Rock IT specialises in IT support, troubleshooting our client’s problems and keeping their systems up and running. Our highly-skilled engineers are all degree educated in computing science disciplines and we pride ourselves in solving technical issues, however simple or complicated, as quickly as possible. Over the years we have built a reputation for providing first-class frontline support and backed by the major hardware and software supplier’s technical resources we usually find the answers we are looking for!

Our in-house call logging and management system allows each problem to be logged and dispatched to the support team where it is picked up and investigated. We aim to deal with incoming support calls within 1 hour but most often we are able to get to them in less time.

Extensive details are recorded about each support client’s system so that our engineers have all the information they will need to hand. Each support call goes through a number of stages, finally reaching the “closed” stage once it has been successfully resolved. Calls that are not yet closed are carefully monitored to ensure that we research the problem and follow up call-backs until the incident becomes “closed”.

Each call is logged so that your support time can be monitored and assessed at any time. This can be useful in highlighting particular computers that repeatedly have problems or in some cases where members of staff need additional training.

Our support services are broadly broken down into three categories: telephone, remote and on-site.