People Support

IT support built around the humans who use it. Two models, one promise: fast, reliable help from people who actually listen.

We support people, not tickets. Every member of your team gets direct access to a dedicated HelpDesk staffed by engineers hired for empathy first and certifications second. Whether you want a fixed monthly fee with guaranteed SLAs or pay-as-you-go flexibility, every conversation ends the same way: your problem solved.

Most IT providers talk about uptime, tickets, and infrastructure. We talk about people. The reality is simple: when your colleague cannot log in, when the printer stops mid-board pack, when the finance system freezes at month-end, what you need is not another service catalogue item. You need a calm, capable human on the other end of the phone.

We offer two ways to buy that human support. Unlimited People Support is our flagship model: a fixed monthly fee, guaranteed SLAs, a dedicated team, and no surprises on the invoice. PAYG People Support is for businesses that want the same quality of support without the long-term commitment, paying only for the hours they actually use. Both models are backed by the dedicated SystemLabs HelpDesk platform with multi-channel ticket capture, governance-ready change management, and full audit trails on every interaction.

“When your colleague cannot log in, what you need is not another service catalogue item. You need a calm, capable human on the other end of the phone.”

Our Hiring Philosophy

People-first. IT second.

We hire for people skills first and technical skills second. The best IT engineers are the ones who can explain a problem clearly, listen carefully, and make you feel confident.

Every person we hire is assessed on their communication, empathy, and problem-solving attitude before we even look at their certifications.

51%

People Skills

Communication, empathy, and client care come first.

49%

Technical Skills

Deep expertise in the tools and platforms that matter.

Two ways to work with us

Pick the model that matches how you work.

01
Model 01

Unlimited
People
Support.

Enterprise IT support with guaranteed SLAs, a fixed-term contract and no hidden costs. Secure, reliable, and proactive for peace of mind.

Our Unlimited People Support is a proactive service that gives your team complete peace of mind knowing that we are actively looking after your IT estate. Whether it is a quick question, troubleshooting an urgent issue or ongoing guidance, we are here to support every member of your organisation.

  • Unlimited IT support for your people with a fixed fee and no unexpected bills
  • Our entire team for the cost of one in-house IT expert
  • Dedicated IT team for consistency across your business
  • Peace of mind with a fixed-term contract to ensure your IT operations run smoothly
  • Proactive service means we fix problems before they become issues

“We faced the daunting task of migrating our IT infrastructure and data out of our group company. SystemLabs made the complex migration seem simple and easy, and they were a pleasure to work with despite the very tight deadline they met. We have since moved into an unlimited support model with exceptional service.”

PP

Paul Perris

CEO, Yasira Group

02
Model 02

PAYG
People
Support.

Get access to expert IT Support without the long-term contract, just Pay as You Go. Smoother, Safer, and Smarter.

Flexible, reliable and ready when you need us most. With our Pay as You Go service, you only pay for the hours you use, keeping costs transparent and predictable. There are no annual fees or complicated contracts, just straightforward, on-demand IT support that keeps your business running smoothly.

  • Just call us when you need us, and you will only pay for what you use
  • Get expert IT support without the long-term commitment
  • Enhance your business operations with comprehensive IT support
  • Wide-ranging expertise to help solve your IT headaches
  • Proactive service means we fix problems before they become issues

“We wanted a local provider who could take care of all of our IT needs and be there to support our business growth. The added benefits of just one point of contact for all things IT and knowing the guys are only a phone call away is very reassuring. We get great value from the service and can recommend SystemLabs to any small business.”

MB

Mark Brandon

Owner, SunWorks

What you get either way

The promises that do not depend on your contract type.

Guaranteed People Support

Every member of your team can access our HelpDesk whenever they need it, from everyday questions to complex technical challenges.

SLA with Guaranteed Response

Clear, measurable Service Level Agreements. Response times are guaranteed, downtime is minimised, and your team can stay focused on what matters.

Regular Service Reviews

Regular reviews tailored to your business needs. We work in partnership with you to create an evolving IT service that grows with you.

The engine behind the service

The SystemLabs HelpDesk and how it plugs into your business.

Every client gets access to our proprietary cloud-based HelpDesk instance. This platform is the central hub for all IT service requests, incidents, and change management activities and acts as a single source of truth that separates your data from everyone else's and adapts to your governance.

The setup ensures you benefit from a structured, transparent, and measurable service interface, with the flexibility to adapt to evolving requirements.

SystemLabs HelpDesk
01

Multi-channel ticket capture

Your team raises issues the way that suits them. Email help@systemlabs.io, submit through the self-service portal, or call the service desk and we log the ticket for you.

