OUTSOURCED IT SUPPORT
A complete outsourced IT department for your business
Give your employees a dependable team to contact while Simtech manages your day-to-day IT support, Microsoft 365 administration, devices, cybersecurity, backups and technology planning.
You gain access to an experienced IT team without the cost, recruitment risk and management burden of building a complete department internally.
Fully managed IT support from £85 per supported user per month, subject to a minimum monthly service charge.
Get an IT Support Quote
Tell us a little about your organisation, your current support arrangement and what you would like to improve.
An outsourced service backed by measurable delivery
ONE EXTERNAL TEAM. COMPLETE IT RESPONSIBILITY.
What is outsourced IT support?
A COMPLETE EXTERNAL IT FUNCTION
What does outsourced IT support mean?
Outsourced IT support allows your business to appoint an external provider to perform responsibilities that would otherwise require an internal technician, IT manager or complete technology department.
DIRECT EMPLOYEE SUPPORT
Employees contact the outsourced provider
Employees contact the outsourced provider directly when they need technical assistance.
BEHIND-THE-SCENES MANAGEMENT
The wider environment is actively managed
The provider also manages agreed administration, monitoring, security, backup and planning responsibilities behind the scenes.
Outsourced IT support gives your organisation access to a complete support and technology-management function without employing every required capability internally.
OUTSOURCE OR EMPLOY INTERNALLY?
Building an internal IT department is not the only option
WHEN TECHNOLOGY RESPONSIBILITY OUTGROWS THE BUSINESS
Informal IT support eventually reaches its limit
As a business grows, responsibility for technology often develops informally.
A director, office manager or technically confident employee may initially handle user accounts, equipment purchases and supplier problems.
Eventually, the workload becomes too important and too specialised to remain an additional responsibility.
THE DECISION POINT
Which support model should the business choose?
Recruit an internal IT employee
Build a broader internal team
Continue relying on informal support
Appoint an outsourced IT provider
THE OUTSOURCED MODEL
Outsourcing allows the business to access a wider range of support, administration, security and strategic capabilities through one managed agreement.
IS OUTSOURCED IT RIGHT FOR YOU?
When businesses choose an external IT department
01
You have no formal IT function
Technology is being managed by directors, office managers or employees whose primary role lies elsewhere.
02
An internal IT employee is leaving
Important technical knowledge, supplier relationships and administrative access may leave with them.
03
One internal employee cannot cover everything
A single technician may provide excellent user support but lack sufficient time or expertise across cybersecurity, Microsoft 365, backup, infrastructure and planning.
04
Recruitment is proving difficult
The business needs reliable IT capability but cannot find, justify or retain the right internal employee.
05
The organisation is growing
More employees, devices, systems and sites are making informal technology management increasingly risky.
06
Technology has become business-critical
Downtime, security incidents or poor administration would now have a material effect on employees, customers and operations.
07
You want clearer costs
The business wants a predictable monthly service rather than salaries, recruitment fees, training, tools and unpredictable external support charges.
08
Leadership needs greater oversight
Directors want clear responsibility, documented risks and practical technology recommendations.
CONSIDERING A DIFFERENT IT MODEL?
Understand whether outsourcing is the right fit
YOUR EXTERNAL IT DEPARTMENT
What can an outsourced IT provider manage?
The precise scope is agreed before the service begins.
A standard Simtech managed agreement combines direct employee support with ongoing administration, monitoring, security and technology guidance.
Employee IT Support
Employees contact Simtech directly by telephone or email for assistance with covered technology issues.
User and Device Support
We assist with approved computers, accounts, applications, access and everyday technology problems.
Microsoft 365 Administration
We manage agreed user accounts, permissions, licences, shared services, starters and leavers.
Device Management
Supported devices are enrolled in Simtech’s monitoring and remote-management tools.
Patch Management
Approved updates are managed across supported devices to help maintain reliability and security.
