We specialise in providing IT support services to small and medium sized companies who rely heavily on their IT infrastructure to manage their business. With Wizard managing your IT systems you can get on with running your business safe in the knowledge that your systems are being maintained.

Our IT services can be tailored to meet your specific requirements and cover all your IT eventualities. We can work with you to perform a full review of your business and help assess what specific services would provide the maximum benefit to your organisation

24/7 Service Desk

Wizard operate from 08:00 to 17:30 Monday to Sunday and 24 x 7 access by arrangement. We offer customers a single point of contact for computer services nationwide and we can provide any solution or requirement by a customer looking to outsource IT services.

Onsite Support

Wizard will resolve a large majority of issues remotely due to our remote assistance software and our out of band access to all critical systems onsite but we know that a face on site is sometimes required and often preferred so our engineers can attend site on short notice or we can arrange scheduled maintenance days.

Remote Support

Wizard use TeamViewer (here) as our preferred remote assistance software as its flexible, secure and its heavily integrated into our core systems which make it highly efficient for us and our customers.

Wizard use several different remote access tools and methods depending on the customers setup but user remote support is generally completed via TeamViewer.

Scheduled Maintenance

Wizard are very proactive and one of the simplest ways of keeping the network and infrastructure healthy is by having regular maintenance weekends.

Wizard would normally suggest we do these at a quarterly interval as a minimum but for systems that are exposed to the internet or business critical we can arrange other maintenance plans to suit to limit.

Account Management

Account management is very important to Wizard and you will be assigned a technical resource as your account manager. Wizard do not employ dedicated staff to look after our clients as they are generally not technical and our clients tend to prefer a dedicated technical resource be assigned to you for discussing day to day business. Every customer is also assigned a second senior consultant/project manager that will oversee and maintain the core infrastructure and be the point of contact for escalations and projects.

Realtime Monitoring

Wizard use a few selected monitoring tools along side our own in house developed sensors to monitor your network. Wizard use these tools and sensors in order to be as proactive as possible as we will be made aware of a problem via email or phone call depending on the severity of the alarm and we can log the ticket and start resolving before you are even aware. Some of our custom sensors can even detect a suspected failure or unusual behaviour so we can investigate and resolve before it becomes an issue.

Warranty & Asset Management

Wizard as part of our service and internal systems will start tagging and logging hardware and software onto our asset directory so we can keep track of every item. Wizard do this by attaching a security “Wizard Tag” to every device or “soft tag” for software or other small peripherals and those details are all logged on our internal Helpdesk software.

All warranty information is also stored along with associated product and we are alerted for items were warranty is due to expire. We can also produce custom reports for anything you wish to know for insurance or other purposes.

Fixed Cost Payment Plan

Because managing IT spend can be a challenge, at Wizard we have a Fixed Cost Payment Plan to help you ensure predictability and consistency of your budgeting process, thus enabling you to manage your IT spend more easily.

This approach ensures you have the security of knowing exactly how much spend you will incur each month, whilst still providing you with full access to all our resources and skills.

How does it work?

We work with each client to estimate the amount of support that may be required by your business, based on a number of factors, including, but not exclusive to, number of staff, PC’s , servers, remote workers and locations.

Based on this information a service level will be agreed and a monthly figure to meet this will be calculated.

Why select a Fixed Cost Payment Plan?

For some companies the ability to fix a monthly fee for more accurate budgeting is more important than having the flexibility of no contract. The Fixed Cost Payment Plan is available on a 12 month contract with quarterly reviews.

Who has access to the support service?

Access is determined by yourselves as to who you wish to be able to use which service.

What costs are involved?

All services undertaken within core hours are included in the monthly charges. Unless agreed as part of your contract out of hours support is not included and will be charged separately.

What if some months I require more support than others?

The monthly fee is fixed and calculated on our estimates of your business requirements and the service levels you require. All support services contracted will be provided as and when required every month. There is no maximum cap, so if you use more support one month than the other there will be no additional costs. At the end of the 12 month contract we will review your account and agree an appropriate level of spend for the following year.

