supporting you - your computer system support needs

Your Business IT Support Needs

Whether you need reliable and responsive IT support; an IT system upgrade; systems development IT consultancy; or the answer to a technical problem, we are here to help.

What kind of IT Support Service is it that your organisation needs?

• Affordable, straightforward IT Support arrangements and IT support contracts for your organisation?
• Professional, experienced and personable technical staff who can communicate clearly - in English?
• Reliable and responsive reactive IT support for you and your users right when you need it?
• Proactive, scheduled preventative maintenance visits to maintain and develop your systems?
• Swift resolution of your technical computer system issues and faultless tracking of ALL helpdesk requests?
• Peace of mind with your servers, email, internet and other IT that ensures you can focus on your business?

Our clients include a variety of small to medium sized enterprises (SME). We devote much time and attention to this valued group of clients and they are the core of our business across Central Scotland. We now wish to establish a greater presence in the Edinburgh Business IT Support market for SMEs as we have many advantages to offer.

Three of our key advantages for clients are Commercial Value, Professional Technical Resources, and Genuine Client Care and Attention.

Read more about the advantages of choosing Grant McGregor for your IT Support.

Commercial Value of Outsourcing IT

Most SMEs understand that it is not always cost effective for them to employ full time IT staff to look after their straightforward business IT systems. That's why we offer clients the flexibility to use our experienced and expert IT team as required. We provide professional technical expertise when a project arises to suit the specific needs of each client. Once we have met with the new client to define the requirements, we set up an IT Support Contract and Service Level Agreement (SLA) specific to the client and their business. This Contract and SLA serves as an IT Support plan for the services we will provide to the client and establishes clear expectations for the client and client staff.

Professional Technical Resources

We are fully capable of serving as the client's entire IT department with support, project and IT consultancy services. Alternatively, we can augment existing in-house IT staff for projects requiring specific skills or implement IT hardware or software purchases.

One of the highly-valued aspects of our IT Support service often cited by our clients is the harmonious and productive relationships that our Support staff build with client management and staff users. Our technical experts have all worked for and with larger corporates and demanding enterprises. These same professionally-trained IT staff then apply the same analysis, technical prowess and well-developed people skills to both SME and enterprise level clients; regardless of client size, they have the experience and knowledge to offer appropriate and suitable business IT recommendations.

Another clear advantage is that we do not operate a multi-level support handling system. You get your own primary Technical Account Manager who gets to know your systems and your employees well and who will document that information centrally for other Grant McGregor Support staff to utilise. We then use full Level 3 advanced support staff to handle day-to-day helpdesk support requests so that you are not dealing with a 'message taker' who then needs to escalate your request to another engineer. This immediate depth of helpdesk resource provides clients with guaranteed expertise in dealing with daily issues that arise such that they can be quickly resolved by people that know how.

Grant McGregor's engineers are experienced in all aspects of technology including IT security, IT upgrades, system enhancement and dealing with crippling viruses. Uniquely our dedicated professional support people are trained to deal sympathetically and patiently with users to ensure they build mutual trust, respect and confidence.

Genuine Client Care and Personal Attention

Being experienced in working with SMEs means that we are sensitive to their unique technical needs as well as their need for personalised, reliable service. We truly understand that our clients want to focus on their own area of expertise which leaves little time for systems development and reviewing the latest technologies available to them.

Our team is fully trained and experienced in delivering personalised client system development services and discussing potential server developments, security fixes and software enhancements in language and terms that clients can understand. We alleviate the confusion and stress of finding the right technologies that are the best fit for our clients business, and ensure they can procure them accurately and cost-effectively.

Remote IT Support and On-site IT Support for your Business

We use a very effective combination of powerful remote access tools and on-site visits to provide IT support direct to your desktop, laptop or network server from our Edinburgh office. You and your employees can log technical problems on our helpdesk database. You can also phone or email our support team with any issues. After all, you'll have the mobile number direct into your own Account Manager!

Emailed or online Support Requests are automatically logged in our PSA Support Tracking System and the problem is immediately notified to your account manager and to the helpdesk team. We combine remote IT support with effective scheduled preventative maintenance or reactive support visits to your place of business to maintain your systems and to prevent problems from escalating. We also utilise these visits to deal with the small IT niggles that can affect users' everyday working lives such as printers using the wrong paper tray, slow internet access or problems with specific emails to help to rebuild staff confidence in IT and enhance their confidence in us.

We do like to visit our clients on a regular basis to maintain the personal contact and mutual trust that makes our IT Support Services in Edinburgh stand out from the crowd.

Browse our full range of IT Services to see how we can help your organisation or contact us to discuss your support needs and get a realistic quotation.