Managed IT support
from our trusted in-house team.
Our accreditations speak for themselves
Comprehensive managed IT support –
anytime, anywhere
In today’s fast-paced digital landscape, businesses need more than just reactive support – they need strategic, proactive IT support managed service that works around the clock. With hybrid working, evolving technologies and rising cyber threats, the demand for flexible, reliable IT support for businesses has never been greater.
At Doherty Associates, we deliver managed IT support and services that span the full spectrum of technical, security and end-user needs. Our ITIL-aligned team are designed to scale with your business – from supporting a single application to acting as your complete outsourced IT department.
With teams in London and Kuala Lumpur, we provide true 24/7 IT support for business, ensuring seamless coverage and exceptional service quality, day or night.
What sets our IT support services apart
We’re accessible
Our clients reach us via phone, email or the Doherty Support Centre app – installed on every device we manage. We build long-term relationships, becoming a trusted extension of your business. This is IT businesses support with a human touch.
We’re effective
Most issues are resolved remotely by our first-line engineers using best-in-class tools. Our escalation process ensures rapid resolution and continuous improvement – reducing future incidents and enhancing your IT set-up.
We’re business-orientated
Our monitoring team reviews every ticket with a business lens – prioritising based on impact and urgency. This ensures your support service IT is aligned with your operational goals.
We’re appreciated
With a client satisfaction score of 98.2% and industry-leading retention, our IT support services are trusted by organisations across sectors – including many who’ve been with us for over 30 years.
We look at people
We recruit based on technical ability and personal attributes. Every engineer completes our extensive onboarding programme, achieving Microsoft 365 Certified: Administrator Expert status as standard.
We go beyond the call
We always strive to go far beyond the target set out in our SLAs – delivering managed IT support with urgency, precision and care. Our ethos is built on keeping our promises and doing things properly, every time.
Our IT support services
End user support
We provide reliable and personable IT support for businesses across all devices and applications, wherever and whenever that support is needed. We consider both the health of your technology and the end user experience. Should a problem occur, we won’t simply address it in the here and now – we’ll also make it a priority to discover what is causing the issue, so we can resolve it upstream and prevent it reoccurring. We’re also happy to make on-site visits, such as for critical meetings or hardware replacements. This is managed IT support that puts people first.
Infrastructure and cloud support
We have the deep expertise required to deliver technical support across the full range of technology platforms, applications and IT services that our clients rely on. This includes platform support across Microsoft 365 and Microsoft Azure, as well as supporting cloud migration and remote management of any remaining onsite servers and networks. Our holistic view allows us to provide comprehensive IT support management services that align with your organisational goals and IT strategy.
Security support
Our first-line security personnel are highly trained to handle incidents efficiently. Our security incident response team have all completed the gruelling BTL1 exam, used to train advanced technical defenders in governments, financial institutions and settings where security is paramount. They are empowered to escalate to even more experienced colleagues when necessary. We are equipped with the very best security tools, which allow us to address and resolves incidents efficiently and thoroughly.
Proactive monitoring
We use industry-standard remote monitoring tools, with our experienced engineers analysing every alert for its potential impact. With our deep understanding of your organisation and its core services, we are equipped to make informed decisions and notify the appropriate contacts, so issues are often resolved before they cause disruption. With a mature and dedicated team, we excel in managing proactive alerts and addressing tickets with suitable priority.
Patch management
We deploy patches and updates to servers and endpoints using a comprehensive patch management tool, keeping your infrastructure secure in an ever-changing landscape. We collaborate with our clients to mitigate security risks, ensuring your systems are always up-to-date and protected against vulnerabilities, maintaining a robust IT environment. Our systematic approach to patch management reduces downtime and enhances overall security.
True 24/7 support
Our London and Kuala Lumpur teams have worked in harmony to deliver seamless 24/7 managed IT support for over 15 years, ensuring efficient handovers between UK office hours and out-of-hours operations. All engineers are onboarded into their roles with the same expectations, regardless of location. This ensures the same level of quality for clients, day or night, with our full suite of managed services fully joined up through a single, integrated ticketing system.
Frequently asked questions
- What are the key functions of an effective service desk?
- How does a service desk differ from a help desk?
- Why is 24/7 IT support essential for businesses?
- What is ITIL and how does it enhance service desk operations?
- What is incident management and why is it important?
- What are SLAs and why do they matter?
- What tools are essential for a high-quality service desk?
- What is proactive monitoring and how does it benefit businesses?
- How can a service desk enhance user satisfaction?
- What role does a service desk play in cybersecurity?
- How should a service desk support remote work?
- What are the essential skills for service desk staff?
Latest managed IT support insights
Ready to upgrade your IT support?
Whether you’re looking for fully managed IT support, co-managed services or a strategic partner to guide your IT journey, Doherty Associates is here to help. Please complete the form for a prompt response from our team.