Ready for Smoother IT Support?
Get in touch today and we'll show you how our Help Desk works in practice: response times, engineer coverage, and how we fit into your existing setup.
When something breaks, you need it fixed quickly. Without chasing, repeating yourself, or wondering who's on it. Our Help Desk is built for day-to-day IT support that feels effortless: fast triage, the right engineer assigned, clear updates, and problems properly closed.
A clear process every time. No guessing, no dropped balls, no chasing for updates.
Call us on 03300 945 946, email service.desk@onit.ltd, raise a ticket through our portal, or click the On IT icon in your system tray. Whichever suits you. Every ticket gets logged immediately with a reference number, so nothing is lost in an inbox. You'll receive an automatic confirmation, and the clock starts ticking on your SLA from the moment it lands.
Our team assesses impact and urgency within minutes. Critical issues affecting your business operations are escalated immediately. Routine requests are queued intelligently so urgent problems never get buried. You'll always know where your ticket stands, with no need to chase.
We fix the issue, document what we did, and confirm resolution with you before closing. No silent closures. If something comes back, we treat it as the same incident, not a new ticket. And if a pattern emerges, we flag it proactively so you can get ahead of it.
Day-to-day IT support across the issues that actually slow your team down.
Clear, committed response times, written into your agreement, not just a best guess.
| Impact | Priority | Initial Response | Target Resolution |
|---|---|---|---|
| Total outage, business stopped | Critical | 30 minutes | 4 hours |
| Key systems down | High | 2 hours | 8 hours |
| One user unable to work | Medium | 4 hours | 1 business day |
| Workaround available | Low | 8 hours | 3 business days |
| General request or advice | Very Low | 1 business day | 5 business days |
What you can expect Response times are measured from the moment your ticket is logged, during our support hours of 9am to 5pm, Monday to Friday. Our RMM agent monitors your devices 24/7, and critical incidents outside business hours are handled under our optional Out-of-Hours escalation add-on. All SLAs are documented in your service agreement, and tracked monthly in your reporting pack.
SLA Attainment
Measured across all priority levels
Customer Satisfaction
Based on 158 rated support interactions
We use automation to handle the repetitive, so our engineers can focus on the issues that actually need human judgement.
Every issue is captured in our PSA platform automatically, whether it's raised by phone, email, the portal or the system tray icon. No manual data entry, no missed tickets, and full audit trail from first contact to resolution. Every engineer who touches your ticket sees the complete history.
Common requests like password resets, licence provisioning, and account creation are handled through automated workflows inside Microsoft 365. This means faster turnaround on routine tasks and engineers freed up to focus on problems that genuinely need investigation.
Automated updates keep you in the loop at every stage: when your ticket is received, when work begins, and when it's resolved. SLA breach alerts trigger before deadlines are missed. You'll never have to ask "what's happening with my ticket?" again.
Optional, but recommended. Monthly reporting turns support data into decisions, helping you see patterns, measure value, and reduce future demand.
See which categories of issue are recurring, which teams or departments generate the most tickets, and which devices or applications are causing the most disruption. Data that helps you plan, not just react.
Monthly SLA adherence figures, broken down by priority. You'll see exactly how we're performing against the commitments in your contract, and we'll tell you if anything needs attention before you have to ask.
Where patterns point to an underlying problem, such as an ageing device fleet, a misconfigured system or a training gap, we'll raise a proactive recommendation. The goal is fewer tickets over time, not just faster resolution of the ones that come in.
When a fix needs hands on hardware, an engineer comes to you.
Explore support24/7 monitoring that spots failing drives and missed updates before they become tickets.
Explore device monitoringUsers, mailboxes and licences managed for you, with clear response times.
Explore M365 adminCall us on 03300 945 946, email service.desk@onit.ltd, raise a ticket through our self-service portal, or, if our agent is installed on your device, click the On IT icon in your system tray. Every channel creates a logged ticket immediately with a reference number. For most day-to-day issues, email or the portal works well: you'll get confirmation within minutes and can track progress without calling. Phone is there for anything urgent where you need to speak to someone straight away.
Yes. Most issues are resolved remotely, which is faster and less disruptive. But for hardware faults, complex infrastructure work, or situations where remote access isn't possible, we can send an engineer to your site. Onsite visits are covered under your agreement or quoted as a one-off depending on your plan. We'll always try remote resolution first, and only escalate onsite when it's genuinely the right call.
A Critical ticket is reserved for situations where your whole business is unable to operate, for example a complete internet outage, a server failure affecting all users, or a ransomware incident. It's not a severity rating for individual frustration. It's a business impact classification. When a P1 is raised, it triggers immediate escalation regardless of queue position. We'll be honest with you about priority classification, and we'll never use it as a way to manage expectations downward.
We handle the full joiner and leaver process: account creation, M365 setup, device provisioning, access rights, and offboarding. For joiners, give us at least 48 hours' notice and we'll have everything ready for day one. For leavers, prompt notification is important. We'll suspend accounts, revoke access, and recover licences in line with your security policy. We can also help you build a standard onboarding checklist so the process is repeatable and nothing gets missed.