Endpoint Protection
Managed antivirus and endpoint detection and response are included for supported devices.
Microsoft 365 Backup
Agreed Microsoft 365 data is protected through a separate SaaS backup platform.
Network and Wi-Fi Support
We help investigate and support agreed business networks and wireless equipment.
Supplier Liaison
Simtech coordinates with relevant internet, software, hardware and other technology providers when necessary.
Starter and Leaver Processes
We complete agreed account and access tasks when employees join, change roles or leave.
Technical Documentation
Relevant information about the supported environment is recorded and maintained.
Technology Planning
Formal reviews identify risks, recurring problems, upcoming investments and practical improvements.
A SIMPLE WAY TO GET HELP
Your employees contact Simtech as though we were part of the business
ONE POINT OF CONTACT FOR TECHNOLOGY SUPPORT
Employees contact Simtech whenever they need help
Employees should not have to determine which supplier manages Microsoft 365, a laptop, a broadband service or a business application before asking for help.
They contact Simtech.
Our team investigates the problem, resolves it where possible and coordinates other agreed suppliers when their involvement is required.
TYPICAL SUPPORT REQUESTS
Employees may contact Simtech about:
Password and sign-in problems
Microsoft Outlook
Microsoft Teams
OneDrive and SharePoint access
Computer performance
Approved business applications
Account permissions
Remote-working problems
Network and Wi-Fi access
Printers and connected equipment
Security alerts
Email configuration
New-starter access
General questions about supported technology
SUPPORT DELIVERED BY SIMTECH
Calls and support requests are handled by Simtech’s own technical team. The service is not transferred to an outsourced third-party helpdesk.
MORE THAN REACTIVE SUPPORT
The outsourced IT department continues working when there are no open tickets
The visible helpdesk is only one part of the service.
Behind the scenes, Simtech maintains the tools, administration and processes that allow the supported environment to remain manageable and protected.
Monitoring
Supported computers are monitored for relevant health, management and security information.
Security-tool management
We oversee the antivirus, endpoint detection and response and other agreed security tools.
Patch administration
Approved updates are managed across supported devices.
Microsoft 365 administration
Users, permissions, licences and agreed cloud services are administered centrally.
Backup oversight
The included Microsoft 365 SaaS backup service is monitored and relevant alerts are investigated.
Account control
Starter, mover and leaver processes help maintain appropriate access.
Supplier management
Simtech acts as a technical point of coordination for agreed third-party services.
Documentation
Technical, supplier and administrative information is maintained to reduce dependency on individual employees.
Risk identification
Material weaknesses and recurring problems are recorded and raised with management.
Planning
Formal reviews help the organisation decide what to maintain, replace, secure or improve next.
CONTINUOUS TECHNOLOGY MANAGEMENT
These responsibilities provide the operational structure needed to keep the supported environment documented, controlled and ready for future change.
A BROADER RANGE OF CAPABILITY
One employee cannot always provide an entire IT department
A capable internal IT employee can be extremely valuable.
However, relying on one individual can create limitations around availability, specialist knowledge, workload and continuity.
OPTION ONE
Internal IT employee
Potential advantages
- Physically present in the business
- Strong knowledge of employees and working practices
- Immediate involvement in internal projects
- Direct relationship with management
Potential limitations
- Holiday and sickness coverage
- Recruitment and retention risk
- Dependence on one person’s knowledge
- Limited time for proactive work
- Restricted range of specialist expertise
- Cost of tools, training and external escalation
- Difficulty balancing support with strategic work
OPTION TWO
Outsourced IT team
Potential advantages
- Access to multiple technical team members
- Support coverage across normal business hours
- Shared technical knowledge
- Included management and security tools
- Reduced dependency on one individual
- Easier access to wider expertise
- Predictable monthly cost
- Defined service responsibilities
- Formal documentation and review processes
Potential limitations
- The team is not permanently based inside your office
- Most support is delivered remotely
- On-site attendance must be planned or included within the appropriate package
- The provider must invest time in understanding the organisation
A BALANCED DECISION
Outsourcing is not automatically better than internal IT
The right model depends on the organisation’s size, complexity, working practices and need for permanent on-site capability.
