Managed IT Support

Your Charities & Non-Profits

Managed IT Support For Charities and Non Profits

The third sector is not like any other sector, and as such, the IT support that you need is very different. At Qlic, we understand the very tight budgets, multiple challenges and legislation surrounding the third sector.

At Qlic we believe that our managed IT support help-desk and consultancy services are the most important part of our relationship with your organisation. Qlic offers bespoke managed IT support and solutions for your charity requirements.

Our managed IT services for charity packages include dedicated account management, IT consultancy, facilities management, unlimited telephone/remote IT support, on-site support and pro-active network management. Cover is comprehensive and applies to each user; regardless of the number of devices that a user has or the type of fault. This includes hardware, software, servers, network infrastructure, cloud services, desktops, laptops, mobile devices, printers and peripherals.

Download Our Managed IT Support For Charities Brochure

Find out all about our IT Support at Qlic, download our free brochure below!

Meet Our Support Technicians

Chris Cooper

Technical Service Manager

Dan Green

Service Delivery Manager

Sam Crossman

Senior Service Desk Lead

Harmandeep Dhesi

Service Desk Technician

Connor Bateman

Service Desk Technician

Darren Briscoe

Service Desk Technician

Eddie Kwaa

Service Desk Technician

Eleonora Polei

Service Desk Technician

Hassam Nasir

Service Desk Engineer

James Farr

Facilities Management Technican

Conner Galloway

Service Desk Technician

Daniel McPherson

Service Desk Dispatcher

Service Desk Statistics

0 Seconds

Average Telephone Response Time

90 %

SLA Target
Hit

70 %

Incidents Resolved on Initial Contact

78 %

Incidents Resolved Without Escalation

0 %

Incident Tickets
Re-Opened

0 %

Incidents Escalated to On-Site Engineer Visit

Our Approach To Managed IT Support

Customer Focused

At Qlic, our emphasis is on customer service before IT jargon. Our recruitment process focuses on hiring personable staff with a love of IT – we feel this makes our IT helpdesk more approachable and encourages your users to develop good relationships and trust with our managed IT support service desk. Rather than having auto-attendants, receptionists or voicemail systems, the telephone number provided to our clients goes directly to our managed IT support team. You will speak directly to a dedicated engineer to immediately diagnose the fault and, where possible, resolve this without the need for a call back or further escalation.

Dedicated Account Management

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.

Service Delivery Success

At Qlic, we take pride in our high customer retention as we maintain great customer relationships with our long-standing clients. Our managed IT support teams’ ability to resolve faults quickly and with the least possible down-time for our clients. With a solution focused ethos built around efficiency and reliability our IT support team keep your systems running.

Transition Process

We aim to make your transition to our IT support service as smooth as possible. Once you provide us with all the details we do the hard work for you. It’s never been easier to make the switch.

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!

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.

Click on the icon to find out more about our Best Practice Analysis!

FULL SITE SURVEY & IT AUDIT

A full site survey of your IT hardware, software and services including consultation with yourselves and your staff. We detail your charity’s existing IT infrastructure and discuss any additional requirements and ongoing or outstanding problems. Our engineers will install our highly-secure remote management and monitoring tools, as well as our remote assistance services to allow us to quickly and easily provide support directly to your users’ devices. Whether you’re based in Kent or London, we’re on hand to help both small and large charities.

BEST PRACTICE ANALYSIS

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

Find out more about our Best Practice Analysis

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 industry-standard alerting, monitoring and reporting tools.

FACILITIES & UPDATE MANAGEMENT

All new, change and remove user requests are managed to ensure organisational compliance and detailed 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 and the frustration of being pushed between service providers – 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 managed IT 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.

Qlic Trusted By

"Our systems, installed by Qlic, work very well with very few problems but when we come across a need for help, the telephone helpline is brilliant. The guys are always ready to help when we need them and it's done quickly, efficiently and politely. For significant changes we receive a very personal service and they give us lots of help in defining the right solutions. Jobs are clearly costed and completed to time. As a self-funded charity we need a good price and we are very satisfied that we get just that. They have given us great service for around ten years now. We trust them to look after us and we have never been more relaxed about our IT because Qlic take all the hassle out of it for us."

John Rose

"We discovered Qlic at a charity training event, and have subsequently purchased both their IT Support package and their Website Design package. We have been extremely happy with the service we are receiving, it is fast, friendly, and in an organisation where we have very little technical knowledge, the support team explain things clearly and in a way we can understand, and sort problems out remotely for us. We are happy to recommend this service."

Pamela Forsyth

"We didn’t have a sophisticated database, so much of our work was paper based which became untenable as the organisation grew. We are now running a single point of access with over 2000 referrals in 10 months - this system helps us to keep track of every referral, allocate cases and allows us to communicate with other services via email very quickly."

Clair Ely

"We came across Pav and the team through their work helping the UK's charities with their IT needs. We were looking for a new display screen, laptop and cabling to replace our ageing song projection equipment and, what I thought was a bit of a long shot in asking them, turned out to be a good move. In addition to a considerable saving (very important to the voluntary sector) the prompt visit, quote, acceptance and installation process meant we were up and running in just over a week - that's a pretty impressive service! We're unveiling the new equipment this weekend and we think members are going to be wowed by the improvement they’ve given us. The after-sales service and support has been great too. I’d recommend Qlic to anyone."

Nick Day

"Qlic demonstrated that a full server solution was possible. They installed the new server, migrated all data and provided staff training on how to use the new system. They have given the organisation the necessary IT expertise which we badly needed at an affordable cost and respond quickly when we have issues or need advice."

Paula Owen

Managed IT Support FAQs

What is Managed IT support for charities?

Charities often have limited finds and need to use their time and resources smartly. Investing in internal IT can be a big burden financially – from finding the right people in a difficult employment market to paying a competitive salary. This is where managed IT support can be a great cost saving solution.

Charities that have a managed IT supplier benefit from handing over their day-to-day running of essential systems, as well as from having a professional IT team at hand to provide system update support whenever is needed. Managed IT support is a cheaper way of freeing up charity resources.

What services are included in managed IT support for charity organisations?

Different companies offer managed IT support services for charities. Services range from offering just one off consultations to managing the whole of your IT system. At QlicNFP we offer a wide range including: