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Award Winning Managed IT Support

Shadowfax provides a flexible approach to delivering the right level of IT Support to suit our client's needs. Whether that's a fully outsourced IT Support function for organisations with little or no internal IT resources, or alternatively a cherry-picked collection of services to bolt-on to your organisation's in-house IT team. We are here to to fully support your specific needs.

Please see further details below around our IT Support offering. If you have a need you wish to discuss further please contact us.

Why Shadowfax?

Structured Helpdesk

We operate a structured, ITIL compliant, Support Helpdesk, which is manned only by certified engineers - no call loggers!
Truly support on-demand.

On-Target SLA

The priority of logged tickets are set by our clients - not by us. We are currently achieving 98% on our weekly monitored response, action & resolution SLA targets!

Link Together

Unlike most of our competitors, we take full ownership of our client's IT service issues. We believe in linking ourselves with third party vendors to streamline resolutions to active issues.

Proactive

Not just reactive. We're here to continually monitor, maintain and report on the health of client's systems. We don't just sit & wait to be told when something is wrong.
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The Support Plan

Your complete outsourced IT department.
We have the passion, experience and expertise to function as your complete first class outsourced IT department - servicing entire business networks from first line end-user support to IT strategy & planning. Our Support Plan services can include remote & on-site break/fix support for your hardware & software across PCs/Laptops, Servers and mobile devices.

Access to expert reactive & proactive support and monitoring, change management and consultancy services for an all-inclusive monthly fee. The IT's in safe hands.

Engineering Team
Our friendly, qualified & experienced team of engineers deliver our remote helpdesk services & on-site repairs / installations / maintenance.
Account Management
You will receive dedicated support from our account management team. From sales & consultancy to on-going strategy your account manager is on-hand to ensure your expectations are exceeded.
Remote Monitoring & Proactive Maintenance
We monitor the stability and activity of your systems 24/7 and deliver proactive maintenance in effort to increase performance, reliability & efficiency.
IT Foresight
From our quarterly reporting and our understanding of your systems we're able to deliver our 'Foresight' Plan, which is designed to help you understand where improvements could be made to your existing infrastructure and capture future industry developments that would be useful to your business.
Change Management
Unlike many of our competitors, we also support your user change management needs within your plan.
Helpdesk Support
Our helpdesk support team operates live for logging & supporting of tickets 24/7. Speak direct to an engineer who will start looking into your issues straight away - no robots!
On-Site Support
Our team of engineers also deliver break-fix support, maintenance and installation services on-site at a time convenient to you.
Ticket Management
We take full ownership of your support tickets. All tickets are logged and updated through our central system providing live feedback to end-users on their reported cases. From your tickets and our monitoring we deliver quarterly reporting & advice on your systems performance and our service level.
On-Boarding
We operate a thorough on-boarding process that enables us to fully understand all of your hardware/software & systems in place, while getting to know the members of your team.

Case Studies

Aspöck
Aspöck
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Derrick Wade Waters
Derrick Wade Waters
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Pope Woodhead
Pope Woodhead
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Scottish Legal Aid
Scottish Legal Aid
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Baileys Horse Feeds
Baileys Horse Feeds
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Insight Associates
Insight Associates
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Ultrasound Diagnostics Services
Ultrasound Diagnostics Services
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C A Blackwell
C A Blackwell
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Our Expertise

Microsoft

We're experts all things Microsoft - across Windows Desktop operating systems, Windows Server and Microsoft Cloud services. Our engineers are trained & certified to Microsoft standards.

Apple

Have Apple Macs on your network too? No problem. We have the expertise to look after solo Mac networks or integrated mix of Windows & Mac machines.

Networking

We don't just look after the end-user devices, but the whole infrastructure. Our engineers are certified to Cisco standards in enterprise networking.

Cloud

We're up on all things cloud. We work with the latest cutting-edge technologies to not only deploy new cloud services for clients, but continually maintain & support them too.

Bolt-On Support

Your bolt-on support department assisting where you require us.
A bolt-on service from Shadowfax delivers your organisation with specifically the IT support services or managed products you require, nothing more. This service is designed perfectly around those businesses that already have internal IT resources already in place, but require specific expertise, products or services to fill a gap. Flexibility is key - whether you require us for a short-term project, mid-term cover for internal personnel or as an ongoing long-term relationship we can meet your demands.

You have peace of mind that we're here whenever you need us as your cost effective, experienced supplementary IT department. Please contact us today to discuss your requirements however large or small & we'll tailor a service meeting your needs.

Engineering Team
Our friendly, qualified & experienced team of engineers can easily bolt-on alongside your internal IT team to deliver a unified IT department for your business.
Account Management
You will receive dedicated support from our account management team. From sales & consultancy to on-going strategy your account manager is on-hand to ensure your expectations are exceeded.
Remote Monitoring & Proactive Maintenance
We monitor the stability and activity of your systems 24/7 and deliver proactive maintenance in effort to increase performance, reliability & efficiency.
Projects
Alongside our programme of support services we're able to deliver ad-hoc consultancy, installation and maintenance engineering services for a multitude of deployments or upgrades across your IT & telecoms networks.
Change Managment
We also provide consultancy, project planning & engineering labour toward change management projects. Our team is experienced in undertaking services involving both 'front-of-house' tasks with end users and 'back office' tasks with infrastructure.
Helpdesk Support
Providing you with options to deliver your required level of first to third line support calls & remote support for end-user or server/specialist tickets.
On-Site Support
Access to engineers of varying skills sets & experience working on projects or support as an extension of your internal team.
Ticket Management & Reporting
Providing complete transparency & detail on the services we bolt-on. Accurate detailed reporting on our the ticketing and technical monitoring services delivered on a schedule to suit your requirements.
Asset Management
We operate a thorough monitoring & asset management system that allows us to offer consultancy & direction on the health and performance of your assets.