For many businesses with approximately 10–75 employees, outsourcing provides a broader and more resilient service than relying on a single internal employee.
FROM REACTIVE FIXES TO ONGOING MANAGEMENT
Why managed outsourcing is different from calling an engineer when something breaks
REACTIVE SUPPORT
Pay-as-you-go support
A reactive arrangement normally begins after a fault has occurred.
The provider investigates the individual problem and charges for the time or work required.
This may be suitable where technology use is minimal or support requirements are rare.
MANAGED SERVICE
Outsourced managed IT
An outsourced managed service provides ongoing responsibility.
The provider already understands the customer, supports employees directly and maintains agreed administration, monitoring, security and backup services.
KEY DIFFERENCES
Reactive assistance compared with ongoing IT management
OUTSOURCING WITHOUT LOSING THE PERSONAL RELATIONSHIP
An external team that still knows your business
Some organisations associate outsourcing with large call centres, ticket queues and support staff who know nothing about the customer.
That is not Simtech’s model.
Simtech supports approximately 30 organisations and 600 managed users.
This allows us to provide structured managed-service tools while retaining a direct and personal relationship with the people we support.
MANAGED IT WITHOUT THE ANONYMOUS HELPDESK
Structured support delivered through a direct, personal relationship
Some organisations associate outsourcing with large call centres, ticket queues and support staff who know nothing about the customer.
That is not Simtech’s model.
Simtech supports approximately 30 organisations and 600 managed users.
This allows us to provide structured managed-service tools while retaining a direct and personal relationship with the people we support.
Calls reach our own team
Support is not transferred to a third-party call centre.
We learn how the customer works
Our team becomes familiar with the organisation, employees, devices and common support requirements.
Knowledge is shared
The service does not depend entirely on one engineer remembering everything.
Customers can speak with decision-makers
Management and technical leadership remain accessible.
Formal reviews connect support with business priorities
The service considers recurring issues, risk and future investment rather than only closing tickets.
A DIFFERENT KIND OF OUTSOURCED IT PROVIDER
Personal support backed by structured managed services
OUTSOURCED IT PLANS
Choose the level of on-site coverage your business requires
Both Simtech plans provide the same core outsourced IT department.
The principal difference is whether on-site engineering for qualifying incidents is included within the monthly agreement.
Package 1
Managed IT
From £85 per supported user per month
A remote-first outsourced IT service covering employee support, Microsoft 365, devices, cybersecurity, backup and annual planning.
Included
- Unlimited remote and telephone support
- User and device assistance
- Microsoft 365 administration
- Starter and leaver administration
- Device monitoring
- Patch management
- Antivirus
- Endpoint detection and response
- Microsoft 365 SaaS backup
- Network and Wi-Fi support
- Supplier liaison
- Annual IT and cybersecurity review
- Support delivered by Simtech’s own team
Available when required and charged separately.
Package 2
Managed IT Complete
From £98 per supported user per month
A complete outsourced IT service with controlled on-site incident attendance included.
Included
Everything in Managed IT, plus:
- On-site engineering where Simtech determines that a covered incident cannot reasonably be resolved remotely
- Six-monthly IT and cybersecurity planning
- More active technology improvement planning
- Prioritised scheduling for on-site incidents
For qualifying covered incidents that cannot reasonably be resolved remotely.
Prices shown are indicative and may vary according to user numbers, technical environment, location, risk profile and agreed service scope.
Projects, planned installations, equipment deployment, office moves, cabling and requested on-site visits remain separately chargeable under both plans.
A minimum monthly service charge applies.
PREDICTABLE COMMERCIAL MODEL
What does outsourced IT support cost?
