Helpdesk & Support
One number to call, and it is answered by an engineer.
Most managed support is structured to close tickets cheaply, which is why the first person you reach is the person least equipped to help you. We staff it the other way round: the engineers answering are the ones who know your estate, and the measure that matters is whether the same thing breaks again next month, not how fast the ticket was marked resolved.
- No scripted tier before a fix
- Engineer-firstNo scripted tier before a fix
- Estate written down and kept current
- DocumentedEstate written down and kept current
- Repeat faults fixed, not reclosed
- Cause-trackedRepeat faults fixed, not reclosed
Sounds like
You might recognise one of these.
We call, we explain it to someone reading a script, and then we wait to be escalated.
The same printer, the same VPN, the same failure, every single month.
Nobody has written down how any of our systems fit together.
Our IT is one person, and they are on holiday.
What this includes
The work, specifically.
Not every engagement needs all of it. This is the range we cover and what each part is actually for.
Service desk
Phone, email and chat, answered by engineers with access to your documentation and your estate. No first-line tier whose job is to take a message.
Onboarding and offboarding
A repeatable path for a new starter to have every account, device and permission on day one, and for a leaver to lose all of them the same afternoon.
Documentation of the estate
What you own, how it connects, what depends on it, and who the vendor contact is. Written down, kept current, and yours.
Recurring-fault elimination
Tickets are grouped by cause rather than counted. Anything appearing three times becomes a fix rather than a routine.
Vendor management
We deal with your line providers, software vendors and warranty processes so your team is not the one sitting on hold.
What you get
Deliverables, not documents.
- A documented estate: assets, dependencies, vendors and licences
- Onboarding and offboarding runbooks, exercised rather than written
- A monthly review naming recurring causes and what was done about them
- Named engineers who know your environment
Shapes
How this usually runs.
Estate review and takeover
2–3 weeksWhat you have, what state it is in, what is unsupported, and what has to be fixed before anyone can responsibly agree to support it.
Managed support
OngoingDay-to-day service desk for your team, with the documentation and the recurring-fault work included rather than billed as projects.
Tooling
What we build it with.
No tool here was picked because it was new. Where we do reach for something novel, it is in one place, for a stated reason, and it is written down.
- Service management
- Remote support
- Identity
Proof
Where this has been done.
Questions
Helpdesk, honestly.
We have not published one yet, and we would rather say that than print a number nobody has agreed to be measured against. Response targets are set in the service agreement for your estate, and they are the first thing we would expect you to hold us to.
More often we work alongside them. An internal person who knows the business and a team who can cover depth, out-of-hours and holiday is usually a better arrangement than either alone — and it is the arrangement that stops one person being a single point of failure.
Yes, and most of what we support we did not build. The estate review exists to find out what condition it is in first; occasionally it turns up something unsupportable, and we say so before signing rather than after.
Often paired with
Next step
Tell us what’s breaking.
Forty-five minutes, no charge, no deck. We’ll tell you what we’d do, what it would likely cost, and whether you should be building this at all.