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Qnetix Ltd

Service Desk

Qnetix delivers a UK-based Service Desk providing L1 to L3 support for users, devices, SaaS, identity and security. We handle incidents, requests and escalations with clear ownership, ITIL-aligned processes, proactive monitoring and reporting, helping organisations reduce downtime and keep teams productive.

Features

  • L1 to L3 remote technical support
  • End-user device and application support
  • Identity and access management
  • Joiners, movers and leavers management
  • Third-party vendor coordination and escalation
  • Proactive monitoring and patching
  • Security incident triage and remediation
  • Backup monitoring and restore support
  • Server and network infrastructure support
  • Monthly reporting with SLA metrics

Benefits

  • Faster issue resolution for users
  • Reduced downtime through proactive care
  • Clear ownership of support requests
  • Predictable costs and transparent scope
  • Improved employee experience and productivity
  • Better visibility of service performance
  • Lower security risk with timely patching
  • Consistent support quality across vendors
  • Scalable support as organisations grow
  • Access to expert guidance and best practice

Pricing

  • Education pricing available

Service documents

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 sales@qnetix.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

8 7 4 2 7 7 2 7 0 8 0 7 3 2 7

Contact

Qnetix Ltd Qnetix - Your Trusted Technology Solutions Partner
Telephone: +443333355673
Email: sales@qnetix.io

About the service

Service categories

Cloud Support Services

Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • Dispatch of service technicians and/or parts
  • End user training coordination
  • Other

Service scope

Service constraints
None

User support

Email or online ticketing support
Yes
Support response times
Response times are based on priority levels: P1 (Critical) within 4 hours, P2 (High) within 8 hours, P3 (Medium) within 2 business days, and P4 (Low/Requests) within 3 business days. This structured approach ensures urgent matters are addressed promptly while maintaining consistent service for all enquiries.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.2 AAA
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
No
Support levels
Support includes business-hours assistance and optional 24/7/365 support across all priority levels. Each customer is assigned a dedicated Technical Account Manager as the primary point of contact for service oversight, escalations, service reviews, reporting, and strategic roadmap alignment, alongside a dedicated Principal Engineer providing deep technical expertise, architectural guidance, troubleshooting, and direct incident resolution and optimisation support.

Supplier type

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Security Clearance (SC)

Pricing

Discount for educational organisations
Yes

Architecture roles

Enterprise architect
Role level UK Rate Offshore Rate
Lead enterprise architect £1,000.00
Principal enterprise architect £1,200.00
Solution architect
Role level UK Rate Offshore Rate
Solution architect £750.00
Senior solution architect £850.00
Lead solution architect £1,000.00
Principal solution architect £1,200.00
Technical architect
Role level UK Rate Offshore Rate
Technical architect £600.00
Senior technical architect £800.00
Lead technical architect £1,000.00
Principal technical architect £1,200.00

Cyber security roles

Cyber security audit and assurance
Role level UK Rate Offshore Rate
Lead cyber security audit and assurance £1,000.00
Principal cyber security audit and assurance £1,200.00

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2022 certification
No
ISO 9001 certification
No
Quality management systems (QMS)
Yes
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber Essentials Alternative
In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
Cyber essentials plus
No
Cyber Essentials Alternative
In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
Other security certifications
No

Social value

Mission: Kick start economic growth

To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce

Service documents

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 sales@qnetix.io. Tell them what format you need. It will help if you say what assistive technology you use.