Simtech charges for managed IT support according to the number of supported users.
This creates a predictable monthly cost and allows the service to scale as employee numbers change.
MANAGED SERVICE
Managed IT
From £85 per supported user per month
MANAGED SERVICE
Managed IT Complete
From £98 per supported user per month
MINIMUM MONTHLY CHARGE
A minimum monthly service charge applies
Every customer requires access to the support team, management platforms, administration and ongoing service processes.
ONBOARDING
Preparing your environment for managed support
Onboarding is normally priced at the equivalent of one month’s managed-service fee.
The exact cost depends on:
- Number of users
- Number of devices
- Number of locations
- Existing documentation
- Administrative access
- Current security tools
- Current backup arrangements
- Condition of the environment
- Required transition work
ADDITIONAL COSTS
Separately itemised costs
- Microsoft 365 subscriptions
- Other software licences
- New computers and hardware
- Device deployment
- Projects
- Major migrations
- Planned installations
- Office moves
- Cabling
- Out-of-hours work
- Existing-environment remediation
- Replacement equipment
INTERNAL COST COMPARISON
Compare more than salary alone
When comparing outsourcing with employing internally, consider the full cost of maintaining reliable IT capability.
- Employer National Insurance
- Pension contributions
- Recruitment fees
- Holiday and sickness cover
- Training and certifications
- Management time
- Support and security tools
- Backup software
- Additional specialist consultants
- Escalation support
- Hardware and software administration
- Risk created by dependency on one person
WHEN INTERNAL KNOWLEDGE IS LEAVING
Replace an IT function without immediately recruiting another employee
When an internal IT employee resigns, the business may lose more than day-to-day technical support.
KNOWLEDGE AND ACCESS RISK
The departing employee may hold critical information
Important access, supplier knowledge and technical responsibilities are often concentrated with one employee rather than formally documented.
- Administrative passwords
- Supplier relationships
- Microsoft 365 knowledge
- Domain and DNS access
- Network information
- Backup knowledge
- Security-tool access
- Device records
- Informal knowledge that has never been documented
Simtech can help the organisation identify and transfer these responsibilities before or after the employee leaves.
TRANSITION PROCESS
A structured handover from internal IT to Simtech
The process is designed to reduce disruption, recover important knowledge and establish clear ongoing ownership.
Responsibility review
We identify what the employee currently manages.
Access collection
Relevant administrative accounts and supplier information are gathered.
Documentation review
Existing records are assessed and missing information identified.
Technical discovery
Simtech reviews users, devices, Microsoft 365, networks, security and backup arrangements.
Tool deployment
The agreed Simtech support and management platforms are introduced.
Employee support handover
Users are shown how to contact Simtech.
Improvement plan
Risks and gaps discovered during the transition are prioritised.
KEEP AN INTERNAL IT TEAM AND ADD SIMTECH
Outsourcing does not need to mean replacing your internal team
WORK ALONGSIDE YOUR INTERNAL IT TEAM
Add capacity and expertise without replacing your existing IT function
Some organisations already have a capable internal IT employee or department but need additional capacity, specialist tools or strategic support.
In these situations, a co-managed model may be more appropriate.
CO-MANAGED IT CAN PROVIDE
Additional capability where your team needs it
Additional helpdesk capacity
Holiday and sickness cover
Monitoring and security tools
Microsoft 365 expertise
Cybersecurity support
Project capability
Documentation processes
Fractional CIO guidance
Fractional CISO oversight
CLEAR RESPONSIBILITY
The responsibilities of Simtech and the internal team must be documented clearly. This prevents tasks being overlooked or duplicated.
A SIMPLE OPERATING MODEL
How Simtech works as your external IT department
STEP 1
Employees contact Simtech
Users telephone or email our own support team during normal business hours.
STEP 2
We investigate and resolve the problem
Most covered issues are handled remotely.
