IT support in London, remote and on site
When something stops working, people need an answer, not a ticket number.
Logic Networks provides IT support to organisations across London and the rest of the UK. The team that answers the phone is the team that knows your setup, so you are not explaining your environment from the beginning every time you call.
The large majority of problems are solved remotely, often while the person is still on the call. When a fault needs hands on the hardware, we come to you.
Support is available as a monthly plan or by the hour. Neither arrangement changes who picks up the work: the same small group of engineers, who have seen your systems before.
The test of a support desk is not how fast it answers. It is how often the same problem comes back.
We record the cause of repeat issues and fix the cause, which is why the volume of requests usually falls after the first few months.
- One point of contact for devices, accounts, email and network
- Remote first, on site when the fault needs it
- Monthly plan or pay as you go, with no change of engineer
- Plain notes after every job, so your team learns the system too
What IT support includes
Five pieces of work, covered under one arrangement.
Most requests fall into the first group. The rest exist so that nothing is left without an owner when a device fails, a server needs attention or a new person starts on Monday morning.
Remote IT support services
Fixed while the user watches.
Our remote IT support services cover the day to day work of keeping people productive. You contact us by phone, by email or through the support portal. We connect securely to the machine with the user present, resolve the issue and explain what happened.
Nothing runs on your devices out of sight. The user sees the session, can see what is being changed and can end it at any point.
The requests we handle remotely most often are email and Microsoft 365 faults, account lockouts and password resets, multi factor authentication problems, printing, file access and permissions, software installation, slow machines and device configuration for new starters.
On-site support when it is needed
Some faults cannot be fixed down a wire.
We visit for hardware failures, network and cabling problems, new office setups, server work and anything a user cannot reasonably be asked to do themselves.
We cover London for reactive visits and travel further across the UK for planned work such as an office move, a server replacement or a refresh of every machine in a team.
A visit is booked with a scope, so your team knows what will be done and what will still be outstanding when the engineer leaves.
Devices and hardware
From the first day to the last.
We support the equipment as well as the software. That covers desktops and laptops, mobile devices, printers and peripherals.
We can source and configure replacement hardware, or work alongside the supplier you already use. New machines arrive set up with your applications, your accounts and your security settings, rather than as an empty box for somebody in the office to work out.
When a device reaches the end of its life we handle the replacement and the wipe, so company data does not leave the building on an old hard disk.
Servers, networks and business applications
The parts nobody sees until they stop.
Servers, switches, Wi-Fi, firewalls and remote access all sit behind the work your people do, and all of them generate support requests when they are left unattended.
We monitor the parts we are responsible for, apply updates in a planned window rather than in the middle of the working day, and keep a record of how your network is put together.
We also support the business applications your team relies on, including the ones supplied by a third party. Where a fault belongs to the software vendor, we raise it and follow it up, instead of handing the case back to your staff.
Support for hybrid and remote teams
The same service at the kitchen table.
People who work away from the office raise a different set of requests: home broadband, virtual private network access, shared files that will not open, video calls that drop, and devices that were never enrolled properly in the first place.
We set up remote access so that it can be supported, which means a device we can reach, an identity we can verify and a route into your files that does not depend on one person remembering a password.
The person at home gets the same response as the person at a desk in the office.
How it works
Three arrangements, one team behind all of them.
The difference between them is how you would like to pay and how much of the environment you want to hand over. It is not a difference in who answers or how quickly the work is picked up.
If you are not sure which one fits, tell us how many users and devices you have and how support works for you today. We will say which arrangement we would put forward and why.
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A monthly support plan
An agreed number of users and devices, agreed response times and a fixed monthly cost. Best for organisations that want a predictable budget and a team that already knows them.
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Pay as you go
Support charged by the hour, with no contract. Useful when you have occasional needs, or an internal person who only needs backup now and then.
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Full managed IT
The whole environment handed over, including monitoring, updates, licensing and planning. See managed IT services.
Who it is for
We work with organisations from a handful of users to multi site teams. What they have in common is that technology is not their main business, and that somebody in the office has been holding it together without being asked to.
The sector matters, because the rules, the budgets and the busy periods are different in each of them.