What happens if you cancel?

This service is based on a 12 month contract payable in monthly instalments via standing order. As part of this, we hold quarterly service reviews with you, so in the unlikely circumstances that you no longer wish to use our services, a quarter’s notice can be given during the reviews. We would use this notice period to work with you to ensure a smooth transition with minimum impact to your business.

What activities are covered by the Fixed Cost Payment Plan?

Helpdesk

Standard helpdesk hours are from 8.30am to 5.30pm weekdays. Extended hours are available should they be required, outside of the standard service level agreement. The helpdesk is staffed by a range of different skill sets including your Technical Account Manager. The average age of our helpdesk staff is 31, demonstrating that we only employ qualified engineers and not inexpensive trainees. Our helpdesk staff are qualified to assist verbally or remotely depending on the type of problem.

Depending on the type / severity of the problem a call may be escalated to an onsite visit. This is determined by discussion between the engineer and the customer.

Emergency Call-out Support

If a business critical emergency occurs you need a guaranteed and rapid response. Our engineers are trained to deal with any emergency. We can normally provide an engineer to you within the hour depending on your location / nearest engineer.

User Assistance

These days most of your employees rely on their computers to carry out their daily jobs. With more and more software at their disposal often questions arise and need answering. How do I? Why does this happen when I? What do I do when? Wizard have extensive experience in most office software solutions and are also a Microsoft certified partner, so we are confident that we can help your user’s with all their questions and queries.

Server Performance Checks

Servers are complex pieces of kit. No matter how well they are monitored, they need to have a regular service to undergo routine maintenance and to identify issues that may lead to future problems. We perform manual checks on a regular basis to ensure that your servers are running at peak performance and to spot the early signs of potential issues before they impact on your business. In addition we ensure that your firmware and drivers are up to date, as well as any operating system updates. This service provides you with the peace of mind that

Maintenance Days

Support is as much about prevention as it is about responding to your reactive IT requirements. As such we have maintenance days which are regularly scheduled visits where we discuss the IT issues you have recently encountered, run maintenance checks on your infrastructure, and review how your business is performing against your business objectives. As your business objectives and priorities change over time it also gives us the opportunity to spend some face to face time with you, understand your corporate goals, discuss proactive approaches and answer any questions that you may have. We will review your business needs and agree with you a frequency that meets your business requirements.

Onsite Support

Sometimes problems need to be resolved onsite. Our experienced field engineers will come to your premises and resolve your problems in a professional and effi cient manner, working alongside you as if they were part of your own team. Support to all sites is included in the service.

However, for onsite support to any offices outside of London and the Home Counties, travel expenses will be incurred.

Desktop / Laptop Performance Checks

With regular usage, most PC’s experience a gradual reduction in performance over a period of time and so, in order to ensure they operate at optimum levels, we recommend a regular performance check. This ensures that the operating system and software packages are up to date, hardware devices are updated, temporary files are removed and antivirus and malware/spyware scans are checked for accuracy.

Remote Support

Using remote support software, we are able to connect to your PC’s, Servers, Apple Macs, Printers and other Network devices to assist with any issues you may have. This also enables us to access your equipment out of hours without needing to attend site.

How does it work?

  • You purchase a ‘support block’ in advance
  • You draw upon your support block as and when required – like a virtual bank balance
  • A minimum balance is agreed with you and set in advance
  • As soon as the balance gets to this level, we invoice you for another block

How do you determine how much a support block will cost?

  • We work with each client to estimate an approximate annual spend, and then divide this into quarterly amounts.
  • In some circumstances, for ease of budgeting monthly, standing orders with 6 monthly reviews can be arranged.

How does spend get authorised?

  • This is determined by you and the way you would prefer to work.

Who has access to the support service?

  • Access is determined by yourselves as to who you wish to be able to use which service.

What happens if you cancel?

  • In the unlikely circumstances that you no longer wish to use our services, any outstanding balance will be returned to you with a final report on usage plus full documentation of your systems. We would also recommend a face to face handover in this situation to ensure a smooth transition with minimum impact to your business.

