User Desktop & Device Support

Aspire are geared towards delivering a first time fix to keep your users productive and company moving.

User and desktop support is business critical. Organisations across the country rely on our RealCARE Server & User package to keep their desktop and devices functional and staff productive.

RealCARE Server & User is available either during standard office hours 8am-6pm Mon-Fri or 24/7.

Support is provided by our scalable, highly-trained UK-based team from our headquarters in Gateshead.

We currently resolve an average of 7000 tickets per month.

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“Good attention to detail and concern to get to bottom of the issue.”

- IT User Renewable Energy Company

Package includes:

End user digital workspace support:

Ensure your staff are productive by providing proactive support for their desktop and software.

IT Service Desk:

Access to 3 line support, including quick fix. Telephone & email support for IT issues, available during core business hours (8-6pm).

24/7 IT System Monitoring:

Available for supported products & devices. Tickets addressed during contracted hours, includes automated fixes.

Dedicated Service Management Team:

RealCARE customers are assigned a service account manager to work on strategic technology goals.

Customer Account Management Portal:

Read service reports, manage your incidents, requests and quotes via our easy to use online customer portal.

On Site Support:

RealCARE customers have access to our pool of field engineers who can resolve issues at your location if required.

Access to Emergency Loan Equipment:

If a remote fix is not possible RealCARE customers have access to stocked replacement technical hardware.

Live Service Reports:

Incident & KPI reporting, change & service requests, metrics.

Backup Monitoring:

Services delivered via Aspire’s bespoke, intelligent backup platform.

IT Moves, Adds and Changes (MACs):

General instruction and configuration changes.

Microsoft Updates:

To be configured with our automation platform as per your design.

Anti Virus Management*:

*Assumes Aspire Hosts Anti Virus solution.

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Why Aspire for IT Support?

World-class Net Promoter Score (NPS) of +82

Features unique ‘quick fix’ support team for first call resolution

24/7 services available to keep your business operational at all times

BI focus drives exceptional levels of service

Server & Infrastructure Support

24/7 server and system monitoring to ensure you stay online.

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Telephony & Voice Support

Available for your hosted, cloud or on-premise voice setup.