STEP 3
We coordinate relevant suppliers
Where another provider must become involved, Simtech assists with the agreed coordination.
STEP 4
We attend site when necessary
On-site support is available separately under Managed IT and included for qualifying incidents under Managed IT Complete.
STEP 5
We manage the agreed environment
Behind the helpdesk, Simtech administers Microsoft 365, monitoring, security, backup and other agreed responsibilities.
STEP 6
We report and plan
Formal reviews identify risks, recurring issues, upcoming investment needs and recommended improvements.
A CONTROLLED START
How Simtech takes over responsibility
A successful outsourced relationship begins with clear scope, appropriate access and accurate information.
Simtech uses a structured onboarding process before taking full responsibility.
ONBOARDING STAGE 1
Discovery
We confirm users, devices, locations, Microsoft 365, suppliers and current support arrangements.
ONBOARDING STAGE 2
Responsibility mapping
We establish which tasks Simtech will manage and which remain with the customer or another supplier.
ONBOARDING STAGE 3
Existing-provider or employee handover
Relevant access, documentation and service information are collected.
ONBOARDING STAGE 4
Technical assessment
The environment is reviewed for immediate risks, unsupported equipment and missing controls.
ONBOARDING STAGE 5
Tool deployment
Simtech installs the agreed remote-support, monitoring, security and backup platforms.
ONBOARDING STAGE 6
Documentation
Technical, administrative and supplier information is recorded.
ONBOARDING STAGE 7
Employee introduction
Users receive contact details, support hours and instructions.
ONBOARDING STAGE 8
Service commencement
Simtech becomes responsible for the agreed service scope.
ONBOARDING STAGE 9
Initial improvement plan
Material risks, remediation and future recommendations are separated and prioritised.
A PERSONAL OUTSOURCED IT PARTNER
The capability of a managed provider without an anonymous helpdesk
Simtech combines the tools and processes expected from a managed IT provider with the accessibility of a small, experienced team.
OUR OWN TEAM
Support is delivered by Simtech
Calls and tickets are handled by our own technical team.
CUSTOMER KNOWLEDGE
We know the organisations we support
Our scale allows us to understand each customer’s employees, systems and working practices.
INCLUDED SECURITY
Cybersecurity is part of the service
Endpoint protection, monitoring, patching and Microsoft 365 backup are included.
ACTIVE ADMINISTRATION
Microsoft 365 is actively administered
We manage agreed user, licence, permission and support responsibilities.
STRUCTURED REVIEWS
Formal planning is included
Customers receive scheduled IT and cybersecurity reviews.
PROVEN EXPERIENCE
Established since 2009
Simtech has supported businesses through changing technology and working practices for more than 16 years.
FLEXIBLE COVERAGE
Local and national support
Remote service is available across England and Wales, with on-site support available across the agreed regional service area.
WHAT SUPPORTED CUSTOMERS SAY
An external IT team employees can rely on
CUSTOMER FEEDBACK
Support our customers are happy to recommend
Fast response times, helpful engineers and direct support from Simtech’s own team are reflected in the feedback we receive from the organisations we support.
Five-star customer feedback
“Excellent, speedy service — truly 5 stars. Jack was professional, quick to resolve my issue, and the whole experience was flawless.”
— Ian Moorhouse, Zello
“Absolutely spot on — fast, professional and sorted without any fuss. Thanks again, Tom!”
— Matt Mulholland, ADS Design
“Jack couldn’t have done more — incredibly helpful, professional and solved everything quickly. Fantastic service.”
— Mrs. Kuldip Tiwana, Warren & Co
“Brilliant service as always — fast, professional and nothing to fault. Excellent support every time.”
— Josh Tippins, KW Bell Group
“Everything was great — just 15 minutes from requesting support to having it fully resolved. Superb service. Cheers, Jack!”
— Allan Wasley, Dean Estate Agents
“Top job as always — thanks Jack for getting me up and running so quickly.”
