Support Services

Techfident can provide a comprehensive suite of support services which helps to reduce down time for our customers with fast seamless technical support.

Our services encompass a 24/7/365 technical support team and field-based hardware maintenance technicians. Our experience and expertise reaches across all major vendors, products and technologies to provide efficient problem resolution.

Service Desk

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Hardware Maintenance

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Service Desk

Techfident Service Desk offers a one-stop multi-technology, multi-vendor technical support service to log fault calls, manage incidents or request contracted service support.

Acting as an extension of your support team, our experienced Service Desk team is on hand 24/7 to manage the support process of our customers, end-to-end, in line with your contracted service levels. Our support agents will take the time to understand the incident, escalate to the appropriate technician and ensure a fast and effective resolution.

Key benefits include:

  • Customers have the ability to scale quickly and easily, enhancing technical support capabilities without the need to invest in in-house resources, as the full support model can be outsourced
  • A single point of contact to log incidents across multi-vendor and/or multi technology environments
  • Comprehensive management of diagnosis and triage of incidents on behalf of our customers with nationwide field-technician coverage
  • Wide range of SLAs available which are monitored, allowing customers to thoroughly understand the performance of their contracts
  • Uses ITIL processes and systems to deliver an ISO 20000 and ISO 9001 accredited support service
  • Staffed 24/7/365 by trained and experienced service professionals
  • An Incident Management system is used across departments ensuring all knowledge is available to the required teams


Techfident Flex service is a scalable and reactive support offering, acting as an extension of an organisation’s own IT function that seamlessly augments in-house technical support services.

The service spans a wide range of supported vendors and technologies to provide remote technical assistance on an ad hoc basis when an organisation’s IT department doesn’t have sufficient resources or capabilities, expected or otherwise.

With access to technical expertise as and when it’s needed, our customers can get back to work as soon as possible, reducing downtime and overall costs.

Key features include:

  • Time-based remote support service with various SLAs up to 24/7/365 4 hour response
  • Support ranges from 1st to 3rd line as well as escalation and management of issues to vendors
  • Issues, incidents and requests are logged via email or phone and escalated to technical teams for support based on impact, severity and SLA
  • Technical teams utilise phone, email and remote support tools to assess and support our customers and ensure fast resolution

Tiers of support available:

Flex Standard

  • Multi-vendor
  • Remote support (telephone, email, remote access)
  • Pre-purchase model
  • Core and advanced products covered
  • 3 options of availability:
  • 9am -5pm (Mon-Fri)
  • 8am-6pm (Mon-Fri)
  • 24×7 incl. UK Bank Holidays

Flex Hybrid

  • Multi-vendor
  • Remote support (telephone, email, remote access)
  • Pre-purchase model
  • Core and advanced products covered
  • Availability – 24×7 incl. UK Bank Holidays
  • Escalation to Microsoft Premier support where Comms-care is unable to resolve internally

Hardware Maintenance

Techfident Hardware Maintenance service provides a single source for multi-vendor IT support across the entire technology stack.

Our partners, engineers and installers with almost 20 years’ experience providing hardware maintenance support, we have proven expertise in solving issues within industry-leading resolution times, supporting all leading vendors including Cisco, Microsoft, Citrix and VMware.

We deliver maintenance services for both in-life vendor supported systems and systems that are now end-of-life (EOL) and unsupported by the vendor. This ensures users can continue to operate their infrastructure for an extended period without being controlled by vendors’ refresh cycles and provides the opportunity to gain additional ROI on existing investments.

Our dedicated technical teams are available on demand 24/7/365 to help our customers get back up and running.

Key features include:

  • UK Nationwide Coverage
  • Nationwide network of accredited field-based technicians
  • Available 24x7x365
  • Multi-vendor and multi-technology via a single support team
  • Hardware support for all IT infrastructure at a customer location
  • Wide range of SLAs available to customers including fix and guaranteed response contracts
  • Replacement equipment is pre-staged at geographically dispersed forward spares locations to ensure SLAs can be achieved

Refurbished Hardware

We want to help address our customer requirements by supplying high quality,
affordable refurbished computers that are 100% fully functioning products with zero to minimal signs of usage.

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    Most stock is available to order up to 5pm for guaranteed next-day delivery using fully tracked deliveries.

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    We can install systems and networking infrastructure pretty much anywhere.

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