IT Support That Actually Solves Problems Fast
Unlimited helpdesk support for London businesses. Expert technicians, rapid response times, and solutions that work—not workarounds.
Tired of IT Issues Disrupting Your Business?
Slow Response Times
You submit a ticket and wait... and wait. Hours or days pass before anyone looks at your problem. Meanwhile, your team can't work.
"Have You Tried Turning It Off and On Again?"
Generic troubleshooting that wastes time. You need experts who diagnose accurately the first time.
Passed Between Technicians
Explain your problem to one person, then another, then another. No one takes ownership of your issue.
Expensive Per-Incident Charges
Every ticket costs money. You hesitate to report problems, letting small issues become big ones.
No Proactive Prevention
Your IT support only reacts to problems. No one's watching for issues before they impact you.
Technical Jargon
Explanations you don't understand. You just want your technology to work—not a computer science lesson.
Your IT support shouldn't be another source of stress. You deserve fast, friendly, expert help that gets you back to work quickly. That's exactly what we deliver.
Comprehensive IT Support When You Need It
From unlimited helpdesk support to proactive monitoring, we've got every aspect of your IT covered.
Unlimited Help Desk Support
- Unlimited support tickets—no per-incident charges
- Multiple contact methods: phone, email, portal, chat
- Support for all business applications
- Remote and on-site support available
- User account and password management
- Software installation and configuration
Remote IT Support
- Secure remote desktop access to fix issues
- Average resolution time: 30 minutes
- Screen sharing for user guidance
- File and data recovery assistance
- Software updates and patches
- Virus and malware removal
On-Site IT Support
- Local London-based technicians
- Hardware repairs and replacements
- Network equipment installation
- Workstation setup and deployment
- Server maintenance and repairs
- Cabling and infrastructure work
24/7 Emergency Support
- Round-the-clock emergency hotline
- Critical issue response within 15 minutes
- Server down, network outage coverage
- After-hours support for urgent issues
- Weekend and holiday coverage
- Emergency on-site dispatch available
Proactive Monitoring & Maintenance
- 24/7 network and server monitoring
- Automated alerts for potential issues
- Preventive maintenance schedules
- Security patch management
- Performance optimization
- Fix problems before they affect you
Email & Communication Support
- Email client setup and configuration
- Microsoft 365 / Google Workspace support
- Spam filtering and management
- Mobile device email setup
- Distribution list management
- Calendar and contact synchronization
Software Application Support
- Microsoft Office / Microsoft 365
- Accounting software (Xero, QuickBooks, Sage)
- CRM systems (Salesforce, HubSpot, etc.)
- Line-of-business applications
- Communication tools (Teams, Slack, Zoom)
- Industry-specific software
Hardware Support
- Desktop and laptop troubleshooting
- Hardware procurement recommendations
- Installation and configuration
- Warranty management
- Asset tracking
- End-of-life planning and replacement
Network & Connectivity Support
- Wi-Fi troubleshooting
- Internet connectivity issues
- VPN access and configuration
- Network printer connectivity
- Slow network performance diagnosis
- Router and firewall support
Mobile Device Support
- Smartphone setup and configuration
- Mobile email and calendar sync
- App installation and troubleshooting
- BYOD (Bring Your Own Device) support
- Mobile security
- Lost or stolen device assistance
User Onboarding & Offboarding
- New employee IT setup
- User account creation
- Hardware provisioning
- Training and orientation
- Departing employee access removal
- Data backup and transfer
IT Documentation & Knowledge Base
- Network documentation maintenance
- Password vault management
- IT procedures and policies
- User guides and tutorials
- Quick reference guides
- Internal knowledge base
How We Deliver Fast, Effective IT Support
Our proven 5-step process ensures your issues are resolved quickly and properly.
You Contact Us (Multiple Ways)
- Phone: Direct line to technicians (not voicemail)
- Email: support@blueicon-it.com
- Support Portal: Submit and track tickets 24/7
- Live Chat: Instant connection to support team
We Understand Your Issue
- Experienced technician takes ownership
- No 'tier 1' screening—you get real help immediately
- We ask the right questions to diagnose quickly
- Issue documented and prioritized
We Solve It
- Remote fix attempted first (fastest resolution)
- On-site visit scheduled if needed
- Real-time updates throughout
- No workarounds—we fix it properly
We Prevent Recurrence
- Document the issue and solution
- Identify if similar problems exist elsewhere
- Recommend preventive measures
- Update monitoring if applicable
We Follow Up
- Satisfaction survey after ticket closure
- Confirmation issue hasn't returned
- Quarterly service reviews
- Continuous improvement
Our Response Time Commitments
Clear SLAs backed by service credits. You'll always know when to expect help.
| Priority Level | Definition | Response Time |
|---|---|---|
| Critical | Complete business stoppage, server down, network outage, security breach | 2 hours |
| High | Major functionality impaired, multiple users affected, significant business impact | 4 hours |
| Medium | Single user unable to work, moderate business impact | 8 hours |
| Low | Minor issue, minimal impact, questions, requests | 1 business day |
Performance Guarantees
If We Miss Our SLA: Service credit applied to next month's invoice. Escalation to senior management. Root cause analysis and corrective action. Your satisfaction is guaranteed.
