A helpdesk for daily support
Give your teams the best IT support available. With direct access to the industry's best-in-class vendors, we can bring you the efficiencies you require to grow your business.
Rapid Response Time
75% issues closed first time.
98.8% customer satisfaction
Resilience based approach
Standardized services, to transform your business.
Your team can contact us, in whichever way they feel most comfortable, whether it be via phone, email, teams, skype, or even WhatsApp. All these contacts get filtered by our first-line team and most of the time, get instantly resolved and go into our ticketing system as resolved.
We boast a 75% first contact resolution.
We do this by ensuring our third line team is always involved in every ticket, and they give feedback to the first line on any improvements that can be made for the next time. Your team also gets to know our third line personally and also knows they can bounce off challenges with them on a personal level.
Every member of your team is different, and we adapt to each one on a personal level to ensure they get the quality of support they need.
- 10 minute response time to critical requests
- Critical requests defined by employee deadline context
- On purpose communication with status updates during problem resolution
- New user and leaver management
- Cloud software management and maintenance
- Remote management tools with user friendly remote control
When your critical equipment stops working, we get an alert from our monitoring system.
We quickly work with your onsite team to try and resolve the issue remotely.
Failing to fix it remotely, your favorite third-line support will visit your premises and try to quickly resolve the problem.
If things are a bit more complex we refer to our disaster recovery procedure to get you back up and running using our planned procedure.
- Fast response times to critical issues
- Automated monitoring of critical systems allows better planning
- Documented approach for faster troubleshooting
- 100% satisfaction or no charge.
- On-site visits within London and the surrounding areas
Rest assured, we have a lot of experience with virtualization for on-premises servers. We can design and maintain a Hypervisor environment for your network with disaster recovery in mind for all your network-connected assets.
From Active directory to business-critical software management. We work with your software vendors to resolve issues without you breaking a sweat.
Over time, cables and devices can get unmanageable. The confusion that this entails can repeatedly cause your business to stall and cause disruption to production.
If left unchecked can be devastating.
Ensuring that this is always looked after and kept tidy is a priority. We employ specialized teams to help businesses either clean up their infrastructure or build new infrastructure, using high-quality industry-standard equipment and accessories.
- Proactive maintenance and monitoring of your systems to prevent downtime
- Proactive patching of hardware and software to fix vulnerabilities
- Out of hours maintenance to limit employee downtime
- Infrastrastructure repairs and audits
- Cable clean ups and network bottleneck resolution
This process is critical to the core of our support. We constantly fret over your data and server recovery process and regularly update our planning.
You will know we do care about this process as we constantly get in touch to let you know how it’s going and if any of our tests are showing us that changes are needed.
We back up all your data using bit-level data backups. Essentially we store what has changed since the last backup. This makes it much simpler and easier to restore. Where applicable, we keep a local cache on your site and also transfer it over on a schedule to the cloud.
A zero-day attack occurs if your security appliance vendor is not aware of the threat. Zero-day attacks are extremely dangerous. Zero-day attacks regularly target the very devices we rely on to protect us. Ensuring that you are ready to deal with fallout from a zero-day attack is essential.
We routinely restore your backups to either Azure or AWS as dry test runs to see how your growth and network changes are affecting our recovery times and plans.
- Bit-level data backups
- 3 monthly testing of restore procedures
- Updates to process as problems are found during testing
- Cyber threat related planing
- Budget planning as data grows
Our team carries vast experience in working on projects. This project experience is vital to our daily approach to the help desk. We understand what it takes to maintain infrastructure, and we always build with disaster recovery and practical usage in mind.
We are constantly working on new projects for existing clients. From moving your phone system to teams, or setting up new servers for your developers to stage your latest web project.
These require a lot of planning, focus on budgets, and procurement hurdles.
No project is too big, we have experience in relocations, rebuilds, and total migration from on-premise servers to AWS and Azure.
We have worked with multinational organisations; interfacing with their process and delivering projects into their ecosystem, all the while adhering to strict QA and privacy policies.
- Budget and timescale planning
- Design and staged testing of changes
- Quality assurance sign off on changes
- Extended production environment monitoring during change cycles
You need to make sure you choose a managed service provider that is using automation to help with service delivery.
