End-user support

High-value, high-performing businesses need optimal uptime...

Your customers expect you to always be responsive, contactable and highly productive.

As specialists in End-user support services for organisations operating in the most demanding industry sectors, we understand that your business strategy depends on the highest response and resolution from a quality service desk. Valuable users need the support from a dependable, proactive and expert team to boost productivity and enhance your competitive edge.

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One size fits all? We don't think so...

To us, every client is unique and every service is bespoke.

Our experts will build and align a unique service model that reflects your business goals, people and environment.

We'll design and deliver a service that works seamlessly with your organisation - wherever and whenever you need it.

Service Desk

A full-service support solution to reduce downtime and improve performance levels of users across your organisation.

Built to a bespoke design based on detailed analysis of your service requirements and delivered to highest levels of security, best practice and ITIL standards.

We operate to a comprehensive SLA embracing an ethos of high availability, response and resolution, delivered in accordance with quality metrics.

With the support of a Plan-Net Service Desk, you can be assured your users can attain the higher possible efficiency.

Our Service Desk models are not just about fixing problems. We constantly improve the efficiency of your business with technical intelligence and analytics that drive continual service improvement.

We’ll continually review incidents, requests and event trends, then apply our insights to build knowledge and optimise performance.

The result? Your users can give more of their valuable time and expertise to your customers while your leadership team focuses on growth.

From the blog:

9 Ways to Increase First Time Fix - IT Support Best Practice-1
9 Ways to Increase First Time Fix
First Time Fix (FTF) as is a great service management metric, as it's the one that indicates the most gain in customer satisfaction if improved upon by the Service Desk.
Read blog post >
How to meet the support challenges of emerging technologies-1
How to meet the support challenges of emerging technologies

With greater demand for mobility and cloud based apps, new technology continues to create complexity in the workplace. This is both exciting and challenging for those of us in the IT space.

Read blog post >

Deskside Support

Where resolution of a user Incident and Request is just not possible on the Service Desk, you need to be able to rely on a visible, responsive and capable Deskside Service. This service component operates as a natural extension of your Service Desk, providing your employees with high-touch, visible support.

An effective Deskside service successfully manages priorities by providing rapid response and resolution to escalated Incidents, delivering user requests to agreed timescales and meeting schedules for Desktop project work.

Plan-Net is expert in designing and delivering high performing comprehensive Deskside services, combining these workflows together as the subject of a comprehensive SLA.

Our services cover Desktop software and hardware support, joiners and leavers, Desktop moves, end-user devices (including BYOD and printer estate), support of virtual environments and remote connectivity.

You expect maximum productivity from your high value users and an effective Plan-Net Deskside service, being the visible face of IT Support will enable this by working amongst your users.

24/7 Availability

For many businesses providing critical services to their customers, 9-5 no longer exists. Technology and workplace culture now allows increased flexible working in terms of locations and timing.

Those with global teams that operate in and across different time zones, international businesses with smaller satellite offices that find it uneconomic to provide local IT, or senior staff that need round-the-clock system access, we can provide 24/7 availability.

We provide a seamless extension of support to thousands of users across 30 countries and can help you extend your premium Service Desk service. Aligning with your existing SLAs and processes, we'll extend that support across time zones so that all users get the same high-quality service.

Our 24/7 Service Desk is different to many others in its bespoke integration into your business to ensure seamless alignment. This includes:

  • Full service integration with your IT support model, systems and processes.
  • Direct population of your organisation’s Service Desk tool and knowledge-base in real-time.
  • Fully secure remote access of your Service Desk tool.
  • No duplicate or off-site data storage required.
  • Bespoke SLAs applicable to your service.

Flexible On-site Support

In these rapidly changing times, high performing organisations need IT support capabilities that are agile and flexible, notwithstanding the on-going management challenge and distraction of staff turnover.

Needs and demands and support volumes fluctuate almost constantly caused the effect of adopting upgraded or new technology, service transition and changes.

By engaging Plan-Net's flexible on-site support services, you gain and adable IT support component with maximum control over your quality of service. The delivery of the agreed services will be managed by an experienced IT Service Delivery Manager who will work alongside your own support managers, understands your business, specific support requirements, share ITIL best practices and deliver a fit-for-purpose support service.

Our flexible on-site support services can be engaged on rapid delivery schedules and once established can be flexed up and down at short notice, or the skill content adjusted as required, depending on your changing requirements. The added value of peer-to-peer service deliver management leaves your own managers better placed to focus on their true remit - managing the service.

We’ll help you:

  • Reduce overheads by reducing in-house time and costs.
  • Take away the perpetual headache of staff turnover.
  • Manage peaks in demand with flexible support capacity.
  • Upskill your overall service without the training costs - our experts bring their skills to you.
  • Gain continuous service improvement against KPIs agreed by you.
infographic icon
Flexible on-site support infographic
Flexible on-site support from Plan-Net combines the control and stability of permanent staff with the flexibility of contractors, with the added features of a complete end-to-end service.
View the infographic >

Why choose Plan-Net?

We’re known for providing the best onshore talent, latest technology and flexible End-User Support. But those aren’t the only reasons our clients choose us.

  • 24/7 service excellence
  • Highest security levels
  • ITIL best practices
  • User satisfaction rates
  • Proactive and visible


It is a pleasure to work with Plan-Net. We wanted a ‘high-touch’ support team and they are consistently delivering this.

Roland D'Costa, Director of Global IT Service, 3i Plc


Sectors we work with


Plan-Net has been providing End-User Support services to the legal profession for 28 years.

Why do 14 of the top 15 UK firms choose to partner with us?

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Finance and banking

We know that service disruptions devastate reputations and revenues in your industry.

Plan-Net’s End-User services are designed to meet the demands in today’s compliance-driven finance sector.

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Media and publishing

Your business marches to the steady beat of “deadlines, deadlines, deadlines”.

You need a responsive and highly skilled support team to keep you delivering excellence around the clock. That’s what we do.

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Professional services

As a professional services business ourselves, we know what productivity means to your business...and your clients.

Our sector experience and IT support experts are ready to support your users as they grow your business.

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Some of our End-User Support clients

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Other services from Plan-Net

Project services

Project services

IT projects have become increasingly important for businesses that want to compete. As technology has become more complex, your in-house teams need specialist knowledge and experience to deliver on time, on budget, and on-point.

That’s where we come in.

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Consulting services

Consulting services

Analysis, design, and migration work. Refining procedures and recommending solutions. These are the building blocks of IT consulting. But we believe that a project isn’t complete until it’s been successfully implemented.

We’re here to take full responsibility from beginning to end.

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Infrastructure services

Infrastructure services

Cloud, mobility and other emerging technologies are changing the way your industry does business.

Our Infrastructure experts are ready to help with migrations, on-prem, cloud and hybrid solutions whether you need a transformation or ongoing management.

Find out more >