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IT Support

Worktools supports people, using technology

We provide a refreshingly new approach to IT Support. We don't just fix problems, we help plan and manage your technology estate so that all your costs are predictable. No hidden surprises. We specialise in Apple and Microsoft devices with added cloud management expertise to boot. If you recognise any of the IT Support lifecycle challenges below, then please get in touch to see if we can help.

IT Support Challenges facing SMEs


Hardware, Software & Firmware Issues

New devices, software, and updates can cause issues that interrupt work.  

Monitoring if it's safe to update is a mammoth task - but it's what we do.

Software conflicts

Some software can't run when other software programs are installed, but what if you need to use both?  We deploy the tools that ensure you will always have access to the software you need. 

Data recovery

Damaged devices can often hold the only copy of sensitive or important data. We can help recovering data that may otherwise be lost. 

Website & Server issues often go unnoticed

Every week numerous vulnerabilities are discovered that affect systems used by millions of websites around the globe. 

Checking to see if you're protected can often be difficult, but we make sure that you are.

Limited ability to support mobile devices

Many software applications have inherent compatibility or security issues that impair their running natively on mobile devices. 

This can negatively impact your employees’ ability to work when away from the office. Our service makes sure that employees’ mobile devices can run every program your business needs for its successful operation. 

Poor software performance is often never resolved

We believe you should be able to log an issue within minutes and have immediate access to an audit trail that detail the action taken

Reducing Capital Expenditure

A large IT team requires significant investment in both salaries and equipment. Companies often look to IT first when trying to cut costs, which in the long term can impair overall performance, especially as today’s employees want easy, collaborative work options that require up-to-date devices. Our tax efficient leasing and support plans ensure your company always has the latest technology backed up by expert IT support.

Enabling effective Team Working

Today’s employees want easy collaborative working options, but these pose security risks. 

We have developed systems that will allow your employees to safely collaborate whenever and wherever they need to. 


Maintenance can conflict with users’ working patterns

No business would want its employees to experience a major windows update at 9am on a Monday morning. 

Ensuring updates and security patches are performed is critical. We ensure that necessary maintenance is performed with intruding on employees. 

Mobile and remote workers are often difficult to support

Some legacy systems, like intranets, were designed before laptops & phones were in widespread use. 

How you support remote workers, and how they get the support they need can often be a resource drain. 

Best endeavours support with foggy accountability

When knowledgeable people are nominated as the office IT go-to person, on top of their other responsibilities, structure and policy is often ignored. 

This can mean that when things go wrong it is often difficult to determine a cause and take appropriate action to prevent a repeat of the incident in the future. As a result, issues can accumulate until critical systems and the whole company is affected. 

Growing backlog of issues

Maintaining IT systems and resolving issues is often considered a lower priority than other, seemingly more revenue related business functions. 

However, nothing can negatively affect revenue as much as when critical systems and consequently the whole company is affected. 

Dedicated specialists increase staff costs

Hiring permanent employees to fulfil IT functions will incur a significant increase in admin and fixed costs. It also creates logistics issues, such as what happens when the IT person is on holiday or has taken ill?

Outsourcing your IT removes all logistical issues whilst delivering expert, immediate support at competitive prices. 

Self-Service support can be inefficient

If your primary interest isn't IT, then figuring out what's going wrong can be very hard.

Handing over to an experienced IT professional removes the issues from the user & allows for faster resolution. 

Single points of expertise

A single point of expertise becomes a single point of failure when they're away or unavailable and should be avoided.


Inaccurate or missing documentation

A poor knowledge base leads people down the wrong track, meaning they waste time & resources. 

Employee turnover leads to loss of critical information

Workflows become inefficient when information isn’t stored in easily accessible locations. This can frustrate employees’ attempts to collaborate. But investing in scalable system architecture is very expensive. A private, outsourced cloud network with dedicated IT support permits businesses to set fixed budgets and avoid unexpected and costly surprises.

Support staff knowledge lags behind the speed of technology adoption

New technology is often underutilised due to a lack of knowledge on how to make the most of its functionality. We can provide the support and training to ensure your employees are up to speed on the capabilities of your tech.

Lack of resources to support BYOD

Employers today often encourage their employees to bring their own devices to work (BYOD). This practice encourages uninterrupted work habits and greater efficiencies. However, without seamless integration of employee’s devices with their companies’ legacy systems the potential for enhanced functionality will be lost.

Missing IT Support Management Info

Are you fixing the symptoms or the causes of an issue? And can you accurately map the data of an issue? 

Predicting IT costs

Every business wants fixed and stable costs. By outsourcing your IT requirements, you can achieve this and avoid unexpected demands on your budget.



Step 1: Preventative maintenance means fixing root causes early before users experience the symptoms

  • Apple MacOS Management

  • Microsoft Windows Management

  • iOS & Android Management

  • Server Management

  • Network Management

  • AWS, Azure & Google Cloud Platform Management

  • Internet Access Management

  • Peripheral Management

  • BYOD Management

  • AdWords Management 

  • Office 365 & GSuite Management

  • Domain Management

  • Other SaaS Management


Step 2: Triage important issues for immediate action whilst bundling lower priority niggles to a time that suits

  • IT Helpdesk

  • Remote Access issue resolution

  • On-Premises issue resolution

  • Network Operations Centre

  • Service Level Agreements

  • 24x7 real-time device health reporting

  • Disaster & Data recovery services

  • Asset Discovery & Management

  • Out of Hours issue resolution


Step 3: Identify systemic issues that keep causing problems and lower the burden for Steps 1 and 2

  • Hardware Upgrades

  • Hardware Leasing

  • Software Licensing

  • Software and Firmware upgrades

  • Quarterly IT Checkup

  • Ticket Analysis to identify repeating issues

  • Professional documentation of your IT Estate

  • Supplement your existing IT staff 

  • User feedback & surveys

  • Application usage reporting

  • Onboarding and offboarding for your staff

  • 03330 508 805


How can we help you?

Get in touch with us today and we will do our best to answer any questions you may have.