Since the foundation of ICE Support Ltd in 2007, theICEway has successfully delivered IT support for clients around the world. Today we take a deeper look into this aspect of our overall offering with IT Manager Kevin Sturdy. Sturdy has worked with ICE since the very beginning and has a fantastic knowledge of technology in general.
We work with organisations here in the UK and abroad on everything from technology consultancy to web hosting. It is very much a full service offering that we deliver. Our people work really hard to ensure that everything runs smoothly with whatever we are responsible for and more, actually.
In my experience, yes. We have been based in Welwyn Garden City since the company was formed. We’ve been lucky enough to win awards and to have become a leading provider of IT support in the UK during that time. We have managed to win international clients in sectors including the cruise industry. That has allowed us to open offices in the US and around the world. I believe all of that has happened because everyone puts in so much effort.
Our people I think. As I mentioned before, we have expanded massively since I joined but with a tremendous retention rate where staff are concerned. So we have a core team that have worked together for years. We then also have many others from all over the world. People from the US and Europe, people based in Australia. These people give us added dimensions and huge experience.
Yes I do. We always keep the values in mind whatever we are working on. The other values are integrity and innovation. We work really hard to make sure that they shine through. It is not just about having IT expertise, you need something more, a goal, an objective that is shared by the whole team. Our value set gives us that and luckily, as I said before, we have great people at every level of the organisation.
We can tailor our IT support for any client and we make sure that we understand their business from the start. We’ll look at their resources and we’ll often then analyse their systems or infrastructure. Some clients want us to do everything for them, so having a clear picture of their overall set-up is crucial in that situation.
I think some of the key services we provide revolve around our service desk and then also with monitoring. We have a hugely experienced service desk which is based here in the UK. The team has worked together for many years and they have built up an excellent rapport. Not just between themselves but also with our clients, I might add.
Nowadays a lot of companies have remote workers but that is something we have always had. It goes without saying that ours are set up in exactly the right way from a security perspective. That is actually an important point to remember when you are giving staff remote access. So we have people based around the world supporting our service desk team and bringing different perspectives into the mix.
All of our service desk engineers are dedicated towards achieving rapid response times. The aim is to be efficient and effective because we guarantee competitive availability uptime. It doesn’t matter what time of day it is, when that call comes in we have to be able to field it in a timely manner. Our clients deserve to have the best support we can offer them and that is one of the reasons we adopted a “follow-the-sun” methodology in the first place. Having people provide the 24/7 IT support from their own daytime time zone makes all our staff highly effective.
Our clients can rest assured that we are there for them, backing them up if they need it. With their internal resources then freed up, they can focus on other areas.
I mentioned it before, but I really think that our monitoring services are vital too – certainly to the clients I speak with. Knowing that there are people on the service desk ready to field issues at any time is definitely a huge positive. But knowing that we’re monitoring everything, that they will have the minimum of downtime, that is something that breeds confidence. That is fully backed up by our N+1 Geographically Diverse Data Centre redundancy as well, which offers the highest levels of security. Then when you consider the technology partners we work with and have worked with – Microsoft, Oracle, AWS, Google Cloud, Hewlett Packard, the list goes on – and you can see why people know about us.
To some it used to be a 4-letter word (!) but outsourcing is consistently gaining more traction. Not all organisations have access to vast in-house resources. Those that do are beginning to find out just how costly it is to maintain. Here then are a few reasons you may want to consider outsourcing your IT:
- Control costs (i.e., only pay for work that is done)If you require IT Support then don’t hesitate to get in touch. You may not get through to Kevin but our other team members are more than able to help!
Visit our main IT Support page for more information.