IT Support Services and Solutions

The right IT support for your business

Our comprehensive IT support for businesses based in the London and Milton Keynes area is designed to cover every aspect of your business technology.

From optimising the day-to-day running of your business to delivering the strategy to help you achieve your business goals, we specialise in IT support that meets your precise needs, allowing you to focus on what you do best.

Discover the benefits of a highly skilled IT team at the fraction of the cost of hiring your own. Our IT support services encompass:

Managed Services – we’ll handle the day-to-day operation of your technology, delivering high quality IT support that allows you to focus on turnover.
Workplace Solutions – from Office 365 to Windows 10 and enterprise mobility to wireless networking, we specialise in solutions to transform your business.
Business Infrastructure – we’ll ensure that your entire IT estate is streamlined, helping with cloud migration, data recovery and much more.
Cyber Security – with our comprehensive cyber security services, we’ll help protect your business from attack.
Virtual IT Director – discover top level IT strategic advice whenever you need it, ensuring your IT is always aligned with your business needs.
Consultancy – get the best technical advice tailored to your business needs, helping you streamline processes and increase productivity.
Connectivity and Telephony – with our consultative approach, we’ve got all your business communications and connectivity needs covered.

Discover how you would benefit from improved IT support by using our free IT infrastructure Assessment.

Managed services

Our fixed service-level agreements deliver high-quality IT support to bolster your core services - letting you focus on turnover instead of technology.

Whether you’re a big business or growing concern, we’ll tailor our Managed Service Agreements to suit your needs, taking on as much responsibility for your IT as you want.

We support businesses of all sizes, offering anything from start-up services and operational management through to strategic IT management.

Maintaining core services.
Keeping systems running.
Automatic updates, such as Windows updates and anti-virus definitions.
Security – protection against web infection plus Internet filtering management.
Support, 24/7.

We work with world-leading technology such as Microsoft (Gold Competency Partners), Dell EMC, Datto, and VMware - providing start-to-finish solutions at all levels.

Find out more about our managed IT services and speak to the team today.

How we will on-board you

Drawing on our collective expertise and skills, we have designed a Client Enablement Process to ensure you are provided with all of the information and guidance you will need throughout your relationship with Mirus. This is our standard approach to the service and also ensures that both parties have upfront and transparent access to key personnel involved and a template for ongoing client information and communications.

Service Team Established

Upon agreement of the scope of work identified in this proposal, key representatives across the Mirus Service Delivery function meet to commence the onboarding process, where a Lead Engineer will be assigned to the client account.

Welcome Documentation

Clients are supplied with their personalised Welcome Documents that detail the ticket logging process, key account personnel and escalation hierarchies to ensure all eventualities and scenarios that may occur during your IT support services are to hand. We also provide a simplified Ticket Logging Guide that can be shared among your colleagues for easy reference.

Onsite Client Enablement

Your Lead Engineer will be dispatched to spend time onsite to identify and document the current network status. This process will take a number of days (depending on the size of your business and infrastructure).

We have a standard process that guides the engineer through the ‘Enable’ process which includes creating a number of client specific documents and diagrams, such as a high level network overview, and usernames and passwords for all of the relevant equipment on the site(s)

From the Network Health Check that will have been undertaken on your infrastructure, we will also already have a task list for areas we want to examine or improve. This work will all be undertaken by the Lead Engineer whilst the Enable takes place.

Knowledge Database

Mirus utilises IT Glue as our Information Database and knowledge hub. Collected client information will be stored centrally and to ensure rapid access to relevant information without compromising security.

The Lead Engineer will present client documentation to Service Desk tiers so that there is a uniform understanding of the client information across teams and engineer tiers.

Service Review

Your Client Manager will schedule periodical Service Reviews (monthly or quarterly) with your team to check we are delivering against your expectations and work with you to understand the future direction of the company to ensure IT enables and supports these plans.

The Mirus Company Way – Our Superpower!

Using the knowledge we have gained supporting hundreds of organisations since 2002, we have developed a structured methodology around which we want our customer’s infrastructure to be configured. This approach allows us to minimise potential threats to your network thus maximising the uptime of your services – allowing you to focus on your core business activities. We call this ‘The Mirus Company Way’ and believe it’s a true differentiator between us and our competitors.

How is this delivered?

The approach we adopt happens every day in the background however we are now introducing an additional process which will include an audit completed by one of our Senior Engineers to ensure that your infrastructure aligns to the standards we have developed and therefore helps us to ensure we deliver you a stable solid business infrastructure.

The consultant will give you a call a few days before his visit to arrange a time to attend site and begin the audit process, this service is provided without charge as reducing the problems with your environment is core to what we as an organisation want to achieve.

Prior to the engineers visit it would be useful for you to make sure any outstanding tickets are logged with the Service Desk, this is to ensure they are already being worked on by the desk and the engineer can be left to focus on the audit process rather than getting pulled into new user tickets which could be addressed beforehand.

When the engineer arrives onsite he will introduce himself to you and ask if there are any areas you would like him to focus on as part of his audit. The next stage will be for the engineer to log into his audit tool and begin working through the questions which are appropriate to your environment, once he has reviewed all of the questions he will then review the technical documentation we have for your environment to ensure the Service Desk engineers have access to the most up to date documentation.

What are Managed Services?

A managed IT service is when a third party (known as a Managed Services Provider) takes over the management of your IT.

It’s a proactive service, which means we work to ensure your technology continues to tick over as it should. The solution is delivered through Managed Service Agreements, which means you can fix your costs and stick to regular billing cycles.

What should I expect?

At Mirus, we offer 24x5 support as standard in our managed service contracts. We also offer you:

An IT specialist looking after your IT infrastructure for you, managing your technology remotely with updates and security, and providing ongoing IT support – everything you need to keep your business systems running smoothly.

All-inclusive charges, from problem fixes, on-site or off-site, to new installations of laptops, workstations and other equipment.

Fixed service level agreements for your core services, ensuring system and business uptime. This gives your business financial certainty with predictable fixed monthly costs.

The ability to keep your systems running whilst you focus on core business functions.

Automation of the standard maintenance tasks, such as Windows updates and antivirus definitions, to ensure your systems are always updated and secure.

Easy access to expertise and future technology advice.

Flexibility and scalability so you can continue moving forward productively while staying ahead of the competition.

Additional option to have 24x7x365 support.

How is a Managed Service charged?

Generally, a Managed Service is charged on either a per user basis or based on the infrastructure that the client has i.e. volumes of servers, networking equipment and end user devices.

Can you work in partnership with an Internal IT Team?

Our relationships with our clients come in a number of forms where we work looking after certain areas of a client’s infrastructure.

This may be handling user support with the Internal Team managing the core infrastructure, or the opposite and we manage all ‘3rd Line’ tasks.

Is a Managed Service unlimited?

Most Managed Service agreements provide an unlimited remote Service Desk and Onsite services however this isn’t always the case so you need to have a careful examination of the small print to identify any additional charges.

Is it important to have an IT Roadmap/Strategy?

We think so! It’s important you understand the direction in which IT is travelling and that your provider understands how you are growing and changing as a business.

At the end of the day the relationship needs to be a partnership to achieve the best outcomes.

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