Your users just want technology to work. We provide a UK-based service desk backed by proactive monitoring, patching, and clear ownership—so issues get resolved quickly and recurring problems disappear. You get a single support partner across Microsoft 365, endpoints, identity, and core infrastructure, with predictable service levels and regular reporting.
What you should expect:
Faster resolution and fewer repeat tickets
Clear SLAs and a consistent support experience
Strong security controls around support access
Visibility: trends, root causes, and improvement actions
A support model that scales as you hire and change
Service desk (remote support) + optional onsite support
Ticketing, triage, escalation, and supplier coordination
Endpoint monitoring + patching (Windows/macOS)
User onboarding/offboarding (starters/leavers)
Microsoft 365 user support (Outlook/Teams/SharePoint basics)
Device setup, policy enforcement, and standard configurations
Standard security hygiene: MFA enforcement guidance, secure remote tools, least-privilege support
Monthly service reporting + recommendations backlog
Onboarding (what happens first):
Discovery: users, devices, M365 tenant, key apps, current pain points
Baseline: monitoring/agent rollout, patch policy, support process
Stabilise: fix recurring issues, document environment, agree SLAs
Improve: regular reviews, reduction in ticket volume, roadmap planning
Email, portal, or phone – plus optional Teams-based support entry. Every request becomes a tracked ticket with updates and clear ownership.
Included: day-to-day user support, device issues, common M365/Google WorkSpace user support, monitoring/patching, routine admin tied to support, and supplier coordination.
Chargeable (usually): major projects (migrations, network rebuilds), large change requests, new site rollouts, and anything that materially changes your environment. We’ll be explicit—no surprise invoices.
We define SLAs by priority (e.g., critical outage vs standard request). You’ll get response and target restore times, plus escalation paths. The important bit: we report SLA performance monthly and fix the root causes driving breaches.
Yes, where it makes sense (hardware failures, office network issues, high-touch exec support). Most issues are resolved remotely faster; onsite is best used as an escalation or scheduled support.
Yes. We’ll troubleshoot first, then work with your vendors when it’s their platform. You shouldn’t be the go-between – we’ll coordinate and keep the ticket moving.
We use secured support tooling, enforce least-privilege access, maintain audit trails, and align with MFA/Conditional Access best practice. Admin access is controlled, logged, and removed when no longer needed.
We run a standard joiners/movers/leavers process and customise this based on your needs: account creation/disablement, device setup, access changes, mailbox/Teams/SharePoint basics, and documentation updates. Fast, repeatable, and auditable.
Typical onboarding is phased to reduce disruption: we stabilise support first, then tighten standards and security. We’ll agree the rollout plan up front and you keep full access to your tenant and systems throughout.