where downtime has a cost
- Financial services
- Insurance
- Retail
- Public sector
- Transport
- Manufacturing
- Charity
Enterprise and public sector organisations where an outage has a cost somebody can name, and where the auditors ask real questions about who had access and when. If your sector is not on that list, say so on the call. We would rather tell you where our experience genuinely sits than claim a specialism we have not earned.
Tell us what is not working with your current support
One conversation, no obligation. ISO 27001, ISO 9001 and Cyber Essentials Plus behind every answer.
