First Stop IT Limited

IT Managed Service

A fully managed IT service including cloud, on-premise, server, endpoint, and user support. Procurement, installation, migration, security, and support services available. A complete end-to-end solution, or individual services available as required. Providing reliability, productivity, security, performance, and peace of mind.

Features

• Proactive performance monitoring for physical devices (PCs, Servers, Laptops, etc.)
• Proactive security monitoring for Microsoft 365 environments
• Managed patching to Cyber Essentials standards
• Cloud migration, or physical equipment installation planning
• Cloud migration, or physical equipment installation and migration
• System administration, for on-premise or cloud-based systems
• End user support for on-premise or cloud-based systems
• Oracle NetSuite Cloud ERP Migration, Customisation, and Ongoing Support
• Cyber Essentials and IASME Cyber Assured L1&2 Audit and Certification
• IT Strategic Consultancy

Benefits

• Equipping staff with the right tools for optimal performance.
• Reduce business cyber-risk by securing, monitoring, alerting, and real-time responses.
• Boost efficiency using cutting-edge cloud technologies for collaboration and communication.
• Support staff with a robust IT system without full-time administrators.
• Aligning IT and business strategies, allowing budgeting for optimal returns.

£45.00 to £65.00 a unit a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gemmas@firststopit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

807770900570557

Contact

Gemma Staines
03454507876
gemmas@firststopit.co.uk

Planning

• Planning service: Yes
• How the planning service works: We work with our clients to understand their functional and non-functional requirement before sizing, costing, and planning the various elements of a migration project including licensing, custom development, implementation, data migration, user training, and ongoing support.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft 365
  • Oracle NetSuite

Training

• Training service provided: Yes
• How the training service works: We offer personalised training with clients through our helpdesk, this can be conducted over the phone, screen sharing on Teams, or remote desktop control. Additionally, we can provide on-site training by delivering companywide presentations demonstrating how their technical environment is going to change with the implementation of the new systems/services.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Oracle NetSuite
  • Microsoft

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We provide the technical and project-management resources required to plan, license, implement, and support cloud migrations, including configuration/implementation, data migration, user training, and support services. ; ; We have a discovery period to scope out their current setup and configuration. All users/groups/folders/permissions/rules/sizes quotas/Access requirements etc are documented in the project plan.; ; To mitigate risks in this process we setup a test lab to simulate the migration if no previous experience and will also setup test mailboxes/folders to test migration process on the live systems before proceeding. We will also use a staggered approach to limit downtime. If possible, end users will be given access to the new destination before migrating data. Finally, we will migrate out of working hours to further reduce down time for end users.; ; Some examples of cloud services we can help buyers migrate to include Microsoft 365, Google Apps, NetSuite, OneDrive, and Google Drive.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft 365
  • Oracle NetSuite

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We establish our own process and policies based on best practices determined through IASME quality management principles. In addition, we adhere to our quality objectives outlined in our service level agreement.; ; Prior to undertaking a client project, our engineers will have tested the service or system in our office-based labs. This allows us to thoroughly test equipment and procedures before implementing them with clients, ensuring a consistently high quality delivery of the service.; ; Based on these tests, we develop comprehensive procedures and guidelines for implementation, ensuring a seamless process from start to finish.; ; Our general response time is 15 minutes (SLA is 60 minutes but internally we target 15) and time to in progress, average of 90 minutes (no SLA specifically due to the varied nature of work).; ; All tickets pass through a "resolved" loop where we tell the client we think it is resolved and give them 72 hours to respond and reopen the ticket if the problem is not fixed.; ; All tickets are closed with a survey/feedback option so users can provide real-time feedback on service levels.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security audit services
  • Other
• Other security services: User security awareness training
• Certified security testers: Yes
• Security testing certifications: Other
• Other security testing certifications: IASME Cyber Assurance

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We provide a fully outsourced IT department including support of on-premise Active Directory or Azure AD, Intune, Microsoft 365, Oracle NetSuite, and other third-party applications.; ; Our service includes monitoring, patching and maintenance where applicable; system administration including management of users, user-access, permissions, mailboxes, licences and services.; ; Where required we provide the first line of support for all users for all services, liaising with third party software providers, internet service providers, and telecoms providers to give users a single point of contact for all technical issues.