Why buy support blocks?

  • There is no annual tie in or contract
  • You are still provided with a contractual service level agreement
  • You only pay for the support you use

How do I know what I have spent?

  • On a monthly basis our exceptional database application allows us to supply you with full details of everything you have spent on your IT services, what actions were taken, how long it took, who was involved and what the outcome was.
  • At any point in time you can access our detailed reports showing exactly how much has been spent and on what.

What activities are covered by the support block?

Helpdesk

Standard helpdesk hours are from 8.30am to 5.30pm weekdays. Extended hours are available should they be required, outside of the standard service level agreement. The helpdesk is staffed by a range of different skill sets including your Technical Account Manager. The average age of our helpdesk staff is 31, demonstrating that we only employ qualified engineers and not inexpensive trainees. Our helpdesk staff are qualified to assist verbally or remotely depending on the type of problem.

Depending on the type / severity of the problem a call may be escalated to an onsite visit. This is determined by discussion between the engineer and the customer.

Emergency Call-out Support

If a business critical emergency occurs you need a guaranteed and rapid response. Our engineers are trained to deal with any emergency. We can normally provide an engineer to you within the hour depending on your location / nearest engineer.

User Assistance

These days most of your employees rely on their computers to carry out their daily jobs. With more and more software at their disposal often questions arise and need answering. How do I? Why does this happen when I? What do I do when? Wizard have extensive experience in most office software solutions and are also a Microsoft certified partner, so we are confident that we can help your user’s with all their questions and queries.

Server Performance Checks

Servers are complex pieces of kit. No matter how well they are monitored, they need to have a regular service to undergo routine maintenance and to identify issues that may lead to future problems. We perform manual checks on a regular basis to ensure
that your servers are running at peak performance and to spot the early signs of potential issues before they impact on your business. In addition we ensure that your firmware and drivers are up to date, as well as any operating system updates. This service provides you with the peace of mind that

Maintenance Days

Support is as much about prevention as it is about responding to your reactive IT requirements. As such we have maintenance days which are regularly scheduled visits where we discuss the IT issues you have recently encountered, run maintenance checks on your infrastructure, and review how your business is performing against your business objectives. As your business objectives and priorities change over time it also gives us the opportunity to spend some face to face time with you, understand your corporate goals, discuss proactive approaches and answer any questions that you may have. We will review your business needs and agree with you a frequency that meets your business requirements.

Onsite Support

Sometimes problems need to be resolved onsite. Our experienced field engineers will come to your premises and resolve your problems in a professional and effi cient manner, working alongside you as if they were part of your own team. Support to all sites is included in the service.

However, for onsite support to any offices outside of London and the Home Counties, travel expenses will be incurred.

Desktop / Laptop Performance Checks

With regular usage, most PC’s experience a gradual reduction in performance over a period of time and so, in order to ensure they operate at optimum levels, we recommend a regular performance check. This ensures that the operating system and software packages are up to date, hardware devices are updated, temporary files are removed and antivirus and malware/spyware scans are checked for accuracy.

Remote Support

Using remote support software, we are able to connect to your PC’s, Servers, Apple Macs, Printers and other Network devices to assist with any issues you may have. This also enables us to access your equipment out of hours without needing to attend site.

Fixed Cost (Contract)

Fixed Cost Payment Plan

Because managing IT spend can be a challenge, at Wizard we have a Fixed Cost Payment Plan to help you ensure predictability and consistency of your budgeting process, thus enabling you to manage your IT spend more easily.

This approach ensures you have the security of knowing exactly how much spend you will incur each month, whilst still providing you with full access to all our resources and skills.

How does it work?

We work with each client to estimate the amount of support that may be required by your business, based on a number of factors, including, but not exclusive to, number of staff, PC’s , servers, remote workers and locations.

Based on this information a service level will be agreed and a monthly figure to meet this will be calculated.

Why select a Fixed Cost Payment Plan?

