IT Support London

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Our award-winning London IT support is here to make your life easier and improve the everyday working lives of your employees through technology. Our support covers Windows, Mac, Windows 365 & Google Workspace.

On average we save our clients up to 30% on their IT expenditure, across IT support and licences.

Watch client testimonials

Mansoor Jilani, NICCE

Ken Marchesi, Nederlander Theatres

Robert Hill, Greater London Properties

At your service for IT Support assistance

We’ll take care of all the technical and logistical stuff, so you don’t need your own IT department and the associated expensive IT specialists to handle IT challenges.

Our approachable team of 40+ IT experts is based in Vauxhall, City of London, ready to help your business and staff members with our IT support services. It’s always helpful to put a name to a face, even when we’re dealing with technical details.

We’ve put this guide together to help you figure out how to get started, where to look, and a little more about us. There are plenty of resources for our customers and end users along the way that we’ve already put together.

If you need any more information, you know how to find us.

totality services Feefo Platinum Trusted Service Award Badge
Customer experience rating

Quick links

Selecting a London IT Support company

Selecting an IT support company is often the first major commercial decision many businesses make.

Before selecting a support company, it’s vital to consult with your team and nail down precisely what you require in terms of support packages.

You’ll also need to ask yourself questions like:

  • What areas of your IT operation do you need help with the most?
  • How much contact do you require with a dedicated account manager?
  • What is your annual IT support budget for IT projects?
  • What cyber security concerns do you have?
  • How much day-to-day IT support do you need?

When sifting through IT support packages and proposals, relate each one to your business needs.

We have a video that can help to clarify a few things.

How to choose an IT support company

So you’ve taken the first step to kicking your IT systems and processes up a notch.

That’s fantastic.

But how do you choose who to work with? It can feel like a bit of a minefield.

IT support providers are unique in that, unlike accountants, marketing consultants, and other partners, they work alongside your team and other users daily to help you achieve your business objectives.

And so, it’s important to choose the right provider the first time around for your IT system.

Request a quote

Here are the top 5 factors to consider when choosing an IT support company:

1. Background checks

  1. Due diligence: You need to make sure that the provider is not a sole trader and is a registered company. Also, consider using credit check resources such as Company Check.
  2. Do not entrust your systems and IT projects to a one-man-band: It’s also essential to ensure that any prospective IT support provider has been operating in the marketplace for the required time.
  3. Use Google: If an IT support company has a bad reputation or has operated suspiciously, the internet probably knows about it. Google is your friend. Research their name and company history to expose any bad reviews or incidents of misconduct. It’s helpful to see their track record first.
  4. Check their certifications. While the industry has no official regulatory body, IT support companies should comply with several accepted global standards.

Various IT certifications

ISO9001 and ISO27001 are both internationally recognised series of standards.
Microsoft Partner status is when IT companies are awarded a silver or gold partnership.
Then there’s ITIL, a globally accepted method of delivering IT services and handling asset management.

2. IT support staff

After ensuring your prospective IT support company is legitimate, you should focus on the people delivering the end product. Ask for a video call or face-to-face meeting with the following key team members before signing a contract to gauge what kind of personalities you will be dealing with.

  1. Account managers
  2. Service desk managers
  3. Tier 3 engineers or senior engineers

Remembering that your own staff will not be familiar with industry terminology is important. With that in mind, make sure that anyone you meet can articulate key IT concepts in plain English without overloading on technical terms or acronyms.

You must also grasp an IT support company’s underlying ability to offer a service plan. Ensure you ascertain how many people they employ, how many offices they work from, and their staff retention levels.

An IT support company that employs more than 50 people in multiple locations is unlikely to be able to provide a personalised and consistent service.

It Support staff member

Clear communication, end-to-end IT support, and a super friendly team in Central London

3. Reviews and references

The internet provides many ways to check on the services an IT support company provides its clients.

Feefo and Google are all globally renowned review services that provide invaluable insights into how a prospective IT partner does business.

Rather than gloss over the number of stars provided, be sure to read individual reviews and anecdotal support accounts, even if it is an award-winning IT support company.