Service scope

• Service constraints: Our support desk operates Monday to Friday 9-5pm. Additionally, we provide extended support hours and emergency assistance as optional services for our clients. However, one challenge we face is reaching our third-party partners outside of their regular operating hours to address emergency issues that fall within their domain.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We guarantee a 1 hour response to assess a ticket, assign it a priority and assign it to an engineer - with most tickets being assessed and assigned within 15 minutes.; ; We aim to progress all tickets within 24 hours, with priority being given to those tickets with highest business impact, and lowest priority being given to administrative tasks (such as setting up new users which can be scheduled).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Our client account management is overseen by our directors. Additionally, our support desk and team of engineers are readily available to address general tickets, meeting our service level agreement with a guaranteed response time of one hour.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft, Oracle, Sophos, RocketCyber, Mesh, and KnowBe4

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: IASME Cyber Assured Level 2 (IASME Gold) with Quality Principles

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are aligned with the government's ambitious target of achieving Carbon Net Zero. Our commitment is to achieve this goal by 2030. To actively address our carbon footprint, we are exploring a comprehensive scheme designed to offset our environmental impact. However, our dedication to sustainability extends beyond this initiative.; ; A key move in reducing our carbon footprint is facilitating remote work for the majority of our workforce, significantly cutting travel-related emissions. For on-site employees, we've implemented a cycle-to-work initiative, promoting sustainable transportation. Additionally, we endorse public transport for those not in the scheme, covering costs for commuting to client sites, fostering eco-friendly practices.; ; Our commitment to energy efficiency is evident in the replacement of all fluorescent lighting in our office building with energy-efficient LED lighting. This measure not only aligns with our environmental objectives but also contributes to a greener workplace. Recycling is a cornerstone of our sustainability efforts, and we diligently recycle everything possible. Additionally, we extend an electrical recycling scheme to all our customers, adhering to WEEE regulations and fostering responsible disposal practices. We also align ourselves with a supply chain that has the same carbon goals.; ; Our directors have also transitioned from Diesel vans to Electric vans resulting in a positive effect in our total carbon emissions calculation aligning our leadership with our commitment to sustainable transportation.; ; In summary, our multi-faceted approach, including remote work policies, alternative transportation, energy-efficient lighting, robust recycling programs, and leadership's adoption of sustainable transportation, contributes to our goal of achieving Carbon Net Zero by 2030. We are confident that these efforts will not only minimize our carbon footprint but also foster positive change within our organization, contributing to a sustainable future for generations.

  Covid-19 recovery

  During the Covid-19 Pandemic, our role as key workers allowed us to re-evaluate and refine our work methods. We safeguarded the health and well-being of both our employees and customers by swiftly implementing a comprehensive working from home policy. This initiative ensured that our workforce could seamlessly transition to remote work, equipped with suitable tools and equipment to maintain a high standard of job performance.; ; Prioritising the safety of our employees and clients, we restricted site visits when the pandemic emerged, allowing them only under carefully arranged safety protocols. We provided Personal Protective Equipment (PPE) for both home and on-site work, emphasising the importance of protecting yourself and others. A strong recommendation for vaccination was extended to all employees. Employees were given paid time off work to go to vaccination appointments. 90% of our workforce are continuing to work from home.; ; To adapt our office environment to the new normal, we maintained minimal in-office attendance with only two individuals physically present. The office layout was reconfigured to facilitate social distancing, complemented by the installation of screens, the availability of hand sanitisers, and the mandatory use of masks. In the event of a positive Covid-19 test, employees were directed to work from home, with the provision of tests for those with symptoms when requested.; ; To promote connectivity and maintain morale within our workforce, we instigated weekly company meetings, serving as a platform for updates on company news and allowing employees to engage in casual conversations. This facilitated social interaction outside of family units, ensuring a supportive work community. Throughout this challenging period, we diligently adhered to government-mandated Covid-19 rules, demonstrating our commitment to the safety of our staff, the local community, and our valued customers.

