Our Managed IT Services
IT Support Desk
IT Field Service
Data Management
365 Days of IT Support
We're available when you need us most
Industry Leading SLA Adherence
Maximising operational uptime
First-Time Fix in the Field
Fully stocked on-vehicle spares is key to our success
Dynamic Service Management
Reactive management delivers consistent, high-quality service
Enhancing Your IT Support 365 Days a Year
IT support desk services tailored to your exact requirements
Our UK-based IT Support Desk team are industry specialists. From initial triage and diagnosis by our 1st-line team to escalation to our 2nd-line support team where required, we can adapt to suit your requirements.
We deliver real-time performance outputs and in-depth analysis through data-driven reporting. Our account management team work with you to interpret the data and formulate constructive action plans to continually improve service delivery.
Out of Hours (OOH) IT Support Desk
We provide the OOH extended cover across various systems, ensuring your users have support outside the usual Monday to Friday, 9am to 5pm work hours, reducing costs and providing business efficiencies.
We integrate seamlessly into your support team, providing an extension to your IT support desk. We remotely raise and manage tickets either utilising your current support IT systems or through API integration into our internal IT support systems. Our technical, industry-experienced teams are knowledgeable on a wide range of EPoS software and systems and PC IT support.
IT Support Desk in Numbers
365
Operational days per year
3500
Customer sites supported
5762
Hours of cover per year
98
SLA adherence
Mobile Device Management (MDM)
Software is constantly changing, requiring continuous updates for software releases and constant device management. MDM solves these challenges, reducing site visit costs and increasing efficiency, allowing you to focus on your business operations.
MDM enables swift deployment of new software and ongoing remote device management with real-time location tracking. Operating system updates can be held until impacts are tested, and software releases can be scheduled for deployment and are fully auditable. MDM also provides enhanced security for all devices, including mobile phones, tablets, laptops, and PCs.
Remote Software Deployment
We provide an extended service to implement remote software deployments ranging from changes in software providers for Payment devices to software version upgrades where an MDM is not in place.
Remote deployment offers cost benefits and reduced deployment schedules by removing the requirement of a site visit.
Field Service
With Field Service Technicians strategically located to provide full UK coverage, our on-vehicle spares methodology delivers an unrivalled field service model that assures a first-time fix on-site, delivered by directly employed and highly skilled and trained workforce.
Cutting-edge systems provide a real-time view of on-vehicle stock levels, Technicians' locations and availability, allowing dynamic routing to resolve calls with maximum efficiency, ensuring SLA adherence.
Field Service in Numbers
365
Operational days per year
100
UK and Ireland coverage
98
SLA adherence
100
First-time fix in the field
Data Management
The Data Management Service provides ongoing maintenance of products and prices on retail systems after an estate has been installed. This includes the creation of promotions, site specific and seasonal menu changes. Where stock is implemented it can include cost prices, delivery units, units of measure and count units. The service includes the testing of data and the transmission to sites.
Managed IT Services Testimonials
nGeneration has delivered improved quality and reduced costs to Marston’s in our IT delivery and support. We have used nGeneration as our principal service partner for our EPoS systems since 2009. nGeneration has managed and deployed the new systems with precision and professionalism. The biggest impact on our business has been their excellent support services. Their help desk and nationwide field engineers have always exceeded their SLA targets. Their model of using well-trained engineers who carry the right parts delivers first-time fixes and has dramatically reduced business disruption from EPoS failuresSteve Russell
Systems Development Manager - Marston's
We work in partnership with Marston's to provide IT Support Desk and Field Service
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I have thoroughly enjoyed working with nGeneration in the past few years, you have always been my favourite supplier thanks to your helpfulness and passion for delivering great service. All the people whom I crossed paths with have been a pleasure to work with and I would like to thank you all for helping us get something perceived horrible by the wider business to a solid and liked serviceLaszlo Ujj
IT Service and Support Manager - Caffe Nero
We work in partnership with Caffe Nero to provide IT Support Desk and Field Service
Contact usAre you looking for a better support partner?
Our fully managed IT services minimise business disruption, so your operators can focus on what they do best.