The Right Support Method for Each Issue
We always try remote support first—it's faster and more efficient. On-site visits are scheduled when physical presence is truly needed.
Best For
- Software issues and troubleshooting
- Configuration changes
- User guidance and training
- Performance issues
- Email and application problems
- Security updates and patches
- File recovery and data access
- Password resets and access issues
Advantages
- Fastest response (immediate to 30 mins)
- Lower cost (included in all plans)
- Technician can work on multiple systems
- Screen recording for training/documentation
- No travel time or delay
Our Approach: We always try remote support first—it's faster and more efficient. If we determine on-site presence is needed, we'll schedule it immediately. Many issues that traditionally required on-site visits can now be resolved remotely, saving you time and money.
Choose Your IT Support Level
Transparent pricing with no hidden fees. All plans include onboarding and training.
Business Hours
Small businesses (5-20 users)
- Unlimited support tickets
- Business hours (9am-6pm, Mon-Fri)
- Phone, email, and portal support
- Remote support included
- 2-8 hour response times (by priority)
- Monthly monitoring and maintenance
- On-site support (charged per visit)
- Knowledge base access
- 24/7 emergency support
- Dedicated support team
Business Premium
Growing businesses (20-50 users)
- Everything in Business Hours +
- Extended hours (8am-8pm, Mon-Fri)
- Weekend monitoring
- 15 min - 4 hour response times
- Priority ticket queue
- Quarterly on-site visits included
- After-hours emergency hotline
- Proactive system alerts
- Dedicated support team
- Quarterly business reviews
Enterprise
Established businesses (50+ users)
- Everything in Business Premium +
- 24/7/365 emergency support
- 15 minute critical response time
- Unlimited on-site support visits
- Dedicated account manager
- Named senior technician assigned
- Custom SLA available
- After-hours planned maintenance
- Monthly strategic IT meetings
- White-glove service
30-Day Money-Back Guarantee
Not satisfied in the first 30 days? We'll refund your money, no questions asked.
What Makes Our Helpdesk Different
You Always Reach a Real Technician
No phone trees, no tier-1 script readers, no transfers to multiple departments. You speak directly to an experienced technician who can actually solve your problem.
We Own Your Problem Until It's Solved
One technician takes ownership of your ticket from start to finish. No 'passing the buck' or explaining your issue multiple times.
Proactive, Not Just Reactive
We monitor your systems 24/7 and fix 90% of issues before you ever notice. Disk space running low? Patch needed? Service failing? We handle it automatically.
Actual Expertise, Not Google Searches
Our technicians average 10+ years of experience and hold industry certifications (Microsoft, CompTIA, Cisco). They've seen it before and know how to fix it.
Fast Response, Faster Resolution
We don't just respond quickly—we solve quickly. Time is money, and we respect yours. Our average resolution time is 45 minutes for standard issues.
Local London-Based Team
Our technicians are based in London, understand UK business culture, work in your timezone, and can be on-site quickly when needed.
What We Fix Every Day
From simple password resets to complex network issues—we handle it all.
Computer & Device Issues
- Slow computer performance
- Computer won't start or boot
- Blue screen of death (BSOD)
- Application crashes and freezes
- Virus and malware infections
- Hardware failures
- Driver issues
- Software installation problems
Email & Communication
- Email not sending or receiving
- Email password forgotten
- Outlook errors and issues
- Spam and phishing emails
- Mobile device email setup
- Calendar and meeting issues
- Teams/Zoom connectivity
- Distribution list problems
Network & Internet
- Internet connection problems
- Wi-Fi not working
- Slow internet speeds
- VPN connection failures
- Cannot access shared drives
- Network printer issues
- Security concerns
- Website access issues
Account & Access
- Forgotten passwords
- Account locked out
- Can't log into computer/system
- File/folder permission issues
- New user setup
- Software license issues
- Two-factor authentication
- Access requests
File & Data Issues
- Accidentally deleted file recovery
- Can't find or access file
- File won't open or is corrupted
- Need to share large files
- Data backup and restore
- File synchronization problems
- Storage space full
- Cloud storage issues
Printer & Peripherals
- Printer not printing
- Printer offline or not found
- Print queue stuck
- Scanner not working
- External hard drive issues
- Monitor display problems
- Keyboard/mouse issues
- Webcam and microphone problems
Don't see your issue listed? We handle all IT problems—this is just a sample. Contact us with any IT concern.