Ask the provider for a set of references that are relevant to your industry.

If you’re a legal firm, ask for a letter of recommendation from another firm of solicitors. If you work in the public sector, make sure that you speak to other public sector organisations that the provider has worked with.

Ask questions about day-to-day support and industry-specific software that you use.

4. IT support contracts

Perhaps the most important part of the entire tendering process is knowing what you’re signing. The IT support industry is awash with tales of unwitting businesses committed to a contract that ties them into unwanted services or extended contract lengths.
Here are some things you may need to watch out for.

  1. The contract length (this should be 12 months at maximum)
  2. Unwanted pre-packaged services
  3. Unfair termination clauses
  4. Unspecified account management procedures
  5. Unspecified or vague operating hours

When it comes to service level agreements (SLAs), scrutinise the company’s published service SLAs that govern their accepted response and resolution times. The contract should clearly outline how the IT support company prioritises incoming IT support requests and deals with change management.

Most IT support companies in London operate under a priority system for individual support tickets for customers and adjust their client response and resolution times accordingly.

And last, but by no means least, we have the onboarding process.

5: The onboarding process

Whether switching between IT support providers or contracting one for the first time, it’s important to understand precisely how they will integrate you into their support and 24-hour monitoring platform. Additionally, consider how they plan to deploy any software after the contract has been signed.

IT support companies should never charge for this service. Make sure you ask for a dedicated point of contact who can furnish you with an official onboarding schedule so you can forward-plan for any disaster recovery and disruption to your business.

An onboarding process should also include site visits to your company offices. This enables the support company to tag equipment with a unique asset number and take photographs of key hardware like servers and cyber security firewalls. It also allows them to introduce themselves to management team members.

Well, those were the top 5 things to consider when choosing IT support service providers.

Here are some more resources from the archive to help you choose the best IT support company in London for your business.

From the blog

Getting started with managed IT support

Now you know a bit more about how to make the right choice for you.

But what are you getting yourself into?

Every London-based IT support provider will have a different way of working. Clarity and transparency are super important for us, so we’d like to explain our process.

We’ve split this into three parts to make things a little easier.

  1. Audit and proposal
  2. What happens between the proposal and go-live
  3. Going live on our support system

Part 1: Audit & proposal (yes, it’s free)

The process goes a little something like this:

  • We all meet, in person or online, to chat about your needs
  • We conduct a detailed IT audit
  • We establish your current set-up, any gaps, and requirements
  • We’ll provide recommendations and reliable solutions
  • Following our chat, we’ll send you a proposal, timelines, costs, etc.

Simple as that.

Request a quote

Part 2: From proposal sign-off to go-live

Here’s a quick summary of what the process looks like, from signing off the proposal to going live with your new infrastructure and support:

  • Your team signs off the proposal
  • Our sales team meets with our project team
  • We all (your team, our sales team, and our project team) have a kick-off meeting to make sure everyone involved is on the same page and you’re happy with our approach
  • We assign a dedicated project manager and IT support engineers to your project
  • We implement everything discussed, including onboarding and infrastructure transformation (see section below)
  • This takes about 6-8 weeks in total
  • Your dedicated project manager hands over thoroughly to our support desk team and Customer Success Manager, ready to help you on an ongoing basis

Our expertise and remote support services are available 24/7 for the sake of ease and speed. But we also provide onsite IT support for businesses throughout London.

Part 3: Going live with our IT support system

Once your new systems and processes are in place, it’s time to go live with support.

