Beginnings

Starting my career in engineering, I identified my passion and aptitude for problem solving. I enjoy working through logic problems, often bringing a different perspective to traditional solutions. In engineering, the immediate focus is on getting systems back up and running as quickly as possible to limit disruption, then later identifying and resolving the root cause to prevent future issues. After a few years, I decided to change course and expand my interest in IT, noting that my problem-solving approach seamlessly transferred to this industry where diagnosing, planning, and resolving problems are key.

 

From Interest to Career

I began working in a small IT team in a distribution company as first line support. Due to my efficient work ethic and commitment, I was promoted to team leader within a few months and became manager within the first year delivering multiple projects. I then worked in various capacities, from direct employment to outsourcing, and eventually started my own company in 2013. My business plan was considered so impressive and comprehensive at the time that I was awarded the Young Entrepreneur award.

 

A New Vision for Outsourced IT

My experience in outsourced IT revealed a system where customers were often treated as just numbers, being passed from one engineer to another. In fact, when working as a senior engineer, I was reprimanded for being too efficient and finishing a job ahead of schedule! Charging for more time than was necessary was just one of the mentalities I was frustrated with and so I founded Prime Support & Services to offer a different kind of service. At Prime, we provide packages to suit all needs, from hardware to complete managed services and everything in between. We assign each client a primary engineer to provide a consistent point of contact rather than assigning a ticket number, ensuring personalized and efficient support without hidden charges.

 

Customer Satisfaction

Prime have a proud history of strong client retention; our very first client has been with us from the start! All our clients have come to us via word-of-mouth referrals – a fact that often amazes competitors! Our quick response is one of the benefits we are known for, our engineers are never more than a phone call away.  You’re given a Direct phone number to your primary engineer and you can call, email, WhatsApp or even make smoke signals we will always respond quickly with most being answered immediately.

 

In short if you call up, you will get directly through to your engineer who can help you, you don’t need a ticket number, you don’t need to explain the history and you will understand what they are saying to you

 

Our SLAs response times range from as quick as 15 mins, with an engineer onsite within 2 hours. Our efficiency and personalisation cannot be matched by many of today’s organisations.

 

Building Strong Partnerships

I am a certified partner with industry giants like Microsoft, Dropbox, HP, and Monday.com. These collaborations, along with partnerships with other tech specialists, have helped us expand our knowledge and offerings, and build strong relationships within the tech community.

 

Specialising in the Finance Sector

We specialise in the finance sector, navigating FCA regulations and meeting the high demands for zero downtime. We understand “time is money” for our clients so we offer 24/7 support to ensure our clients can meet their deadlines. We also have valued clients in the compliance, legal, manufacturing, education and construction industries.

 

Next Steps

We have many exciting plans for the future and are eager to showcase how new developments in the IT sector will enhance the workplace. Our goal is to leverage these advancements to support our clients and contribute to the growth and success of their companies.

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Get in Touch

We look forward to working with you, get in touch and see how Prime Support and Services can assist you today

Steven Gillard

Managing Director