IT Support

How to contact the KTS service desk and what to include in your ticket

Summary This article explains how to contact the KTS service desk, the information we need to help you, and how to make sure your issue is picked up and prioritised correctly. Who this is for Anyone who needs to raise a support request with KTS, whether you are a day-to-day user or a designated IT contact for your business. When to use this article Use this whenever you need to report a fault, ask for a change, or request help with any KTS service, and you want your ticket handled as quickly as possible. How to contact the KTS service desk You can reach the service desk in any of the following ways: - Use this support portal click the live chat icon in the bottom right corner. If you are not sure which contact method applies to your organisation, ask your internal IT contact or your KTS account manager. What to include when you raise a ticket The more context we have at the start, the faster we can help. Please include: 1. Your full name and the name of your organisation 2. The device, account, or service affected — for example laptop hostname, user email, phone extension, or site name 3. A clear description of the problem, including what you expected to happen 4. Exact error messages or screenshots where possible 5. When the issue started and whether it is happening for anyone else 6. Any recent changes, such as a password reset, new device, or office move 7. How urgent the issue is for you and how many people are affected 8. The best contact number and times to reach you What KTS will do next Your ticket will be logged, acknowledged, and assigned a priority. A service desk engineer will contact you to confirm next steps, request remote access if needed, or schedule a visit if the issue cannot be resolved remotely. When to contact the service desk Contact the service desk as soon as an issue affects your ability to work, or as soon as you notice something unusual on your device, account, or network. Do not wait for the issue to get worse.

What Managed IT Support includes and who it is for

Summary This article explains what KTS Managed IT Support is, what it typically covers, and how it differs from ad hoc support. It is designed to help you understand the scope of your service and where to go for help. Who this is for Business owners, office managers, finance contacts, and any end user who wants to understand what their Managed IT contract with KTS includes. What Managed IT Support usually covers Managed IT Support is a proactive service where KTS takes ongoing responsibility for the health of your IT environment. A typical managed service includes: - A service desk for day-to-day user issues - Remote support for laptops, desktops, and mobile devices - Remote monitoring of key devices and systems - Patch management and security updates - User account creation, changes, and leavers - Basic Microsoft 365 or Google Workspace administration - Standard endpoint security tooling - IT documentation and asset records - Regular service reviews with your account manager The exact inclusions for your organisation are set out in your service agreement. If you are not sure what is in scope for you, ask your account manager. What is usually not included as standard Some things are handled separately or as project work, for example: - Office moves or new site builds - New hardware purchases - Major software rollouts or migrations - Third party vendor escalations outside your core systems - Out of hours work unless explicitly agreed These can still be delivered by KTS, but usually sit outside the day-to-day managed support scope. Ad hoc support vs managed support Ad hoc support means you contact KTS only when you have an issue, and work is charged on a per-incident basis. Managed support is a continuous service with agreed coverage, proactive monitoring, and a single point of contact. Managed customers typically see fewer surprises and faster response times because we already know your environment. Ad hoc support is typically priced with a much higher cost due to the lack of retainer. When to contact the service desk Contact the service desk any time you have a question about whether something is covered, or when you need help with a user, device, or system issue.