Who are Urban?

Urban Network are an innovative, refreshing and knowledgeable Outsourced IT Solutions Provider which was founded in 2002. We provide a trusted, competitive and impartial service to our wide range of customers throughout Greater London. With a comprehensive portfolio of managed cloud and on-premise services, and a team of talented IT professionals, Urban Network can deliver a complete IT solution to your business.

 

We are partnered with many ‘best of breed’ IT providers, and are accredited to offer fully managed services for any requirement. While delivering Enterprise level service, Urban Network retains a personal and bespoke feel to our solutions.

 

All our staff (in technical and non-technical roles) receive ongoing training, and are always kept on the cutting edge of the IT world. We believe in investing in our team, so that our customers receive a service they can depend on.

 

We remove the ‘IT speak’ wherever we can, to make our solutions simple and effective to use, while retaining a professional and intelligent core to our work. Our people are trained both to achieve the technical accreditations the IT world demands from vendors such as (but of course not limited to) Microsoft, Apple, VMWare and Cisco, right through to soft skills for service desk professionals. This thorough approach to our staff ensures our service levels are as high as possible, as we believe in providing the best Technical Customer Service there is.

 

Above all we are customer focussed, we listen to our clients, and provide solutions to the issues they have. We believe in our service, and look to develop the trust of those we work with in order to achieve the results our customers demand.

Our service values.

Do the right thing.

Even when no one is looking.

One team.

Single voice, same result.

Be ambitious.

Always learning, always improving.

Wow everyone.

Create amazing experiences, exceed expectations.

Never assume.

Test, confirm & demonstrate.

Celebrate success.

Always celebrate the wins, learn from everything else.

FREE PRACTICAL TECHNOLOGY ADVICE FOR YOUR BUSINESS

 

Get the most from your…

Remote Working

Working from home or remote working poses a particular set of challenges, many of which are different from the office setting challenges we face every day. In this series of blogs, we will be exploring some of these problems and hopefully, advise on how to solve some of these issues.

Meet some of our team.

Perry Ashby - CEO

Perry Ashby - CEO

Perry began his career in 1990 within the Telecoms industry, moving into the IT sector in 1999. Currently the Chief Executive of Urban Network, Perry is passionate about delivering great service, the foundation of which is to understand your client. He believes that working in partnership with clients provides a unique insight to deliver a professional, reliable and individual service. Working together to not only realise but further exceed their expectations and potential. An active member of many industry associations & groups, with previous roles as Vice-Chair of the global Computer Industry Association, CompTIA and holding a current position as The Network Group Chairman.
Stuart Willcocks - Managing Director

Stuart Willcocks - Managing Director

With over 15 years’ experience in IT and Telecoms, Stuart is the Managing Director of Urban Network, which he co-founded in 2002 with Perry Ashby. A strong customer focus, together with a passion for technology, Stuart’s vision is to oversee Urban Network’s continued growth delivering enterprise-class Managed IT Services.
Brendan Walsh - Technical Manager

Brendan Walsh - Technical Manager

Following 7 years in the Telecoms industry, Brendan joined Urban Network in 2006 as a Helpdesk Engineer. After working his way up to Professional Services Manager, Brendan oversees a team of engineers ensuring projects are delivered with a high level of professionalism and that our client’s needs are met.

Customer Care Policy.

Urban Network places our customer experience at the top of our service tree. We want to ensure that the experience that a customer has when using our service is of the highest quality, and that satisfaction is achieved through communication, expertise and a focus on understanding our client’s requirements.

  • Present ourselves in a professional manner, and to remain courteous and polite at all times
  • Meet our SLA’s to the absolute best of our ability
  • Communicate and update our customers
  • Remain calm and collected
  • Listen
  • Be transparent and honest
  • Hold ourselves accountable and take responsibility for what we don’t get right
  • To apologise if we get things wrong, and respond to the error
  • To use plain language wherever possible, so we communicate, rather than confuse
  • Uphold strictest confidence with any information or data we come into contact with from your business
  • Treat any feedback with respect, and deal with any negative feedback with humility, sincerity, and assurance of improvement
  • Ensure that we maintain our knowledge of technology as a whole, and your technology as an imperative
  • To deliver on our promises
  • To be treated respectfully
  • To be provided with everything we need to be able to help you as best we can
  • To receive your feedback, positive or negative, it’s how we learn.
  • To answer your call promptly with a human within 4 rings
  • To respond to any digital support contact within 15 minutes with an update
  • To follow up with you directly if you are not satisfied and you let us know within 2 working days
  • To arrive when we agree to, or communicate and explain when circumstances prevent this
  • To exceed your expectation of support or service
  • Respond to any written communication by post within 2 working days
  • Respond to any e-mail to our helpdesk or hello@ addresses within 2 working days
  • Perform regular account management with face to face engagement
  • Arrive appropriately attired to any customer site
  • Make sure that our principals are available to you to listen to your feedback
  • Measure and monitor our own performance KPI’s
  • Ensuring we deal with any feedback or issue that is brought to our attention
  • Continually training and investing in our people
  • By regularly asking you, our customers how we are doing through surveys

Corporate Social Responsibility.

At Urban Network, Corporate social responsibility (CSR) means embedding responsible and ethical principles in everything we do. Through our commitment to CSR, we seek to align our activities with the expectations of our employees, clients, suppliers and all other stakeholders and be aware of our economic, social and environmental impacts.

 

We believe our CSR policy is important in helping to motivate our employees by increasing their sense of pride in their place of work and their satisfaction that we as an employer are contributing to social, environmental, community and charitable activities. This approach also supports our growth and development plans by demonstrating to clients, staff and suppliers that Urban Network is a socially responsible employer with a genuine concern for the environment and the communities in which we operate.

Knowledge & Insights.

Partnered with global IT leaders.