Here’s what that go-live process looks like:

  • Create documentation related to your organisation for the helpdesk IT team
  • Set up your organisation on the IT Support Platform
  • Schedule a meeting with your internal IT point of contact
  • Explain how tickets are raised, what the processes are, etc.
  • Set up your dedicated support portal (this includes new starter and leaver forms)
  • Send your staff a helpful welcome email with an explainer video

A few more resources to help you get started

Our award-winning IT support services for London-based businesses

To get a little more technical about it for a second (since we know there may be specific things you want to check for) here is a quick list of what is included in our standard IT support packages:

  • Unlimited remote IT support via phone & email
  • Proactive maintenance of IT infrastructure
  • New staff on-boarding & staff leavers off-boarding
  • Hardware advisory, purchase & lease
  • Hardware audit and asset management
  • Weekly or monthly helpdesk report
  • Monthly or quarterly Account Management meetings
  • IT Director service (1-hour free IT consultancy per month)

There’s a bunch of other stuff we also have available on request (just let us know when we have our first meeting)

The go-to IT Support London Company

Here’s a list of what we offer in our comprehensive services:

  • IT security
  • IT setup
  • IT consultancy services
  • Mailbox & data migrations
  • Google Workspace migrations
  • Microsoft 365 migrations
  • Microsoft 365 training
  • Hosted solutions
  • Hardware purchase & lease
  • Office moves
  • Internet & telephony setup
  • Network infrastructure setup
  • Network cabling
  • Network & network security setup
  • Cyber security services and solutions
  • Disaster recovery
It Support staff member

With unlimited 24/7 IT support, you can reach our UK-based team whenever you need.

Benefits of Our Small Business IT Support in London

Outsourcing your IT support to a trusted, expert, and highly experienced team (like ours here at totality services) delivers many tangible advantages.

Total peace of mind

You can work confidently, knowing that your IT is constantly being monitored and maintained so your team can securely access and utilise it from any device or location.

The proactive nature of managed IT service solutions has ‘prevention is better than cure’ at its heart. That means issues are reported and resolved long before they become business-stalling problems.

Level the playing field

IT rapidly advances, as do your customers’ expectations, so you have to keep up.

The good news is your small business IT support service will deploy, optimise, and enable you to benefit from the latest, fastest, and most cost-effective technologies – the kind of kit bigger, better-funded businesses take for granted.

Your managed IT support partner will also keep the software your organisation uses regularly updated with the vendor’s patches and fixes, while regularly backing up your data. The result is that your systems and data stay secure. They also ensure your systems operate at peak performance.

Greater value for money and easier to plan around

For a small business based in London (which already has high overheads), managed IT support services are more affordable than the alternatives, such as employing in-house expertise or the break/fix model.

They will likely be cheaper than any operational downtime and delay you experience if any part of your IT infrastructure fails.

Additionally, a monthly-based agreed and fixed subscription to your small business IT support provider makes your financial planning and budgeting accurate and simple.

Access to a Highly Experienced and Knowledgeable Team

Choosing a managed IT services partner gives you access to the specialist skills and knowledge of their fully trained and certified professionals, so you can be confident that your IT infrastructure is always working at its best to deliver business continuity.

Your MSP can hone your competitive edge and boost your productivity, profitability, and growth by providing your team with the capabilities you lack.

Safety, Security and Compliance

Research indicates that cybercrime is predicted to result in $9.5 trillion worth of damages worldwide. If your small operation doesn’t have the latest security and protection tools in place, you’re a victim waiting to happen.

Please don’t think you don’t have systems worth hacking or data worth stealing. From phishing to ransomware and viruses to distributed denial of service (DDoS) attacks, cyber threats are a clear and present danger to every enterprise in our interconnected world.

Your small business IT support provider can help you deploy the latest security measures and advise you and your team on the best cybersecurity practices. Moreover, they can perform proactive, around-the-clock data security checks to detect potential threats and prevent theft.

Another crucial factor is that your MSP can keep your company compliant with all the latest regulations and protocols, like the European Union’s (EU’s) General Data Protection Regulation (GDPR). This is especially important around the protection of sensitive information and a breach in company data, which can lead to tough penalties and fines.

Enabling You to Focus on Your Business

Running a London-based business is hard enough without worrying about ongoing IT problems and their solutions.

Your small business IT support partner will free you up to concentrate on managing your enterprise and all the critical tasks that entail them while they manage your IT. This pays dividends if you’re not good at undertaking those regular updates, back-ups and all the other niggling technical requirements that tend to get overlooked in a busy business.