- Businesses that have outgrown one person fixing things between other jobs
- Charities and non profits that need value defended line by line
- Education organisations with staff, students and term time deadlines
- Organisations with staff split between an office and home
- Teams with an internal IT person who needs cover and a second opinion
What we need from you
Good support is not something that happens to an organisation. It needs three things from your side.
None of them takes long, and all of them save time later. Where you do not have something ready, we can put it together with you during the first few weeks.
A named contact
One person who can approve new users, new hardware and anything that costs money. It keeps decisions moving and stops requests waiting on an inbox nobody owns.
Access we can use
Administrative access to the systems we are asked to support, held properly rather than shared in a message. If nobody knows where the passwords are, that is the first job.
An honest list
What you have, who uses it and what is already broken. An incomplete list is fine. We would rather start from the truth than from a document written two years ago.
What we usually find in the first month
The first weeks of a new support arrangement are mostly discovery. These are the issues that come up most often, and they are worth knowing about before somebody tells you.
- Accounts still active for people who left the organisation
- Administrator rights handed out to ordinary users years ago
- Backups that run but have never been restored from
- One machine that everything quietly depends on
- Licences being paid for twice, or for nobody
- A firewall or switch that has not had an update since it was installed
Our steps for working together
Support only feels calm when the process behind it is boring. This is what happens from the moment somebody raises a request, and what happens when you first move your support to us.
- You raise the request By phone, by email or through the portal. A phone call is best when nobody can work at all.
- It is logged and given a priority The request gets a reference, so it can be followed up by somebody other than the person who took it.
- An engineer picks it up Somebody who can see your environment, rather than somebody reading a script for the first time.
- It is fixed or escalated Most work ends here. When it cannot, it moves to a senior engineer with the notes already written.
- You get an explanation In plain words, including what was changed and whether it can happen again.
- The cause is recorded Repeat issues are reviewed, because the same fault three times is a design problem, not a support problem.
How we set priorities
Not every request can be first, so the order is agreed in advance rather than argued about on the day. A whole organisation unable to work comes before a team, a team comes before one person, and one person unable to work comes before a request for something new. A question that is not urgent is still answered, and we will tell you when.
Moving your support to us
- A conversation What you have, what breaks, and what you want to stop worrying about.
- A review of the environment Devices, accounts, network, backup and licensing, written up as it actually is.
- A plan with costs What we would put right first, what can wait, and what it comes to each month.
- Handover Access collected, documentation written, your current provider dealt with by us where you would rather not.
- The first month Higher request volume than normal while the backlog clears, then a review of what is left.
What good support looks like
You should be able to tell whether support is working without reading a report. Requests are answered by somebody who knows your name. The same fault does not come back a third time. Your team knows how to raise a request and does not avoid doing it. Costs are predictable, and when they change you are told before the invoice arrives.
Security is part of support, not a separate product
Accounts, devices, updates and backups are handled by the same people who answer the phone, because that is where most incidents begin. Support covers patching, multi factor authentication, account joiners and leavers, and device encryption. Where you need more than that, including monitoring, testing and awareness training for staff, see cybersecurity.
Related services
IT support sits next to the rest of the work we do. Most organisations start with support and add the next piece once the day to day has settled down.
You do not have to take more than one. It is simply cheaper and quicker when the same team already knows how your systems fit together.
- Managed IT and outsourced IT for the whole environment, not only the requests
- Microsoft 365 for email, files, Teams and licensing
- Cybersecurity for protection beyond patching and passwords
- Cloud services for moving servers and files off the premises
- Networks and infrastructure for cabling, Wi-Fi and firewalls
Articles and news on IT support
Practical notes on support, devices and Microsoft 365, written for the person who has to explain them to a board.
What to check before you change IT support provider
Changing provider is mostly an exercise in getting your own access back. This is the list to work through before you give notice.
Read the articleMonthly IT support plan or pay as you go: how to choose
The two ways of buying IT support suit different organisations. Here is how to work out which one fits, using numbers you already have.
Read the articleTalk to us about IT support
Tell us how support works for you today and where it falls down. We will tell you what we would change, and what it would cost, before you commit to anything.
No obligation, and no sales call unless you ask for one.