What is IT Infrastructure Support?
Guardian Support by Nexus offers tailored IT infrastructure support to complement your internal IT team so they can get on with your day to day IT Support.
Here’s what sets our service apart:
Your Trusted Partner
Every year we’re externally audited to ISO 27001 for information security. We feel this is the best way to embed a security culture into our organisation, and prove it. This rubs off onto every service we provide for you.
Also, as a Cyber Essentials Plus certified provider, we pride ourselves on adhering to the highest standards in cybersecurity. This certification not only ensures our own systems are secure but also guarantees that our clients benefit from best practices in protecting their data and infrastructure. By partnering with Nexus, you gain access to enterprise-grade security measures that help safeguard your business from cyber threats, boost compliance with industry standards, and provide peace of mind.
Read our blog post on the business case for managed IT services.
The Benefits of Nexus Managed IT Services
Fixed Costs
With a fixed per user/per server pricing model, scaling your business is made easy and clear from the start.
Planning & Strategy
Following an initial in-depth system audit, an IT strategy plan is compiled for every client, outlining when and why investment is required, reducing unexpected costs.
Pro-active Monitoring
Your systems and servers are monitored 24/7 to ensure, where possible, issues are caught ahead of time.
Service Desk
Staffed with Microsoft Certified Professionals (MCPs) ready to assist you by phone, email or in person, with a focus on first-call resolution.
Cyber Security
Industry-leading security products, deployed by experts, ensuring you get the best solution for your business.
Microsoft 365 Expertise
Work with our leading Microsoft experts to get the most from your Microsoft 365 licences or Microsoft Azure solution.
Nothing Should Come as a Surprise.
Working in partnership with Nexus gives you much more than the average. As part of our managed IT services, we provide our clients with a full IT forecast for the duration of the relationship. This means that, where possible, all costs in relation to your IT function will be clearly predicted and presented to you, allowing for clarity when budgeting far into the future.
We’ll report back to you periodically, summarising IT faults, tickets and service performance. It’s a great chance to check and revise your IT strategy and forecasts.
What’s Included in
Managed Infrastructure Support?
- Unlimited 3rd line service desk access
- Infrastructure event monitoring & remediation
- Incident management
- Third-party liaison service
- Access to customer portal
- Dedicated account management
- On-site support
- Patch management
- Preventative maintenance
- Regular vulnerability scans
- Backup & replication systems management
- Infrastructure firmware updates
- Monthly reporting
- Transparent strategic planning & forecasting
Partner with Nexus for a proactive, strategic approach to IT infrastructure support that’s designed to grow alongside your business.
An IT Partnership That Grows with You
It Starts with a Chat and a Proposal
Every successful partnership starts with a conversation. We’ll meet to understand your specific IT requirements and ensure we’re the right fit for your business. From there, we’ll provide a detailed proposal outlining how our Guardian Support service can enhance your IT infrastructure and help achieve your goals.
Laying the Foundations
On day one, we’ll deploy advanced remote monitoring and control agents across your IT infrastructure. These tools enable us to proactively maintain your systems, generate insightful reports, and offer actionable recommendations during regular joint reviews—ensuring your IT remains secure and efficient.
Built for the Long Term
Our managed service contracts are built on long-term relationships. We focus on stabilising and optimising your systems early in the contract, reducing downtime and providing peace of mind. The less that goes wrong, the smoother your operations—and that’s exactly how we like it.
Our Premium Service Desk
Our service desk is available Mon-Fri 8am-6pm. An outside-business-hours option is available for critical faults.
The service desk will respond to your emails and direct calls, as well as faults we’ve detected though our monitoring telemetry.
We aim to fix as many faults as possible on first contact, with escalation to our more experienced second-line and time-served third-line engineers, as necessary.
Not just response times but fix times are on targets, too.
We make a huge, regular investment in staff training, so we can really support what we sell. You get access to our large pool of generalist and specialist knowledge, without the big time and cost overheads you’d have with training your in-house staff.
We’ll Be the Middle-Man
Nobody likes being the go-between.
As standard, we’ll deal with your suppliers and vendors, solving your IT problems directly with them.
If you thought dropped packets was just something your post room did, don’t worry, we’ll raise that with your internet line provider and get that telephony ticket sorted.
Vulnerability Scanning
In addition to our managed cyber security, Nexus now offers external vulnerability scanning as part of managed IT services. Vulnerability scanning is a technology that scans your business’s connections to the internet and detects potential weaknesses which may leave you exposed to cyber-attacks.
If you’re in any doubt about the value this adds, read a blog post on what our engineers have discovered.
Highly-Rated IT Support
How are we doing?
1st Response
Service request 1st response within target
Resolved
Service requests resolved within target
Satisfaction
% of service users clicking the happy face on ticket survey
Data from Q3 2024
A Flexible Approach to Managed IT Services
Core to our managed IT services is offering you a flexible approach. Whether you want our experts to handle your entire IT infrastructure or work with us to create a bespoke solution from our full spectrum of expertly delivered services, we’ll ensure you receive a managed service solution that works best for you, meaning you’ll have more time to make sure your business is running smoothly.
You can combine this service with Nexus’s other services around security, Microsoft 365 and so on, all supported by the same service delivery team.
