Welcome to Reflective IT
Your quick-start guide to our Service Desk and key contacts.
Our promise to you
Since 2003 we've been making IT effortless for small and growing businesses, giving you access to experienced technical and business specialists who understand your environment, your users and your needs. We work closely with you to deliver a service tailored to your business, and we hold ourselves to it:
Tip: bookmark this page and share it with new starters. It covers everything they need to get comfortable working with us.
The top 5 things you need to know
New to Reflective IT, or just need a quick reminder? Start here.
Something urgent? Call us
Phone 0207 317 4535 (Mon-Fri, 8am-6pm) for anything stopping you working: no internet, a server down, or several people affected. Your ticket is logged and prioritised straight away.
Everything else? Email us
Email support@reflectiveit.com at any time. You'll get a ticket reference by return, so you can track your request.
Look for the red 'R' icon
The Reflective IT icon in your system tray (next to the clock) lets you raise a ticket from your desktop in a couple of clicks, and lets us support your device quickly.
We'll always ask before connecting to your screen
If an engineer needs to see your screen, they'll call or email you first and send you a ScreenConnect link or code. Only accept a remote session you were expecting from Reflective IT.
We will never ask for your password
Our engineers will never ask you to share your password by phone or email. If someone claiming to be us does, hang up and call us back on 0207 317 4535.
How to log a support ticket
Every request becomes a ticket with a reference number, so nothing gets lost. Choose whichever suits you:
0207 317 4535
Best for urgent issues. Mon-Fri, 8am-6pm.
support@reflectiveit.com
Best for detailed or non-urgent requests. Email any time.
From your desktop
For Windows, right-click the Reflective IT icon next to your clock (click the up arrow to show hidden icons). For Macs, click the icon in your menu bar. Then select Raise a ticket.
Help us fix it faster: what to include
- What's happening, and what you were trying to do
- When it started
- Any error message (a screenshot is perfect)
- How many people are affected
What our Service Desk will do for you
- Record and track every issue you report
- Give you a ticket reference number straight away
- Escalate your issue if needed, in line with our procedures
- Keep you updated on the progress of every open ticket
- Agree with you that an issue is resolved before closing it
- Spot recurring issues and flag any training needs
Getting your device set up
Three quick set-up steps keep your devices secure and let our team help you quickly.
Reflective IT agent (Datto RMM)
This is the red 'R' in your system tray. It keeps your device monitored and up to date, and lets you raise tickets in a couple of clicks.
- Download for Windows Download for Mac
- Open the downloaded file and follow the prompts.
- Look for the red 'R' next to your clock - that's it.
Not sure if it's installed? Look for the red 'R' in your system tray, or call us and we'll check.
Remote support (ScreenConnect)
When an engineer needs to see your screen, we use ConnectWise ScreenConnect, a secure remote support tool.
- Your engineer will call or email you first.
- Go to reflectiveit.screenconnect.com or click the link they send.
- Enter the code your engineer gives you, then run the small download.
- Click Allow when asked. You can see everything the engineer does and end the session at any time.
Only ever join a session you were expecting from Reflective IT. If in doubt, call us on 0207 317 4535.
Device security (Intune Company Portal)
Any laptop, tablet or phone you use for work email or company data needs the Intune Company Portal app. It keeps company data protected and gives you your work apps.
- Click Search, open the Microsoft Store and install the Intune Company Portal app.
- Sign in with your work email address and password.
- Download and run the Intune Company Portal installer, or install it from the App Store.
- Sign in with your work email address and password.
- Open the App Store, search for and install the Intune Company Portal app.
- Sign in with your work email address and password, then follow the on-screen prompts.
Using a personal phone? Your company can only see and manage work apps and data, not your personal photos, messages or browsing.
What happens after you log a ticket
How we handle your request
Every incoming ticket is triaged and allocated to the most appropriate member of our team, who will contact you and work with you to reach a resolution as quickly as possible.
You don't need to choose a priority: we assess each request based on the impact on your business. Telling us how many people are affected helps us get it to the right person faster.
What this means for you
As a Reflective IT client, here's what you can expect day to day:
One dedicated team
You're supported by a Service Desk that gets to know your environment, your users and your needs - not an anonymous rotating queue.
Fast response times
Every ticket is triaged and prioritised the moment it lands, so it reaches the right person quickly.
Proactive monitoring
We monitor for issues before they become a ticket, and flag training or education needs we spot along the way.
Support wherever you work
Phone, email or the red 'R' - log a ticket the way that suits you, from any device, wherever you're working.
Secure and compliant by design
As an ISO 27001, ISO 9001 and Cyber Essentials certified provider, information security is built into how we handle every request.
Feedback that drives improvement
We ask for feedback every time a ticket closes - it's how we've earned our Feefo Platinum Trusted Service Award.
Our Service Desk team is chosen for its customer service and communication skills as well as its technical expertise. We'll always talk to you in plain English.
Your key contacts
Every client has a dedicated Technical Account Manager, who meets with you regularly to review your service and plan what's next for your IT. For day-to-day issues, always contact the Service Desk first.
What our clients say
We ask for feedback every time we close a ticket - and we read every response.
I can honestly say that Reflective IT are the best outsource company I have ever had the pleasure of using.
REFLECTIVE IT CLIENTThe staff are always understanding and very helpful, thank you!
REFLECTIVE IT CLIENTCommunications providers often make the end-to-end process so time consuming and complex. Fortunately we haven't had to deal with any for the last few years thanks to Reflective IT's oversight!
REFLECTIVE IT CLIENT
certified
Thank you for choosing Reflective IT. Since 2003, we have worked with our clients at every stage of the IT services lifecycle, and we're proud to have guided them through their digital journey - helping them grow, transform and improve the way they work, while delivering an outstanding, personal and cost-effective service. We look forward to building a great relationship with you and your team.
- David Hartup, Reflective IT
Frequently asked questions
Do I need to choose a priority when I raise a ticket?
No. We set the priority based on the impact on your business. Just let us know how many people are affected.
Can I email outside office hours?
Yes. You can email support@reflectiveit.com at any time and your ticket will be logged. Our phone lines are open Monday to Friday, 8am-6pm.
I can't see the red 'R' icon. What should I do?
Click the small up arrow next to the clock on your taskbar to show hidden icons. If it's still not there, give us a call and we'll check your device.
How do I know a remote session is genuine?
We'll always call or email you before connecting, and you'll be given a code. Never accept a remote session you weren't expecting - if in doubt, hang up and call us on 0207 317 4535.
Who do I speak to about a new project or service?
Talk to your Technical Account Manager, or email sales@reflectiveit.com.
Where can I find your service terms?
Our Master Agreement sets out the terms of our service.
Tell us how we did
After each ticket closes you'll get a short Feefo email. Your feedback keeps us improving, and it's why we hold the Feefo Platinum Trusted Service Award with a 4.9/5 rating. Until 17 December, every review also enters you into our Christmas prize draw.
Call the Service DeskRead our Master Agreement
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