One place to ask for help
Staff should know how to report a problem, what information helps and what happens next. A consistent route also helps connect related reports when several people are affected by the same fault.
Proxar · UK expertise
Managed support
When IT gets in the way, your staff need someone to help—not another number to try. Managed support brings everyday assistance and agreed upkeep together, so problems have somewhere to go and recurring faults do not simply disappear into the ticket history.
How it works
Help that starts with the person affected
A broken printer and an application outage can both be urgent to the person reporting them. Understanding who is affected and what work has stopped helps us put the right attention on the problem.
More than the same fix again
Repeated sign-in failures or an unreliable device deserve a closer look. The immediate repair matters, but so does finding the configuration or process that keeps sending the same issue back to the helpdesk.
No surprises about coverage
We agree the users, devices, applications and hours covered. On-site visits, specialist software support and larger changes need clear arrangements too, so you know when another supplier or a separate piece of work is involved.
Technology partnerships
Technology partners you know
We help you choose and look after the technology your team uses every day.
Support that works with your business
A useful support relationship makes it easier to get help and easier to understand what happens between requests. Routine maintenance, service reviews and supplier follow-up can form part of that relationship when they are included in your agreement. We explain those responsibilities alongside the helpdesk work rather than assuming that the word support covers everything.
Your own IT team can stay involved. They might own business applications and approve access while we handle agreed user requests and device work. Knowing that division in advance saves staff from having to work it out during an incident.
For a closer look at how assistance is delivered remotely, see remote helpdesk and support. A remote session is a way to provide help; managed support describes the wider ongoing arrangement around your people and systems.
Managed support specialist helping an office colleague · Illustrative image
Client experience
What our clients say
“I’ve worked with Proxar for a number of years and have always found them to be honest, knowledgeable and informative.”
Your service
What goes into the agreement
You should be able to find these answers without interpreting a long list of product names.
Who and what is covered
The users, equipment and applications we support, who approves changes and where a software or hardware supplier needs to help.
What happens to a request
How staff ask for assistance, how business impact affects priority and how an issue reaches the next specialist when needed.
What needs attention next
A review of repeat faults, open risks and upcoming changes, with someone responsible for following up the actions you agree.
Before you decide
Your questions, answered
Is managed support the same as a remote helpdesk?
A remote helpdesk is one way to deliver assistance. Managed support is the wider relationship and can include agreed maintenance, service reviews and coordination. The proposal should explain the combination you are buying, including which tasks are handled remotely and when on-site or supplier help is needed.
Are all IT projects included?
Not automatically. Office moves, migrations and substantial system changes need their own scope and commercial terms unless your agreement explicitly includes them. Routine support should not turn into an unexpected project bill, so we agree how proposed work is assessed and approved before it starts.
Can our IT manager remain the main decision-maker?
Yes. Your team can retain approvals, application ownership and planning while we take on the work you need help with. We agree the handover points and escalation contacts so staff are not left deciding which team owns a problem while their work is interrupted.
How are recurring problems handled?
They should be visible in the service review, not treated as unrelated tickets forever. Look at the pattern, the likely cause and the work needed to stop it recurring. Some fixes need an approved change or another supplier, so the action and its owner should remain clear.
Your next step
IT support should be easier than this
Tell us where your staff get stuck and which problems keep returning. We will talk through the support you need, what your own team already handles and how the two can work together.