04
Help-desk support and IT administration for your team: devices, identities, Microsoft 365 or Google Workspace and the security basics, handled by engineers who fix the cause as well as the symptom.
You don't have an IT department, and you need someone who picks up, fixes it and explains what happened.
Sound familiar?
Your internal team needs overflow capacity: device enrolment, identity and access, Microsoft 365 or Google Workspace administration, and runbooks that are actually written down.
Sound familiar?
What you can hold the work to, in plain terms.
New starters receive a device that is enrolled, configured and secured before they open the box.
Offboarding revokes accounts, sessions and devices in one documented sequence.
Recurring issues traced to their cause and fixed at the root, rather than reset again next week.
Devices, licences, accounts and admin rights recorded, so the knowledge belongs to the business and not to one person.
Two lifecycles run side by side: the requests your people raise, and the devices they depend on.
Request lane: raise by email or portal into one queue; triage by impact and urgency; resolve through a consented, logged remote session; record in the ticket and the knowledge base; review recurring causes and fix them at the root. Priorities, with default targets for a first reply from an engineer: P1 business stopped, within 1 hour; P2 a team is blocked, within 4 hours; P3 one person slowed down, within 8 business hours; P4 a request or question, within 24 hours. Device lane: zero-touch enrolment with Windows Autopilot, Intune or Apple Business; hardening with MFA, conditional access, disk encryption and EDR; patching of operating system, apps and firmware on a schedule; retirement with remote wipe, licence reclaimed and the asset record closed.
The disciplines inside this service, and the detail we work to in each.
01
One email queue, answered by engineers during business hours and, where the agreement includes it, outside them, with every request written down in plain language.
02
Laptops and phones enrolled, configured and kept compliant from one console.
03
One identity per person, protected by MFA, with access granted by role rather than by request.
04
Tenant administration done properly: mail flow, sharing, licensing and retention.
05
The controls that stop the most common attacks, applied to every device.
06
The routines that keep a growing team orderly, written as runbooks so they work the same way every time.
Support works when everyone knows who answers what. The arrangement is chosen with you and written into the agreement.
| Arrangement | Fits when | Who does what | What is written down |
|---|---|---|---|
| Fully managed | Fits whenThere is no in-house IT, or one person does it on the side. | Who does whatWe are the help desk and the administrators. | What is written downRunbooks, admin accounts and an asset register, all in your name. |
| Alongside your IT team | Fits whenAn in-house IT lead needs depth, cover or extra hands. | Who does whatYour team keeps day-to-day ownership; we take escalations, overflow and projects. | What is written downWho owns each system, and how work passes between the teams. |
| Project | Fits whenA migration, a new office or a device refresh. | Who does whatWe deliver the project, then hand it back. | What is written downHandover notes and an updated inventory. |
Whichever it is, admin access goes to named engineers with multi-factor authentication, and is removed when the work ends.
Every stage ends with a document you keep and a gate you can check.
Devices, accounts, admin rights and who uses what, written down.
Exit gate: Every device, account and admin right accounted for.
You receiveInventory and access map
The baseline in place: MFA, device management, backups and patching.
Exit gate: Multi-factor authentication on every account, and every device enrolled and encrypted.
You receiveSecurity baseline report
Requests handled, prioritized and recorded.
Exit gate: Every request closed with notes someone else could follow.
You receiveResolved requests with notes
Patterns in the requests, and what would stop them.
Exit gate: Each recurring cause has an owner and a date to fix it.
You receiveRecommendations
Written down before work starts, so nothing is assumed.
The public frameworks we measure the work against, and the platforms we run it on.
A fixed, small first engagement, then the model that fits the rest.
A first engagement
A structured look at devices, accounts, email and backups, so the first month of support fixes what matters most.
Fixed price
Defined projects: a website, an assessment, a migration stage
One price for that scope
Time and materials
Ongoing improvement, support and discovery work
Billed for the time used
By default, an engineer replies to a P1 request within 1 hour, P2 within 4 hours, P3 within 8 business hours and P4 within 24 hours; the agreement can tighten these. Targets count to a reply from a person, not an automatic acknowledgement, and outside business hours they apply where the agreement includes after-hours cover.
Yes. Many teams use us for overflow, and for projects such as device management or a Microsoft 365 clean-up, while their own staff keep day-to-day ownership.
Yes. Macs are managed through Apple Business and a device management platform, alongside Windows devices in Intune.
Only tools from our approved list: licensed commercial software, or open source under a standard licence, never cracked or unlicensed. Each one is recorded in your documentation, remote sessions need the user's consent and are logged, and the admin accounts belong to your tenant, not ours.
Plain-language articles on it support, with their sources.
IT support15 min read
How AI smart home devices work, from learning thermostats to cameras and voice assistants, what they save, what data they collect and how to secure them.
Updated
IT support16 min read
Update an iPhone, iPad or Android phone from a Windows PC or Mac over USB, know when over-the-air is simpler, and update Windows, macOS and Linux safely.
Updated
IT support17 min read
Fix a slow Windows 11 PC by symptom: slow start-up, 100% disk, a busy processor, full memory, a slow browser or Wi-Fi, or slowness after an update.
Updated
IT support15 min read
What the iPhone 16 lineup introduced in 2024, how Apple Intelligence reached it, how it compares with iPhone 17, and how long Apple will keep it updated.
Updated
IT support16 min read
Measure first, then move the router, pick the right band and channel, update firmware, and add a wired access point or mesh node where one router cannot reach.
Updated
The same engineers answer for each of these.
Tell us what you run and what is getting in the way. You get a reply within 24 hours.