We employ a remote monitoring and management tool as part of our core activity. This tool records all incidents, and issues on servers and computers to give us a bigger picture of your network.
From simple updates to projected failures, we can see it all and we can act on it.
We report these regularly and take action before problems arise.
As part of our normal service to you, we give you the opportunity to talk to us about your problems and your pain points.
Knowing what is limiting the business to change, can help us propose or keep thinking of how to improve our support and assist with your growth.
Strategy is about adapting and learning, with a goal to solve problems that can occur.
- Annual strategic planning ensures that your business goals align with your IT budget
- 3 monthly IT environment reviews to identify problems and bottlenecks
- Reporting on employee satisfaction and experience.
GDPR makes us think more about the weak spots in our data collection and retention procedures. Losing data with personal information is extremely worrying for us all. Not having any thought/conversation or even a policy is even more dangerous.
Data privacy is a subject that we constantly communicate about internally and with our clients. How long is worth keeping any information with PI on it for? There should be a finite life on data retention for unnecessary contacts or former clients. Always only hold onto what is needed, and safely destroy anything that you do not need. With a good data mining process, (btw scoot over to our application development team to see the wonders we can do with data) we can help uncover data in the wrong places, secure them and improve your policies and procedures to meet GDPR Policies.
We are experts in cloud server management. We can provide solutions to your needs using their various services.
Do you want secure offsite storage or secure offsite backups? Or do you need somewhere to host your website? We can find the right solution for your budget.
Sometimes it feels like Microsoft Licensing needs a University qualification to decipher.
We have extensive knowledge about their various offerings and can make sure you have the correct licenses for your needs.
Microsoft Teams is a go-to collaboration tool for colleagues and clients alike. As with all software solutions you may encounter setup issues or may be confused with the functionality. "My microphone or my webcam is not working." Sound familiar? We are here to help and test all settings within Teams and get things working for you before that critical meeting.
We are also VOIP experts with years of experience with 3CX. We can help migrate your traditional PBX to teams.
Microsoft 365 does not keep a backup of your data!
In the unlikely event that Microsoft 365 has an unrecoverable disaster, and loses your data, it would be very useful to have a backup of all your important emails, one drive and share point data off the cloud. We can provide the right solution for you, from all of the various backup options.
You may prefer Google's offerings over Microsoft's. That's absolutely fine. We are official GSuite partners and have in-depth knowledge of their services and products.
We can provide the right solution for your needs and get your communication and collaboration tools up and running in the most efficient way.
We are also experts in setting up users and troubleshooting any issues you may have.
As partners, we also have the might of Google Support behind us.
So you have a firewall, you have an antivirus solution and you are safe and secure. You regularly renew the subscription and it all works well… until it doesn't.
How these devices are set up is extremely important and how they capture modern threats from ransomware is critical to your business. A zero-day attack is one that occurs if the security vendor is not aware of the threat. Zero-day attacks are extremely dangerous, as they regularly target the very devices we rely on to protect us. Ensuring that you are ready to deal with a fallout from a zero-day attack is essential.
Sophos and ESET partner with us to ensure you get a multi-tiered security setup. For instance, we use Sophos as the main firewall appliance and ESET antivirus as the second line of defense. If one vendor fails to capture a threat we have a second one standing by within the network to stop it.
You may have heard of penetration testing (sorry, this is not a TikTok). You wonder if your network is safe, our experienced team uses ISO 27001-compliant testing to target your network from the outside. We do not limit this to your on-premises network, rather, we also perform these tests on your wider cloud network. The result of the tests will show weaknesses. We assess the results and work towards making the necessary changes to ensure you are compliant.
We also work with external quality assurance agencies, on a client's request to assess our suitability as a vendor, and we pass every time!
Human error is the main cause of data breaches. Your team is in control of sensitive data on a daily basis and if they lack the relevant training on best procedures of handling that data, disaster is around the corner.
Understanding the threat posed and how to handle it is essential to your staff. We use various tools including webinars to ensure that your team is always tooled and guided on how to keep their devices and data safe.
