Managed IT
24/7 Help Desk Support
When something stops working, your staff need a person who can fix it — quickly, without a queue, and without explaining the whole environment first.
The problem
Waiting is the actual cost
The expensive part of an IT problem is rarely the fix. It is eight people unable to work while somebody waits for a callback that was promised as 'sometime today'. Most providers quote a response time verbally and never put a number in writing, because a verbal promise cannot be breached.
Our approach
Response times in the contract, not the sales pitch
Severity levels with committed response targets, written into the agreement. Critical means your business cannot trade and gets the fastest tier. You can hold us to it because it is contractual, and we report against it.
What you get
Included as standard
Not an upsell list. These are the things that make the difference between a service you pay for and a service that works.
- Committed response targets by severity, in writing
- Unlimited tickets — nobody hesitates to ask for help
- Remote resolution for most issues within minutes
- On-site engineers when remote will not do it
- Out-of-hours cover for genuine emergencies
- Engineers who already know your environment
- Monthly reporting on volume and response performance
- Direct escalation path that does not start at a call centre
How we work
What actually happens
- 1
Assessment
We document what you actually have — devices, servers, licences, backups and who has access to what. Most businesses are surprised by this list.
- 2
Stabilise
Fix what is broken or dangerous first: failing backups, missing MFA, unpatched machines, shared passwords.
- 3
Onboard
Monitoring agents, documentation, ticketing and a named point of contact. You get the runbook, not just the invoice.
- 4
Improve
Quarterly review against a written roadmap, so next year's spend is planned rather than reactive.
Technologies
What we build on
Vendor-neutral where it matters. We will tell you when the cheaper option is the right one.
- Ticketing and SLA reporting
- Remote support tooling
- Documented runbooks
- Asset inventory
Questions
Help Desk questions
Do we get a real person or a call centre?
A small team who know your systems. You will recognise the names, and they will not ask you to describe your server every time you call.
Is there a ticket limit?
No. Capping tickets teaches staff not to report small problems, and small problems are the early warning for large ones.
What counts as an emergency?
Anything stopping the business trading — email down, server down, suspected security incident, no internet at the main site. Those are defined in the agreement rather than judged case by case.
Related
Often paired with
Managed IT Services
Proactive monitoring, patching and unlimited help desk for a flat monthly fee — so problems are fixed before they reach your staff.
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Segmented networks and managed firewalls, so one compromised laptop cannot reach your servers or your card data.
Learn moreMicrosoft 365 Management
Licensing, migration, hardening and day-to-day administration of Microsoft 365 — including the security settings that ship switched off.
Learn more
Ready to secure your business?
A free assessment: we review your network, backups, Microsoft 365 settings and exposure, then hand you the findings in writing — whether or not you hire us.