  • Email to ticket conversion with automated triage
  • Self-service web portal with ticket history
  • Phone calls logged and categorised by the service desk
02

Dedicated instance, not shared

Every client gets access to the SystemLabs HelpDesk. Fully managed and monitored with SLA, and workflows tailored to how your business actually operates.

  • Isolated data and permissions per client
  • Custom ticket forms for joiners, movers, leavers, and bespoke requests
  • Approval chains that match your internal governance
03

Change management, built in

Every change is tracked, approved, and audited. Approvers on both sides (a SystemLabs CTO and your approver) sign off before anything reaches production.

  • Full audit trail on standard and non-standard changes
  • Approver groups, approval chains, and compliance gates
  • Design-phase alignment with your governance requirements
04

Reporting that actually tells you something

Monthly service reports covering SLA compliance, ticket trends, incident analysis, and the patterns that matter. No vanity metrics. No filler.

  • SLA compliance across every priority band
  • Recurring issue analysis with remediation recommendations
  • Quarterly service reviews tailored to your business goals

How users get help

Three ways to raise an issue.

Every business is different, so we make it easy for your people to get help in the way that suits them best — and every channel ends in the same place: a tracked ticket with an SLA against it.

Email

help@systemlabs.io

Send an email and a ticket is auto-generated, classified by priority, and routed to the right engineer. No portal login required for users who just want to email a problem.

Self-service portal

Web portal

Submit requests through your dedicated portal — track status, add comments, attach files, and see resolution history without picking up the phone.

Phone

Talk to a person

Prefer to talk it through? Call the service desk directly and an engineer will log the ticket on your behalf while solving the problem with you.

Each client gets their own dedicated environment on our service desk platform — separation, security, and tailored workflows, with full visibility for your team.

Service Requests

Forms that fit how your business actually works.

Standardised request forms streamline the everyday — password resets, software access, hardware requests — so you get consistent answers fast.

Where you need something bespoke, we build custom forms with automated workflows on top: joiner, mover, leaver processes, finance approvals, kit ordering — anything you'd rather not chase by email.

Workflow 01

Joiners

New starter form triggers account creation, licence assignment, hardware allocation, and welcome email — orchestrated end-to-end.

Workflow 02

Movers

Role change updates group memberships, file access, app entitlements and notifies line managers automatically.

Workflow 03

Leavers

Departure form revokes access, archives mailbox, returns kit, and produces an audit-ready offboarding record.

Workflow 04

Bespoke requests

Need approval gates, finance sign-off, or a multi-step workflow? We design it during onboarding and bake it into the system.

Change Management

Changes to your IT estate that minimise risk and maximise value.

Every change moves through our service desk platform with the right approvers in the chain — your team stays in control while we keep the audit trail clean.

01

Pre-approved · low risk

Standard Change

A pre-approved change with repeatable steps and known outcomes — routine maintenance, minor configuration. Builds a library for fast, consistent service. The CAB approves and senior consultants sign off the template.

02

Bespoke · scheduled

Normal Change

A non-template change to systems or infrastructure. Requires dual approval by at least two consultants, runs to a scheduled window, and carries a standardised risk assessment with mitigation steps.

03

Urgent · P1 / P2

Emergency Change

An urgent change to restore or prevent service disruption. Approvals are expedited via a global ITIL risk matrix for instant CAB sign-off. Generally tied to a P1 or P2 incident.

Risk Matrix

How we score every change.

Every change is scored on impact (rows) versus likelihood (columns) using a standard ITIL matrix. The score determines the approval path, the change window, and the rollback plan — before any work starts.

Configuration of approver groups, tiers, and standard-vs-non-standard categories is agreed during the Design Phase of onboarding.

Likelihood
Low Medium High
High impact 3 2 1
Med impact 4 3 2
Low impact 5 4 3

1 = highest risk · 5 = lowest risk. P1 / P2 incidents typically map to scores of 1 or 2 and route through the Emergency Change path.

Service Level Agreement

Response times you can hold us to.

Our SLA is a contract, not a marketing promise. Five priority levels, every one reviewed within 30 minutes — and a written commitment in every managed service contract.

We set these targets in 2018 and have maintained a 96% achievement rate every year since. The industry average sits around 75%.

Read the full SLA

Every priority reviewed within 30 minutes · P1 through P5, no exceptions.

Priority Response Resolution
P1 Critical 1 hour 6 hours
P2 Significant 2 hours 12 hours
P3 Moderate 4 hours 3 days
P4 Minor 7 hours 5 days
P5 General 2 days 7 days

All times measured from the moment the incident is logged. Priorities scored using the ITIL impact-vs-urgency matrix.