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Tech support for Social, by Social

Our IT Support Service is designed to meet your needs and your budget.

Our Service Desk delivers remote and in person end-user technical support services direct to our customers, troubleshooting issues reported by them until the issue has been resolved or, if that is not achievable, escalating upward to relevant Vendors, or our NOC team for resolution as applicable.

The Service Desk is staffed by highly trained technical engineers. We focus on First Contact Resolution (FCR) and our aim is to get you up and running as quickly as possible, so you can continue doing the amazing work you do.


This service offers comprehensive support across Level 1, Level 2, and Level 3 Service Desk tiers to fully manage and support our customer’s diverse IT environments, including Microsoft, Apple, and Google platforms.

- **Level 1 Service Desk**: Our frontline support team handles basic customer issues such as password resets, software installation guidance, and troubleshooting common technical problems. They serve as the first point of contact for users, providing swift resolution or escalation as needed.

- **Level 2 Service Desk**: This intermediate support tier addresses more complex technical issues that require deeper expertise. Our Level 2 team is equipped to resolve incidents that cannot be managed by Level 1 support, including in-depth software and hardware troubleshooting, network connectivity problems, and advanced configuration tasks.

- **Level 3 Service Desk**: The highest level of support, our Level 3 team comprises senior engineers and IT specialists who tackle the most intricate and advanced technical challenges. They provide expert-level troubleshooting, perform detailed system analysis, and implement critical fixes. This team also collaborates closely with software and hardware vendors for resolving issues that require in-depth knowledge of the specific environment.


Our service desk is designed to ensure seamless operation and reliability of our customer’s IT infrastructure across Microsoft, Apple, and Google environments. By leveraging a multi-tiered support approach, we aim to enhance user experience, minimize downtime, and maintain optimal system performance.

What does Support-as-a-Service include?

Giving you the right support, at the right time. Helping you with the everyday issues and more complex problems.

Support-as-a-Service Levels

  • Microsoft Windows and Apple Mac workstations

    • Microsoft Windows
    • Mac OS X
    • Installing hardware drivers for Windows
    • Configuring internet and network connections
    • Troubleshooting and fixing error messages
    • Scanning and removing viruses, malware or spyware
    • Resolving printing, network connectivity and server printer issues
    • Access/restrictions to shared folders
    • Wi-fi client setup
    • Troubleshooting and configuring email clients
    • Microsoft Office Standard support
    • Office 365 support
    • Open Office support
    • Troubleshooting software and applications
    • Printer-related problems such as mapping, drivers and connectivity
    • Google Apps support
    • Browser support
  • Mobile Devices

    • Application support
    • Data synchronisation
    • Device activation and account setup
    • Device features and settings
    • ActiveSync/HotSync
    • Blackberry Enterprise Server
    • Software and app installation
    • Hardware troubleshooting