Our Helpdesk

Based in Canal Street, Nottingham our help desk is 100% staffed by Microsoft qualified and experienced support engineers.
Our helpdesk management system is designed to capture your support request and track the incident from start to finish, with guaranteed response times, escalation for high priority “server down” incidents, through to reporting any necessary training needs for businesses or individuals.

Our initial audit of your system provides our helpdesk with all the relevant information on your network, its configuration, security procedures and your IT administrator or employee contact details. On logging an incident, either over the phone or via email, we are able to track and assign the incident to the most relevant engineer who has accreditations and knowledge to deal with your query.

Priority is given to each incident, such as Severe, Priority 1, “Server Down” support through to “training required” incidents.

Our escalation procedures ensures even the toughest of support queries receive a timely answer. Being a Microsoft Gold Partner, we have unrivalled access to Microsoft’s own technical engineering resources. On the rare occasion, and they are rare, that a PhillipsTaylorBrown engineer cannot fix a problem we can escalate the issue to Microsoft to receive a high level fix from them.

Our helpdesk is available to all. Support contract customers receive free access whilst there is a standard charge to cover non contracted clients who choose to use our helpdesk on an ad-hoc basis.

PhillipsTaylorBrown are committed to providing a high quality IT helpdesk as the bedrock to out IT service. This commitment to quality is portrayed through our ISO 9001 quality management process, constantly reviewed by our dedicated quality manager.