Managed IT & Support
Helpdesk, remote and onsite support, device management and preventive maintenance, with one team that knows your environment.
The problem
When IT support is everyone’s side job, problems wait. Laptops miss updates, the same faults come back, and nobody can say which devices you own or who can access what.
Signs you need this
- Staff lose time to the same IT problems every week
- Nobody has a current list of users, devices and licences
- Updates and backups happen when someone remembers
- Your IT knowledge sits with one person, or with a contact who has moved on
What changes
Fewer interruptions, and one place to go when something breaks.
- One place to raise IT requests
- Fewer repeat faults, because every fix is written down
- A current register of users and devices
- A monthly summary of the work done
How support runs
Requests, fixes, records and prevention, joined up so nothing depends on memory. Choose a part, or follow a request from the first email to the monthly summary.
Helpdesk
Logs every request, sets its priority by how many people it stops, and owns it until it’s fixed.
- Connects to
- Remote fixes, onsite visits, your other suppliers and the records.
- Why it matters
- One team owns the problem, so nobody in your business has to chase it.
What’s included
- Helpdesk for day-to-day requests and faults
- Remote support, with onsite visits arranged by location
- Device set-up, updates and retirement
- User accounts for joiners and leavers
- Preventive maintenance on a regular schedule
- Coordination with your other IT suppliers
Specific tasks
Every service, task by task- Helpdesk for everyday requests and faults
- Remote and onsite support
- New starter IT set-up
- Leaver offboarding and access removal
- Laptop and desktop set-up
- Email set-up and troubleshooting on devices
- Printer, scanner and peripheral set-up
- Software installation and updates
- Microsoft 365 and Google Workspace user support
- Account recovery
- IT asset register and lifecycle tracking
- Warranty, repair and replacement coordination
- Software licence tracking
- Preventive maintenance
- IT supplier coordination
- Hardware specification and buying advice
- Hardware refresh planning
- New office equipment planning
- Backup monitoring
What you receive
Written records you keep, whoever looks after your IT in future.
- User and device register
- Agreed support channel and response expectations in writing
- Record of every fix
- Monthly service summary
Monthly service summary
Support log
Specimen
SR-0141
- Raised by
- Finance lead
- Request
- Shared mailbox not updating
- What we did
- Mailbox permissions corrected
- Status
- Closed
SR-0142
- Raised by
- New joiner
- Request
- Laptop and accounts for start date
- What we did
- Laptop set up, accounts created
- Status
- Closed
SR-0143
- Raised by
- Reception
- Request
- Printer offline after a power cut
- What we did
- Printer address fixed and recorded
- Status
- Closed
How we deliver
Review
We review your current setup, users and devices.
Agree
We agree the support channel and response expectations with you, in writing.
Onboard
We bring devices and accounts under management and record them.
Support
We run day-to-day support, record every fix and report monthly.
Explore it yourself: the IT operations control room
Work five fictional incidents from report to record. Why priority isn’t complexity, a symptom isn’t a cause, and a closed ticket isn’t the same as a solved problem.
About 5 minutes an incident. Fictional data, in your browser, with nothing to sign up for.
Do you offer onsite support?
Yes. Remote support works wherever you are; onsite visits are arranged according to your location.
Can you work alongside our existing IT team?
Yes. For enterprises we add extra hands and specialist skills alongside an in-house team. For growing businesses we can act as the whole IT department.
How do we raise a request?
Through the support channel we agree at the start. It is written down, together with the response expectations.
How much does it cost?
It depends on the number of users and devices and the support you need. We quote in plain language after a free consultation.
Tell us what keeps getting in your people’s way.
Tell us where your technology stands and where you want it to go. We reply to every enquiry within one business day.