IT Infrastructure
IT Support
Help desk and on-site support for the systems your people use every day.
Overview
Day-to-day IT support is where technology meets people: a laptop that will not start, an account that needs setting up, a printer that has stopped, an application that behaves differently after an update.
Markedge provides support through a ticketed help desk with agreed priorities, remote resolution where possible and on-site visits where needed, plus the routine work of onboarding and offboarding staff, managing devices and keeping software licensed and updated.
Benefits
Faster resolution
A single support channel with clear priorities instead of ad-hoc calls.
Consistent devices
Standard builds, security settings and software so every workstation is manageable.
Visible
Ticket history and reports show recurring issues worth fixing at the root.
What we deliver
Help desk
Ticketing, remote support and escalation with agreed coverage hours.
On-site support
Scheduled and incident visits for hardware and site issues.
User and device management
Onboarding, offboarding, device setup, security settings and software licensing.
Reporting
Ticket volumes, resolution times and recommendations.
How we work
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Step 1: Onboard
Document users, devices and applications; set up the support channel.
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Step 2: Support
Resolve tickets to agreed priorities, remotely or on site.
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Step 3: Improve
Use ticket data to remove recurring problems.
Deliverables
- Support process with priorities and coverage hours
- User and device inventory
- Standard device build and security settings
- Ticket reporting
Frequently asked questions
Most issues are resolved remotely; on-site visits are included or scheduled according to the agreement.
Yes. IT support is commonly delivered as part of an IT AMC that also covers maintenance and monitoring.
Onboarding covers accounts, devices, access and security settings from a standard checklist; offboarding reverses it and documents returned assets.
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