IT Support

Our IT support services ensure you have someone on hand to help you through IT issues when they arise.

Despite the most robust systems, users still experience issues from time to time. Failing hardware, misbehaving software, and those days where files vanish from your desktop are all set to aggravate and disrupt your day.

Jargon-Free IT Support

What makes Matrix staff unique, is that they are all technically qualified, but also have great personalities. This means your support issues will be fixed promptly, without the geek speak and technical jargon.

Our support systems are built on industry standard ITIL platforms and have been perfected over fifteen years. This ensures the correct flow of tickets and prioritisation of critical issues. Our staff are all trained to Microsoft level to ensure they understand the technology you are using.

We are an ISO 27001 & ISO 9001 accredited company, proving our systems adhere to internal standards and meaning you are in safe hands.

What is IT Support?

IT support comprises several different functions, so our technicians are much more than a technical person waiting for your call. Matrix define IT Support as:

Triage – All new tickets are triaged and assigned a priority based on their severity. Every issue is logged and ticketed, meaning once it is in our system, we can deliver a fix in an agreed time frame (SLA).

Tiered Support – We employ both Level 2 and level 3 engineers, providing a clear escalation path for tickets and ensuring the right people are working on the right tickets.

Proactive monitoring – Our monitoring systems sit in the background of your devices, diagnosing, alerting and auto fixing issues. For the issues the system cannot fix, a ticket is logged with an engineer.

Onsite engineers – From scheduled site maintenance to emergency site visits, we have a team of qualified engineers on standby.

Crisis management – Key management of issues, especially when they are business-critical, need careful management and direction. This ensures a faster fault diagnosis and return to system stability.

IT Support is More Than Your Workstation

Our support models cover, as standard, your computers, laptops, phone and BYOD devices. We also extend support to your network, manage your lines, and third party applications. We really are a one number, one invoice, one port of call company.

IT Support Services in Hampshire

Based in Fareham, Matrix IT provide extensive IT support services to businesses throughout Hampshire, including Chichester, Havant, Portsmouth, Southampton, Waterlooville, Winchester and the surrounding areas.

To discuss IT support for your business, please contact us by calling +44 1329 888 444 or email us. We look forward to hearing from you.