Service desk
Your users contact one team by phone, email or portal, with agreed response and resolution targets.
How we work
A clear, structured way of looking after your IT
From the first conversation to ongoing service reviews, with clear service levels throughout, you always know what's happening, who's responsible and what comes next.
Our process
Four stages to IT that just works
Discover
We learn how your organisation works, review your current IT and agree what success looks like.
1
Onboard
A structured onboarding documents your systems, sets up monitoring and introduces your team to ours.
2
Support
Your users get a responsive service desk while we keep systems secure, patched and maintained.
3
Improve
Regular reviews and a technology roadmap keep your IT moving forward with your business.
4
Working with us
What you can expect from our service
A consistent service model, whichever of our services you choose.
Proactive operations
Monitoring, patching and maintenance carried out in the background, before issues affect your teams.
Account management
A dedicated account manager who understands your business and coordinates everything we do for you.
Reporting
Clear service reports showing tickets, trends, security status and recommendations.
Service reviews
Regular review meetings to look back at performance and plan ahead together.
Projects and change
Upgrades, office moves and new systems delivered as managed projects with clear scope and milestones.
Service levels
Service levels: clear priorities and response targets
Every request is prioritised by its impact on your business. These are our standard first-response targets during helpdesk hours (Monday to Friday, 08:00 to 18:00, excluding bank holidays). Resolution objectives and any enhanced cover are confirmed in your proposal.
P1
Critical
30 min
Complete outage affecting most users, loss of a business-critical service, or a severe active security incident.
P2
High
1 hour
Material degradation affecting multiple users or an important business function.
P3
Medium
4 hours
A single-user issue or non-critical problem where the business can continue.
P4
Low
1 day
Administrative requests, planned changes, installations and general questions.
Onboarding
A smooth start, without disruption
Changing IT provider can feel daunting, so we make it straightforward. We document your environment, take over from your previous provider in an orderly way and make sure nothing is missed.
Your team is introduced to how our service desk works, so everyone knows exactly who to contact from day one.
Ready to see how we'd work together?
Tell us about your organisation and we'll put together a proposal built around your needs.