Specialized IT Support for Your Industry
We understand the unique IT needs and compliance requirements of different sectors.
Financial Services & Fintech
- Trading platform support
- FCA compliance awareness
- High-availability requirements
- Rapid response for trading floor issues
Legal Firms
- Legal software support (case management, billing)
- Document management systems
- Client confidentiality understanding
- SRA compliance awareness
Healthcare & Medical
- Practice management software
- Electronic health records support
- NHS DSPT compliance
- Telemedicine platform support
Professional Services
- Project management tools
- CRM systems support
- Video conferencing and remote work
- Mobile workforce support
Startups & Tech Companies
- Developer tool support
- Cloud platform assistance
- Rapid user onboarding/offboarding
- Agile and flexible support approach
Creative & Marketing Agencies
- Adobe Creative Cloud support
- Large file handling and transfer
- High-performance workstation support
- Asset management systems
Real Support Experiences from London Businesses
Architecture Firm
32 UsersBefore
Break-fix support with per-incident charges
- Average response time: 6 hours
- Frequent recurring problems
- No after-hours support
- Annual IT support costs: £28,000
After
Unlimited support, fixed monthly cost
- Response time: 45 minutes average
- Proactive monitoring prevents 90% of issues
- Emergency support available 24/7
- Annual cost: £18,500 (34% savings)
"We spent more time managing our IT support than they spent managing our IT. Now technology just works, and when it doesn't, it's fixed in minutes not hours."
Investment Firm
18 UsersBefore
Critical incident handling
- Email server crashed at 7am before market open
- Trading team unable to communicate
- Previous IT support didn't answer until 10am
After
Our response
- Call received at 7:12am
- Issue diagnosed by 7:25am
- Email restored by 7:48am
- Zero trading revenue lost
"When seconds cost thousands of pounds, you need IT support that actually answers. They saved us an estimated £200K in lost trading time."
Legal Practice
45 UsersBefore
Complex legal software challenges
- High ticket volume: 8-12 per day
- Frequent partner frustration with IT
- Previous support lacked legal industry knowledge
After
Our solution
- Ticket volume reduced to 5/day (40% reduction)
- Average ticket resolution: 35 minutes
- Staff trained on common issues
- Zero client deadlines missed due to IT
"For the first time, our IT support understands our business and our software. They speak our language, and technology is no longer an obstacle."
Should You Hire Internal IT or Outsource?
An honest comparison to help you make the right decision for your business.
| Factor | Internal IT Hire | Outsourced IT Support (Us) |
|---|---|---|
| Annual Cost | £35K-55K salary + benefits + taxes | £10K-25K for typical SMB |
| Coverage | Single person, limited hours, no backup | Team of specialists, always covered |
| Expertise Breadth | One person's knowledge | Team with varied certifications |
| Response Time | When available (holidays, sick days) | Guaranteed SLA response times |
| Scalability | Must hire additional staff | Scales instantly with growth |
| Risk | Single point of failure | Redundancy built-in |
| Best For | 100+ employees, specialized needs | Most SMBs (5-100 employees) |
Hybrid Approach
Many of our clients combine internal IT leadership (IT Manager/Director) with our outsourced support team. Best of both worlds: strategic oversight with operational excellence.
IT Support Frequently Asked Questions
About Our Service
Response & Pricing
Getting Started
Free IT Support Resources
IT Support Best Practices Guide
Learn how to get faster support and resolve common issues yourself.
PDF DownloadCommon IT Troubleshooting
Video tutorials for the most frequent IT issues.
Video SeriesSecurity Awareness Guide
Protect yourself and your business from cyber threats.
PDF DownloadNew Employee IT Checklist
Everything needed to set up new team members.
TemplateReady for IT Support That Actually Works?
Stop tolerating slow, frustrating IT support. Join 150+ London businesses with IT that just works.
What You'll Get
- Response in minutes, not hours
- Real technicians, not script readers
- Unlimited support, no per-ticket charges
- Proactive monitoring included
- London-based team
- 30-day satisfaction guarantee
- Fixed, predictable monthly cost