End-user & devices
Laptops, desktops, mobiles and peripherals — setup, break-fix, and day-to-day help for everyone on the team.
- Onboarding
- Hardware
- Printing
All systems operational · Service Desk open
IT support for Onnec, handled end to end.
The dedicated service desk for Onnec people and sites — from a laptop that won't connect to the network behind a live project. One number, one inbox, one team that knows your estate.
<15m
Average time to first response
24/7
Cover for business-critical faults
98%
Tickets resolved within target
1
Team that knows your estate
What we support
Cover across the whole working environment
From the device in someone's hands to the infrastructure behind a site, the service desk looks after the technology Onnec teams rely on every day.
Network & connectivity
Wired and wireless networks, VPN and internet links kept stable across offices and project sites.
- Wi-Fi
- Switching
- VPN
Servers & infrastructure
On-premise and hosted servers, storage and backups — monitored, patched and recoverable.
- Backup
- Patching
- Monitoring
Cloud & Microsoft 365
Accounts, mailboxes, Teams, SharePoint and licensing managed so people can work from anywhere.
- Identity
- Licensing
Security & access
Antivirus, MFA, joiners and leavers, and fast response when something looks wrong.
- MFA
- Accounts
- Threats
Meeting rooms & AV
Conference rooms, displays and video kit checked and ready so meetings start on time.
- Video
- Displays
- Audio
Response targets
You'll always know what happens next
Every request is given a priority when it's logged. These are the targets the service desk works to — a clear answer on timing, every time.
| Priority | What it means | First response | Target resolution |
|---|---|---|---|
| P1 — Critical | A whole site or service is down, or work has stopped. e.g. office network outage, email down for a team |
15 min | 4 hrs |
| P2 — High | Significant impact to a group, with no workaround. e.g. shared drive inaccessible, meeting room AV failed |
30 min | 8 hrs |
| P3 — Standard | One person affected, or a workaround exists. e.g. software issue, slow device, access query |
2 hrs | 1 business day |
| P4 — Request | New kit, access or a planned change. e.g. new starter setup, software install, moves |
4 hrs | 3 business days |
Getting help
Three steps from problem to fixed
Tell us what's wrong
Call for anything urgent, or email help@onnecsupport.com and a ticket is raised automatically. Include your site and what you were doing.
We triage and update you
You get a ticket reference and a priority within minutes, so you know who's on it and when to expect the next update.
Fixed and confirmed
We resolve it remotely where we can, arrange on-site help where we can't, and close the ticket only once you're happy.
Contact the service desk
Something not working? Let's sort it.
Save these details somewhere handy. For anything that's stopping work, call — the line is answered 24/7 for critical faults.
PHONE
+44 (0)20 0000 0000
EMAIL
help@onnecsupport.com
HOURS
Mon–Fri 07:00–19:00 · 24/7 for P1