  Tackling economic inequality

  When addressing economic inequality, First Stop IT prioritise fairness and inclusivity, fostering environments that do not discriminate based on factors such as race, gender, or socioeconomic background.; ; One way we achieve this is to eliminate formal education requirements for roles, opting instead to offer training opportunities for individuals who may not possess specific qualifications. This approach widens the talent pool and provides equal access to job opportunities.; ; Further to this we offer skill-building programs, including certifications such as Microsoft and Cisco exams. This not only helps employees develop valuable skills but also contributes to closing the digital skills gap prevalent in many industries.; ; Recognising skills gaps within the workforce is crucial. For example, we have partnered with a company in the US to conduct assessments for all employees to identify gaps in cybersecurity skills. By aligning these findings with individual job roles, this enables us to tailor training programmes to address specific skill deficiencies, fostering professional growth and contributing to a more skilled and competitive workforce.; ; Customer support is another avenue where we make a positive impact. We do this by providing user training, onboarding, and transition training to ensure that customers can effectively utilize products and services. Ongoing support mechanisms and security awareness training contribute not only to customer success but also to the broader community's digital literacy and resilience against cyber threats.; ; In essence, First Stop IT’s approach to addressing economic inequality involves removing barriers to entry, upskilling the workforce, and actively participating in social initiatives. This allows us to make a meaningful impact on the communities we serve.

  Equal opportunity

  First Stop IT proudly stands as an Equal Opportunities employer, committed to fostering an inclusive and diverse workplace where everyone is afforded equal opportunities irrespective of age, race, gender etc.; ; Our Equal Opportunities policy aims to eradicate discrimination related to disabilities, sexual orientation, gender identity, race, sex, faith, age, social class, medical condition, part-time employment, marital status, and pregnancy. Both direct and indirect discrimination are acknowledged, and certain factors are recognised as protected characteristics under the Equality Act 2010.; ; Embracing diversity, our workforce includes individuals with disabilities and additional needs, such as Autism and Dyslexia. Our commitment to inclusivity extends to offering flexible working hours and a work-from-home (WFH) policy, allowing employees with disabilities to thrive in environments that cater to both physical and non-physical needs. For those with additional need we provide specialised equipment where needed (larger screens, orthopaedic chairs etc.) needed for a safe and healthy working environment.; ; At First Stop IT, we ensure that salary reflects capability and job role, and that everyone receives fair compensation regardless of personal differences. We prioritise health and comfort with stand-up desks available for individuals facing back pain, promoting a supportive and ergonomic workspace. To enhance mobility within the office, wireless headsets are provided, enabling employees to move freely while maintaining productivity. Our commitment to equality and inclusivity extends beyond rhetoric, creating a workplace where all individual’s unique strengths and talents are celebrated and accommodated.; ; Employees are encouraged to report instances of discrimination to the Managing Director or another Director, with the assurance that the company is committed to investigating such complaints quickly and sensitively. This comprehensive policy not only aligns with legal requirements outlined in the Equality Act 2010 but also reflects the company's dedication to creating a workplace culture that values diversity and actively opposes any form of discrimination.

  Wellbeing

  At First Stop, Mental Health and Wellbeing is at the forefront of everything we do. We understand the pressures of maintaining a work/life balance, therefore we allow 2 hours a week for staff to either start later/finish early, and this is paid. In addition to this, we give our employees 12 hours of ‘Health hours’ taken throughout the year when they need some extra time.; ; To promote positive physical health, we have purchased treadmills for people at home. We offer discounted gym memberships, and even discounted nutritional meal services e.g. HelloFresh, through PerkBox.; ; We offer PerkBox Medical allowing access to GP and counselling services. We are looking at implementing private health insurance in the next 12 months for staff. We are currently looking at implementing mental health first aiders.; ; We treat everyone individually with compassion and will work with customers to provide support including with payments to ensure our services are delivered with a stress-free approach.; ; To promote wellbeing in the local community we donate money to local schools and charities. One of our Directors runs the PTA committee fundraising events at a local school. This allows teachers and other staff to concentrate their efforts on other areas and not place too much pressure on themselves to run multiple events. This will take some of the pressure off them resulting in a happier work/life balance.; ; Travelling to and from work can impact our staff’s wellbeing negatively. We allow most of our staff to work from home to alleviate the stress of travelling. However, we are equally as aware that home life and working from home can also affect our staff’s wellbeing so we recognise when people need some interaction and support from others, and we would recommend they come into the office to work for a while.

Pricing

• Price: £45.00 to £65.00 a unit a month
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gemmas@firststopit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.