— Tania, Fonseca Law
COMMON QUESTIONS
Outsourced IT support FAQs
What is outsourced IT support?
Outsourced IT support means appointing an external company to perform agreed technology responsibilities that might otherwise be handled by internal employees.
This can include employee support, Microsoft 365 administration, device management, cybersecurity, backup and IT planning.
Is outsourced IT the same as managed IT?
The terms are often used interchangeably.
Managed IT describes the service structure, while outsourced IT describes the customer’s decision to place responsibility with an external provider.
Simtech delivers outsourced IT through its Managed IT and Managed IT Complete plans.
What size business should outsource IT?
Simtech’s service is designed primarily for organisations with approximately 10–75 employees.
Smaller businesses may also be accepted where the commercial and service fit is appropriate.
Can outsourced IT completely replace an internal employee?
It can replace many day-to-day support, administration, security and management responsibilities.
The correct model depends on whether the organisation requires someone physically present every day or has specialist internal systems.
Will Simtech work as part of our business?
Yes.
Employees contact Simtech directly, and our team becomes the primary point of contact for the agreed technology services.
Is the Simtech helpdesk outsourced?
No.
Support is delivered by Simtech’s own technical employees.
Is support unlimited?
Unlimited remote and telephone support for covered users, devices and services is included during standard support hours.
Fair-use and service-scope provisions apply.
Projects and excluded work are charged separately.
Does outsourcing include Microsoft 365 support?
Yes.
Everyday Microsoft 365 administration and support are included within the agreed managed-service scope.
Microsoft subscriptions are charged separately.
Is cybersecurity included?
Yes.
Core controls include antivirus, endpoint detection and response, monitoring, patching and Microsoft 365 SaaS backup.
Does Simtech provide on-site support?
Yes.
Site attendance is charged separately under Managed IT.
Managed IT Complete includes attendance for qualifying covered incidents within the agreed service area.
Does outsourced IT include new hardware?
No.
Computers and other equipment are purchased separately.
New-device deployment and data migration are also charged separately unless specifically included in a proposal.
Who owns our systems and information?
The customer should retain appropriate ownership and control over its business accounts, data and systems, subject to supplier terms and licensing arrangements.
Simtech manages agreed access on the customer’s behalf.
Can you take over from an internal IT employee?
Yes.
Simtech can assist with responsibility mapping, access collection, documentation, technical discovery and service transition.
Can you work alongside an internal IT employee?
Yes.
A co-managed service can divide responsibilities between Simtech and the internal employee or team.
What happens during staff holidays or sickness?
Because support is delivered by a team rather than one individual, service continuity is not dependent on one employee being available.
What are your support hours?
Standard support is available Monday to Friday, 9:00am–5:00pm, excluding relevant public holidays.
How quickly will you respond?
Managed customers receive a four-business-hour initial-response target.
Actual average response during the latest reporting period was under one hour.
How much does outsourced IT cost?
Managed IT starts from £85 per supported user per month.
Managed IT Complete starts from £98 per user per month.
A minimum monthly service charge and separate onboarding fee apply.
How long is the agreement?
Managed services are normally provided under a minimum 12-month agreement with automatic renewal, subject to the applicable service terms.
What happens if we decide to bring IT back in-house?
Simtech can assist with a structured handover, subject to the applicable contract, offboarding provisions and separately chargeable transition work.
Can Simtech support multiple offices?
Yes.
The number and location of sites are reviewed during discovery and reflected in the proposal and support scope.
Can you support remote employees?
Yes.
Remote employees can contact Simtech through the same support channels, provided they are included within the managed-service agreement.
DISCUSS OUTSOURCING YOUR IT
Find out whether an outsourced IT department is right for your business
Tell us how your technology is currently managed, how many people need support and which responsibilities you want to remove from your internal team.
A member of Simtech will discuss the available options and provide an indication of the most suitable service and likely cost.