Industries we help
- Public relations
- Legal firms
- Design agencies
We are proud to be partnered with industry leaders
WHAT OUR CUSTOMERS SAY
"Having worked with Granular IT for many years, I did not hesitate to work with them again on the Young Soles website build on Shopify. From understanding the brief and what is needed to achieve a fantastic end product through to advising on the best way to solve problems and the quick delivery of a great website, I have always found Granular IT to be the perfect development partner. The ongoing support and bug fixing is also above and beyond that of other development partners I have worked with in the past."
"I have worked with Granular IT for the last three years as a trusted development partner for the development of websites and apps. They built and maintain our large scale Learning Management System and provide support on a number of development projects across a range of technologies. Granular IT have been fantastic, providing high quality work in time and on budget, and are a pleasure to work with, going above and beyond to get things done. Thank you for all of your hard work on our projects!"
"A major reason why we are able to do what we do is because of the services providers like Granular IT who did an excellent job designing and setting up our online database. It has not only made our data collection easier but has also simplified the review process for applications for our medical support fund."
What are your response times?
We will respond to your initial contact within 10 minutes, with an aim to get your issue resolved as soon as possible.
Do you support us 24/7?
Our helpdesk is open from 9am to 5:30pm. However we are just a phone call away before or after these times. We will make sure that we are available for emergency support.
Do you charge for call outs?
We solve 99% of issues remotely. However if a call out is needed, we can send out one of our savvy technicians to get your problem resolved. Call outs are billable.
Can you support our third party software?
Yes we can 100% support your third party software. We will liaise with your software vendors support team, allowing you to concentrate on your business.
What if we already have in house technical staff?
This is brilliant! We will be happy to work with and support your already tech savvy on site staff.
What happens when I open a support case?
Whether you call, email, whatsapp or contact us in any way, a ticket will be created in our ticketing system. This will allow all technicians to have knowledge of the issue, and we can assign the right person to tackle the job
What happens if my IT issue cannot be resolved straight away?
If the issue cannot be resolved immediately, the first line technician can escalate it to our third line team. You may also be in contact with our third line team.
We support your team's daily life on the cloud
Eliminate the need for your teams to use multiple channels of support across your tools. We handle the support and tickets to your vendors via a single pane of glass approach
AWESOME IT support to propel your business and boost employee productivity.
We are a 100% London-based IT support provider with a talented team that is ready to proactively support your business daily.
We do not work towards simply meeting our SLA, rather we help make your business safer and simpler to run. We want to make sure that your staff can work effectively, your disaster recovery procedure is tested and your network is secured. We can do this for you daily. It's what we are trained to do.
We don't ask for salary reviews, benefits, or pensions and we do not even ask for praise. All we want is to ensure that your business is run safely and smoothly day in day out.
Oh, and we also return late-night calls from panicked executives lost in china with only a three-pin plug…
Our mission is to give you a stable, UK Based help desk team that integrates so well into your office life, that we get invited to your zoom after-work parties.
REDUCE THE HEADACHE
Imagine a productive workforce that delivers on their tasks daily, their timesheets focused on shipping out tasks without any destructive downtime. We pride ourselves at being able to provide a service that allows you to focus on your tasks without headache.
We have a team that responds fast to user issues, we also have a team that is reviewing the ongoing issues and thinking about your next quarter; We actively reduce your recurring pain points with system and support changes.
Take this scenario for example, during your internal project debrief, your production team blames IT for the poor performance of the project.
“Sharepoint crashed every time I transferred large files, and my VPN keeps disconnecting.”
Well, Sharepoint being unresponsive and VPN disconnecting is probably down to your poor home network, weak wifi, or just your flatmate live streaming their drifting skills on Forza Horizon.
...This is probably any first-line support tech's usual response and can leave us all with a frustrated user.
Our third-line team continuously reviews this information and offers tangible changes for that user and a proactive follow-up to give them a more productive working life.
Poor IT infrastructure and support, translate into HR issues, staff retention, and can contribute to overall low morale.
7 Signs Why Your Business Needs IT Support & Security Services
- Your business has more than 10 staff
- Onboarding & off-boarding of staff is problematic
- You don’t have an IT roadmap
- Security is a concern
- Your staff aren't aware of security best practices
- You feel productivity could be increased
- Your business isn’t getting value from its IT assets
UPDATE April 24th 2022
We have recently completed major projects and opened our books to new clients, and for a limited time consultation is totally FREE. (usually £500). Get expert advice at no cost.
Talk to our CEO