How we work


What to expect from First Line IT

Services from First Line are based on ITIL processes and are underpinned by investment in market leading service management and remote support tools.

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Our clients say…

“Whenever I have a question I can ask someone at First Line, and it’s reassuring to feel I have that knowledge behind me

Barklay Saunders
Deadline Dispatch

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ITIL best practice framework

ITIL (the ‘IT Infrastructure Library’, check out the Wikipedia page on ITIL) is the international best-practice framework for IT support businesses. Our Head of Client Services, Ned Wells, is an accredited practitioner and is using this knowledge to help us design our services and the procedures that underpin them.

We are able to offer this level of service as a result of our investment in FootPrints and LANDesk software.

Web based service management

‘Footprints’ is a web based service management application that helps us to manage your issues more professionally, and to measure and report on our performance.

Powerful remote support tool

We’ve recently upgraded our remote access software to TeamViewer. This means it’s even easier for us to access all the computers on your network, including servers, PCs and Apple Macs, without having to leave our office.

Read more about TeamViewer here.

And… First Line is accredited by Microsoft

We’re also a Microsoft Certified Partner: proof of the quality of our work and the level of our engineers’ training.

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