Our Approach to Managed IT Support for Charities

At Premier Charity Solutions, we believe that our managed support helpdesk and consultancy services are the most important part of our partnership with your charity. Our customers (including Age UK, Mencap and The FSI) share that opinion.

Whether large or small, your charity relies on your IT infrastructure to carry out the work you do. Faced with tight budgets that make wasted time more costly than ever, it is essential to choose a provider with a proven track record in the third sector and a good understanding of the needs and struggles of your organisation. That's why we pride ourselves on having an industry leading IT support and consultancy services tailored to the charity sector. 

Our recruitment process focuses on hiring personable staff with a passion for IT – making our helpdesk more approachable and encouraging your users to develop relationships and trust with our service desk. Rather than having auto-attendants, receptionists or voicemail systems, the telephone number provided to our clients goes directly to our support team.

Your Dedicated Account Manager has previously worked on our helpdesk and projects teams, giving them a unique insight into the support, planning and implementation of your charity's IT systems. Their focus is to reduce your reliance on the helpdesk services by assessing and developing the systems your staff use, leading to improved reliability and efficiency.

We work hard to build an IT partnership with our charities, rather than just a support arrangement.

comprehensive site survey & IT audit

We carry out a full site survey of your IT hardware, software and services, including a consultation with yourselves and your staff. We detail your charity’s existing IT infrastructure and discuss any additional requirements and ongoing / outstanding problems.

Best practice analysis

Once we have collated all of the information from the site survey of your charity, your dedicated account manager will contact you to arrange your Best Practice Analysis. This is a detailed document providing information on any areas of concern with your existing system as well as information on security, compliance and business continuity. We also specify any upcoming renewals or out-of-date solutions and provide information on forthcoming technologies and services that may benefit your charity.

Pro-active real time monitoring

Pro-active real-time monitoring and reporting enables us to detect and resolve many support issues before they impact your charity. We monitor every server, device and cloud service using a multitude of alerting, monitoring and reporting tools.

facilities & update management

All new, change and remove user requests are managed to ensure organisational compliance and identified to provide change tracking and reporting. This also includes software update control, data backup, restoration, server maintenance (automated as well as manual) and administration.

third party software & hardware vendor support

Where authorised, we will liaise with all your third-party hardware, software, telecommunications and cloud service providers on your behalf. This gives you one point of contact for all IT related issues and requests, saving your staff time, as well as the frustration of being pushed between service providers – and allowing us to have a full audit trail for all services and supplier requests.

Dedicated account management

Your dedicated account manager will contact you periodically to arrange a meeting or a call to discuss various aspects of your agreement, including feedback on our support team, a review of your ticket and service history, any noted areas of concern, completed / upcoming projects and any future requirements or new technologies.

Having trouble with your IT?

Transition process

  1. Site Survey & IT Infrastructure Audit A full site survey of your IT hardware, software and services including consultation with yourselves and your staff. We detail your existing IT infrastructure and discuss any additional requirements and ongoing / outstanding problems; please collate as much information as possible prior to the survey.
  2. Support: Online! That’s it! No problem too big or too small, start calling our team today! Following the site survey, we will have everything we need to start providing you with a fully managed helpdesk!
  3. Remaining Information Requested from Suppliers Just like switching your gas or electricity we do all of the hard work, contacting previous IT suppliers and 3rd party vendors, requesting information, detailing equipment, obtaining password etc. and all you have to do is to continue doing what you do best; running your organisation! Concerned your previous supplier’s wont hand everything over in a timely manner? Don’t be, we will liaise with your previous supplier directly and in the event they don’t provide the information requested, your dedicated project lead will reset any outstanding passwords and re-configure any equipment, software or services!
  4. Best Practice Analysis Once we have collated all of your information following your site survey, your dedicated account manager will contact you to arrange your Best Practice Analysis. This is a detailed document providing information on any areas of concern with your existing system, notification of any upcoming renewals or out-of-date solutions, as well as information on forthcoming technologies and services that may benefit your organisation.
  5. Regular Account Review Meetings & Consultancy Our account manager will contact you periodically to arrange a meeting or a call to discuss various aspects of your agreement, including feedback on our support team, a review of your ticket and service history, any noted areas of concern, completed / upcoming projects and any future requirements or new technologies

Service Desk Statistics

  • Average Telephone Response Time: 8 Seconds
  • % SLA Target Hit: 99.6%
  • % Incidents Resolved on Initial Contact: 76%
  • % Incidents Resolved Without Escalation: 84%
  • % Incident Tickets Re-Opened: 2.1%
  • % Incidents Escalated to On-Site Engineer Visit: 0.3%

Our Partners