For some companies the ability to fix a monthly fee for more accurate budgeting is more important than having the flexibility of no contract. The Fixed Cost Payment Plan is available on a 12 month contract with quarterly reviews.

Who has access to the support service?

Access is determined by yourselves as to who you wish to be able to use which service.

What costs are involved?

All services undertaken within core hours are included in the monthly charges. Unless agreed as part of your contract out of hours support is not included and will be charged separately.

What if some months I require more support than others?

The monthly fee is fixed and calculated on our estimates of your business requirements and the service levels you require. All support services contracted will be provided as and when required every month. There is no maximum cap, so if you use more support one month than the other there will be no additional costs. At the end of the 12 month contract we will review your account and agree an appropriate level of spend for the following year.

What happens if you cancel?

This service is based on a 12 month contract payable in monthly instalments via standing order. As part of this, we hold quarterly service reviews with you, so in the unlikely circumstances that you no longer wish to use our services, a quarter’s notice can be given during the reviews. We would use this notice period to work with you to ensure a smooth transition with minimum impact to your business.

What activities are covered by the Fixed Cost Payment Plan?

Helpdesk

Standard helpdesk hours are from 8.30am to 5.30pm weekdays. Extended hours are available should they be required, outside of the standard service level agreement. The helpdesk is staffed by a range of different skill sets including your Technical Account Manager. The average age of our helpdesk staff is 31, demonstrating that we only employ qualified engineers and not inexpensive trainees. Our helpdesk staff are qualified to assist verbally or remotely depending on the type of problem.

Depending on the type / severity of the problem a call may be escalated to an onsite visit. This is determined by discussion between the engineer and the customer.

Emergency Call-out Support

If a business critical emergency occurs you need a guaranteed and rapid response. Our engineers are trained to deal with any emergency. We can normally provide an engineer to you within the hour depending on your location / nearest engineer.

User Assistance

These days most of your employees rely on their computers to carry out their daily jobs. With more and more software at their disposal often questions arise and need answering. How do I? Why does this happen when I? What do I do when? Wizard have extensive experience in most office software solutions and are also a Microsoft certified partner, so we are confident that we can help your user’s with all their questions and queries.

Server Performance Checks

Servers are complex pieces of kit. No matter how well they are monitored, they need to have a regular service to undergo routine maintenance and to identify issues that may lead to future problems. We perform manual checks on a regular basis to ensure that your servers are running at peak performance and to spot the early signs of potential issues before they impact on your business. In addition we ensure that your firmware and drivers are up to date, as well as any operating system updates. This service provides you with the peace of mind that

Maintenance Days

Support is as much about prevention as it is about responding to your reactive IT requirements. As such we have maintenance days which are regularly scheduled visits where we discuss the IT issues you have recently encountered, run maintenance checks on your infrastructure, and review how your business is performing against your business objectives. As your business objectives and priorities change over time it also gives us the opportunity to spend some face to face time with you, understand your corporate goals, discuss proactive approaches and answer any questions that you may have. We will review your business needs and agree with you a frequency that meets your business requirements.

Onsite Support

Sometimes problems need to be resolved onsite. Our experienced field engineers will come to your premises and resolve your problems in a professional and effi cient manner, working alongside you as if they were part of your own team. Support to all sites is included in the service.

However, for onsite support to any offices outside of London and the Home Counties, travel expenses will be incurred.

Desktop / Laptop Performance Checks

With regular usage, most PC’s experience a gradual reduction in performance over a period of time and so, in order to ensure they operate at optimum levels, we recommend a regular performance check. This ensures that the operating system and software packages are up to date, hardware devices are updated, temporary files are removed and antivirus and malware/spyware scans are checked for accuracy.

Remote Support

Using remote support software, we are able to connect to your PC’s, Servers, Apple Macs, Printers and other Network devices to assist with any issues you may have. This also enables us to access your equipment out of hours without needing to attend site.

Pay As You Go

How does it work?

  • You purchase a ‘support block’ in advance
  • You draw upon your support block as and when required – like a virtual bank balance
  • A minimum balance is agreed with you and set in advance
  • As soon as the balance gets to this level, we invoice you for another block

How do you determine how much a support block will cost?

