Support & Guidance

You could have the greatest, most modern systems in the world, but without the right support you’ll never be able to make the most of them.

We’ll be there to back you up when things go wrong and we’ll put all our effort into making sure that isn’t needed in the first place.

Break/Fix Support

At its most basic level, IT support helps you fix things when they go wrong. At Ascend we’re here to be your first and only call with any IT-related problem. We will work with you to fix software problems, repair hardware and source replacements where necessary.

Break/Fix support suits businesses that just need a little extra support for more complicated problems, or extra resources for an IT project. If you need more comprehensive cover, it may be worth considering a pro-active support package.

Pro-Active Support

In addition to the reactive support offered by a break/fix offering, our pro-active support works behind the scenes to head problems off before they happen.

By designing and implementing a robust IT strategy, and remotely monitoring your hardware for the tell-tale signs of impending failure we’re able to fix many problems before you even notice them yourself.

Take for example a failing hard drive. You’ll likely only notice the problem once the drive fails completely, at which point we’ll need to order, deliver and fit a replacement with the associated downtime and no guarantee that we’ll be able to recover any of the data from the old drive. With our pro-active support, we can pick up on early signs of failure, order a replacement drive and arrange a convenient time to reimage and install the new drive with minimal downtime and no loss of data.

Virtual CIO

Dealing with the day-to-day running of your IT infrastructure is great, but you’ll never make the most of what is available to you without a long-term strategy.

We will work to understand you and your business, putting together a plan that takes full advantage of the services already available to you and helps your staff reach their full potential. We’re also here to support your IT projects, whether it be as simple as recabling to support an office move, or as complex as implementing a new business management system that touches every corner of your business.

Asset Management

The computer equipment you and your staff work with has value, and in an age where working on the road and from home is the norm it can be easy to lose track of what you have and where.

Our Asset Management offering helps you keep tabs on every computer, accessory and piece of infrastructure in your organisation. We’ll help ensure that you can locate any piece of equipment with ease and identify the responsible member of staff.

We’ll also produce an equipment replacement schedule, ensuring that devices are refreshed when they need to be (and not before!) and spreading the cost over a number of years to prevent a large capital spend all at once.

Network Management

Your network is the backbone of your IT infrastructure and is the reason your staff can get online, access their emails, and keep the wheels of your business turning. Despite this, it is often the most neglected part of a business’ IT.

With multiple points of failure, it is critical that you have an IT partner that understands how your network is built, knows where your routers, switches and access points are located, and has the skills to resolve a connectivity problem quickly and permanently.

As part of onboarding, we will perform a full network audit that will help us identify every piece of hardware on your network. We’ll also install our network monitoring toolkit which will alert us to network degradations and outages, letting us spot problems as they happen and get right on to fixing them.

Website Monitoring

You could have the best, most informative, best-performing website in your industry but if it isn’t online, it isn’t bringing in your customers.

By monitoring your website from within your network and from outside we can be alerted to problems affecting your customers, and any site-specific issues that may only be affecting your users.

With this method we can also monitor any external sites your business relies on, including your CMS platform, supplier ordering portals, or your own internal intranet sites. While there’s limited control we can exert over externally controlled sites, we can help you identify the source of the problem and provide troubleshooting information as required for their support staff when you log a call.

Solution Development

Your business is unique, and your way of working is also unique. So, an off-the-shelf software solution won’t always be the best fit. Sometimes, only a custom-built solution will do.

That’s where we step in. We’ll work to understand your business, your processes and your pain points and design a solution that allows you to work at peak effectiveness and focus on what matters most to you.

Whether the idea solution is an existing product, a custom deployment of a system already on the market, or something completely custom-built form the ground up, we’ll be there to manage the project from start to finish. And our input doesn’t end when the project ends; we will be there to support you and your business for the long term, seeing that your systems continue running at peak effectiveness and providing ongoing training to enable pain-free development of your existing staff, and onboarding of new starters.

Sound Interesting?

If you’d like to find out more, just fill in the form and hit send.

It’s that simple!

No commitment. No pressure. Just an informal chat about your pain points and what we can do to help.

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