End user support

Transform your user experience with amazing end user support

Our mantra is to reimagine everyday and deliver the best possible experience to our customers and their end users at every touchpoint.

Your people deserve an amazing user experience

Cloud Business’ end user support analysts are an extension of your IT team.

They resolve IT issues, minimise disruption and boost user adoption. They are the 1st line of support when an end user faces a problem with software, applications, hardware or networking.

Our end user support analysts have extensive experience and technical knowledge. Their expertise enables them to solve technical issues quickly and efficiently.

Working to robust SLAs, our 1st line analysts aim to resolve all tickets at first contact. We do more than triage IT issues, log tickets and refer to knowledge bases. We resolve IT problems and action requests.

Our end user support services enables your business to minimise downtime, increase productivity and enhance end user experience.

Extend your team with our end user support services

Many organisations use internal IT teams to handle 1st line end user support tickets. However, it can be challenging and expensive to provide sufficient coverage to maintain productivity levels and minimise disruption caused by IT incidents to end users.

Internal IT teams find they must put other tasks on hold, taking them away from project work and their core roles.

Outsourcing end user support is a better and more efficient way to provide an amazing user experience, minimise downtime, boost technology adoption and increase productivity.

How much does outsourcing end user support cost?

Complete the form below for a quote.

Our end user support services

Primary service desk team

We allocate a primary team to each of our customers so they really get to know you, your user community and your technology environment. We aim to deliver an amazing user experience and personable service to you and your user community.

Experienced & knowledgable technical analysts

1st line analysts have an in depth knowledge of popular productivity suites like Microsoft 365, Google Workspace and Apple iWork. They also provide 1st line support for many commonly used business tools and applications. If they support your SaaS solution, they undergo extensive training, so they have a comprehensive understanding of your platform too.

Flexible & scalable services

Managed services ensure we always have enough analysts available to support your end users. We operate a flexible model that scales with demand. We also offer multilingual IT support for organisations with employees or customers around the world.

24/7/365 coverage

We operate a 24/7/365 service desk for those customers who need core hours, extended hours, overnight or weekends and public holidays. Analysts are available to resolve 1st line tickets and action requests round the clock, so your end users can get on with what they need to do.

Adding value

Our on boarding process includes the creation of a comprehensive knowledge base to reduce resolution times and improve the user experience. Tickets are logged in our ITSM system, or yours, and documented in incident knowledge databases.

Multiple support channels

End users can contact us for support in multiple ways. Tickets and requests can be logged via a branded self-service portal. You can call your primary service team directly during core business using a dedicated support number. Or log tickets via email, chat bots or instant messaging. We are happy to use your ITSM tool or you can use ours.

Focus on service improvements

Our Service Management Team and Team Leads have a focus on continuous service improvement. We are always looking for ways to make your service more efficient and cost effective; and to improve the user experience.

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Cloud Business Limited
8 North Street

08456 808538

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Registered Company in England and Wales 06798438
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