“IT support companies just sit around waiting for calls, right?” Not quite.
At Press Start, there’s a lot more going on behind the scenes than most people realise. Our engineers are constantly working to keep our clients running smoothly, preventing problems before they even happen. From proactive patching and monitoring to refining our internal processes. Behind every smooth-running business is an IT team that’s already solved the problem.
Proactive by design
We don’t wait for issues to come in. Preventative work is one of the most valuable services we offer. Take early 2025, for example, there was a nationwide outage caused by Draytek routers. We’d already identified the risk, applied patches, and as a result, none of our clients were affected.
Behind the scenes, our certified technicians dedicate time each day to monitoring, analysing trends, and responding before problems escalate. We also have automated remediation in place: intelligent automation that detects and fixes issues in real time -without the need for human intervention.
“If we’re doing our job well, you don’t notice us – and that’s the point. Our best work happens before you even know there’s an issue.”
Justin Chapman, Managing Director at Press Start
Built on process
Everything we do is driven by process. Every task is assigned to a ticket. Every ticket follows a procedure. That means your service is consistent, no matter which engineer you’re working with.
We’re a collaborative team, too. If one of our engineers finds a faster or more effective way to solve something, they share it. That way, the entire team is always working with the best tools and knowledge to support our clients.
Prioritising what matters most
Our engineers triage their tickets based on impact and severity, ensuring we are responding in line with our clients needs. Which issue has been open the longest? Which client is facing the most disruption?
Which client is facing the most disruption? Which issue needs to be deal with most urgently? For example, if someone can’t access Zoom and has a vital supplier meeting in 15 minutes, that would take precedence over a user that’s unable to print but is going on holiday for two weeks. It’s about understanding your business needs – not just fixing machines.
Fast, personal support
We aim to resolve as many requests as possible on the first touch, and we’re currently resolving 60% of all support tickets on first contact. For those situations that require boots on the ground, our on-site support, from our base just outside Bury St Edmunds, ensures a rapid, in-person response when it matters most.
Strategic IT support
We’re not just here to fix things, we help your business grow. As part of our commitment to transparency and value, we hold periodic Technology Strategy Meetings (TSMs) every 3 to 6 months for clients who choose to take part. During the TSMs, we analyse your current setup and highlight any expected costs for the next 12 months, whether it’s a printer nearing end of life or upcoming Microsoft subscription renewals.
No hidden costs. Just clarity, planning, and advice on how technology can support your success.
At Press Start, we’re more than a helpdesk – we’re your technology partner.
We’re here to help your business thrive in a digital-first world, with secure, dependable IT support that works as smart as you do.
Ready for IT support that actually supports your business?
Let’s talk. Whether you want to prevent problems before they start, improve your current setup, or just get clear, transparent advice – we’re here to help.