The Ability to Change as Your Business Does

One of the key benefits for companies of a managed IT service is its flexibility and scalability. Opt for a standard package, choose a complete end-to-end solution, or cherry-pick the support capabilities you need for particular projects – everything can evolve as your business does.

Trusted IT Support for 150+ Local London Businesses

  • 24/7 IT support: Round-the-clock IT support service for networks, 365 days a year, from our fantastic team of specialists, whether via a phone call or online.
  • Security in safe hands: Microsoft Partner and ISO 27001 & ISO 9001 certified.
  • Going beyond business support: We work with the CC Foundation to provide laptop access to London’s underprivileged kids.

The benefits of our small business IT support

Kind Words From Our Satisfied Clients

When we ask totality to do something, it gets done. It’s as simple as that. All the staff are super friendly and their attention to detail is great. I wouldn’t hesitate to recommend them
Robert Hill
Greater London Properties
They make the process of IT support really enjoyable. When we came onboard, they looked at our current system, identified what the problems were and helped us to find a solution
Ken Marchesi
Nederlander Theatres
totality explains complex issues in a really professional and friendly way. We needed someone who could understand the business IT support issues we face on a daily basis. They do a fantastic job
Mansoor Jilani
If you are looking for some awesome, knowledgeable people to work with, these are the guys I highly recommend. Their friendliness and result-driven approach are what I love about them.
Gurminder Bhagrath
Plane Saver

Zero-touch Onboarding for New Employees

So now that you know what’s included, we wanted to pop in and mention one of the best things about working with us.

You know those awkward tech handover meetings where either you or your new starters have to come to an office while systems are updated, security protocols are added, and the right cyber security software is added to a laptop, desktop, or Mac?No one likes those days. That’s why we don’t do them.

Zero-touch onboarding for all of your new starters is great for everyone. Why?

  • Gives your new starters a great first impression
  • It’s efficient, saving both time and money
  • All employees, whether they’re working on-site or remotely, get the same tech experience
  • Keeps things simple for you and your new starters

Helping New Starters Settle in With the Help of IT Support Professionals

We’ll send two parcels to help your new employees feel at home in their new roles. One contains all their tech, fully set up and ready to go. The second is a box of branded items (your branding, not ours). We’re talking hoodies, water bottles, notebooks, that sort of thing.

We find it really adds to the employee experience and gets new folks off to a great start.

The little things make the biggest difference in your employees’ experiences.

Frequently Asked Questions

Do you provide on-site IT support in Central London?

Yes, we do. Our office is based in Vauxhall, London, so our cyber security support engineers, automation specialists, and account teams are on hand right in the city’s heart.

An onsite IT support engineer or IT team is a key part of our wide range of services for many of our clients based in London, although remote support services and expertise are also available 24/7 through our exceptional customer service support desk, which you have remote access to for things like cyber security issues and hardware.

Which areas of London, UK, do you serve?

As a Vauxhall IT provider, we have the skills to support businesses in-person anywhere in London.

In fact, we’ve helped over 150 London-based small and medium businesses get on their feet and vitally transform their systems and processes through both in-person and remote customer service support – whether you’re looking for cyber security advice and services or you’re looking to improve network security.

If you’d like to know more about their experiences, you can find our customer reviews here.

How long does the process usually take?

From signing on the dotted line to having all of your systems live, training complete, and your people live on our online support system, we’re looking at 6 to 8 weeks.

From that point on, we’re available for ongoing IT support and queries 24/7 through our support desk or in-person throughout London for scheduled check-ins and meetings when you need us.

Do you provide training?

Whatever your IT needs, we do provide training, yes. We will work with your Ops Managers or IT Managers (whoever it is you need to be working directly with) to get them trained on our support desk system.

Cyber security awareness training is also super important, especially when switching IT support providers or introducing managed IT services for the first time. We can also provide security awareness training for all of your staff and set up new devices.

We also offer Microsoft 365 training for their whole suite or the individual software within it to build technical expertise.

Can I just purchase IT licences?

Yes, absolutely. A UK-managed service isn’t for everyone. We get that some customers only want to purchase IT licences. Here are some of the licenses you can buy from us:

List of IT licenses offered by totality services