Pillar 01 · Managed IT & Support

Managed IT & Support

The helpdesk, every device and user, and the suppliers behind them, run by senior engineers under one agreement.

What it is

We build, maintain and keep improving the backbone of your business: the systems your people use every day. Based on a short assessment, we work to a simple, pre-agreed plan to suit your needs and budget, and become the single point of contact for everything IT, from the laptop that will not start to the supplier that will not answer.

We have worked this way since 2006, with a small number of clients rather than a large one. That is deliberate. It lets the engineers know each business by heart, which is what makes the helpdesk quick and the advice worth having.

What it is like

You ring, email or type into the portal. A senior engineer answers. If it can be fixed remotely, it is fixed there and then; if it needs someone on site, they come. In the background the routine work goes on: updates applied, backups checked, warnings acted on before they become faults.

When something bigger comes along, the same team plans it and does it. You are not handed to a projects department. The usual shapes: a move to the cloud, a new office or a move, a network or security rebuild, storage and email, phones and meetings brought into Teams, an old server retired. Where you already have an IT person, or another provider for part of the estate, we work alongside them.

The agreement

One agreement covers your sites, your devices and your users. It says what is included, what is not, and what happens when your business changes. There are no surprises on the invoice because nothing goes on it that was not agreed first.

Who it is for
  • →Companies of 10 to 200 people in London who want IT to stop being their problem.
  • →London branches of an overseas head office that needs a local team it can trust.
  • →Firms with one in-house IT person who needs second and third line behind them.
What is included

In plain words

  • A helpdesk with no first line: the person who answers is the person who fixes it
  • Every device, wherever it is: Windows, Mac, iPad, phone, printer
  • Remote first, on site when remote will not do
  • Monitoring around the clock, with known faults fixed automatically before anyone has to ring
  • Patching, updates and the routine maintenance nobody sees
  • A standing roadmap for your IT, reviewed with you, not a one-off plan
  • Support for every work pattern: office, home, hybrid, on the move
  • Third parties dealt with for you: line providers, software vendors, landlords
  • Projects, office moves and new starters, planned and done
  • Reporting you can read, and the hours you have used, visible in the portal
  • A flexible agreement that changes when your business does
In the portal

How it shows up day to day

Every ticket, device, licence and order is visible in the portal. You can raise a request in plain English, see who has it, and check the hours used against your agreement, without ringing anyone.

See the portal →

Senior engineer

Takes the call, fixes the fault, and tells you what changed and why.

Assistant

Logs the ticket, pulls the device's history, checks the licence and chases the parts order.

The same job, both sides. An engineer decides; the assistant does the running around.
2006
Established
20
Years, and counting
3
London-area offices
6
Regions with client sites
8
Services, one agreement

Live service numbers, measured weekly and dated, are coming to this strip. We publish nothing we have not measured.

Questions

Questions people ask

Do you have first-line engineers?
No. We never have. The engineer who picks up your call has years behind them and is expected to fix it there and then, not to log it and pass it on.
Do you cover out of hours?
Yes, by arrangement, at a rate agreed in advance. Most clients do not need it; the ones that do, know it.
Can you work with our in-house IT person?
Yes. That is a common shape: they handle the day to day and we are the second and third line, the projects and the cover when they are away.
What is not included?
Projects outside the agreement, hardware and software you buy, third-party charges and out-of-hours work, each quoted before it starts. Nothing appears on an invoice that was not agreed first.
What does the helpdesk actually do day to day?
The everyday things: faults fixed, access requests, new starters and leavers, printers and phones. Behind that, the devices: patches, upgrades, policies, an inventory and health check on every machine. Then the cloud: user management across Microsoft 365 and the other applications you run, file-sharing permissions kept tidy. And security: multi-factor sign-in, antivirus, updates for operating systems and applications, watched rather than assumed.
Is there a service level agreement, and how fast do you respond?
Yes. The agreement sets out response and resolution targets by priority, and we measure against them in the same ticket system you raise requests in. We will publish the measured figures on this site, dated, rather than quote a number from memory. Ask on a call and we will show you the current report.
Do you support Macs?
Yes. Macs, iPads and iPhones are set up, managed and supported alongside Windows machines, under the same agreement.

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