  • We work with each client to estimate an approximate annual spend, and then divide this into quarterly amounts.
  • In some circumstances, for ease of budgeting monthly, standing orders with 6 monthly reviews can be arranged.

How does spend get authorised?

  • This is determined by you and the way you would prefer to work.

Who has access to the support service?

  • Access is determined by yourselves as to who you wish to be able to use which service.

What happens if you cancel?

  • In the unlikely circumstances that you no longer wish to use our services, any outstanding balance will be returned to you with a final report on usage plus full documentation of your systems. We would also recommend a face to face handover in this situation to ensure a smooth transition with minimum impact to your business.

Why buy support blocks?

  • There is no annual tie in or contract
  • You are still provided with a contractual service level agreement
  • You only pay for the support you use

How do I know what I have spent?

  • On a monthly basis our exceptional database application allows us to supply you with full details of everything you have spent on your IT services, what actions were taken, how long it took, who was involved and what the outcome was.
  • At any point in time you can access our detailed reports showing exactly how much has been spent and on what.

What activities are covered by the support block?

Helpdesk

Standard helpdesk hours are from 8.30am to 5.30pm weekdays. Extended hours are available should they be required, outside of the standard service level agreement. The helpdesk is staffed by a range of different skill sets including your Technical Account Manager. The average age of our helpdesk staff is 31, demonstrating that we only employ qualified engineers and not inexpensive trainees. Our helpdesk staff are qualified to assist verbally or remotely depending on the type of problem.

Depending on the type / severity of the problem a call may be escalated to an onsite visit. This is determined by discussion between the engineer and the customer.

Emergency Call-out Support

If a business critical emergency occurs you need a guaranteed and rapid response. Our engineers are trained to deal with any emergency. We can normally provide an engineer to you within the hour depending on your location / nearest engineer.

User Assistance

These days most of your employees rely on their computers to carry out their daily jobs. With more and more software at their disposal often questions arise and need answering. How do I? Why does this happen when I? What do I do when? Wizard have extensive experience in most office software solutions and are also a Microsoft certified partner, so we are confident that we can help your user’s with all their questions and queries.

Server Performance Checks

Servers are complex pieces of kit. No matter how well they are monitored, they need to have a regular service to undergo routine maintenance and to identify issues that may lead to future problems. We perform manual checks on a regular basis to ensure
that your servers are running at peak performance and to spot the early signs of potential issues before they impact on your business. In addition we ensure that your firmware and drivers are up to date, as well as any operating system updates. This service provides you with the peace of mind that

Maintenance Days

Support is as much about prevention as it is about responding to your reactive IT requirements. As such we have maintenance days which are regularly scheduled visits where we discuss the IT issues you have recently encountered, run maintenance checks on your infrastructure, and review how your business is performing against your business objectives. As your business objectives and priorities change over time it also gives us the opportunity to spend some face to face time with you, understand your corporate goals, discuss proactive approaches and answer any questions that you may have. We will review your business needs and agree with you a frequency that meets your business requirements.

Onsite Support

Sometimes problems need to be resolved onsite. Our experienced field engineers will come to your premises and resolve your problems in a professional and effi cient manner, working alongside you as if they were part of your own team. Support to all sites is included in the service.

However, for onsite support to any offices outside of London and the Home Counties, travel expenses will be incurred.

Desktop / Laptop Performance Checks

With regular usage, most PC’s experience a gradual reduction in performance over a period of time and so, in order to ensure they operate at optimum levels, we recommend a regular performance check. This ensures that the operating system and software packages are up to date, hardware devices are updated, temporary files are removed and antivirus and malware/spyware scans are checked for accuracy.

Remote Support

Using remote support software, we are able to connect to your PC’s, Servers, Apple Macs, Printers and other Network devices to assist with any issues you may have. This also enables us to access your equipment out of hours without needing to attend site.

To find out how Wizard can help you, enter your details in the form and we'll get in touch.