Managed services
A service desk with response times in writing
Service desk, monitoring and proactive maintenance with defined response commitments.
The problem
Small IT teams spend their time on interruptions. The work that would reduce future interruptions — patching, monitoring, documentation, capacity planning — is always next week's work, and next week has its own interruptions.
How we approach it
We take the interruption load: a service desk with defined response times, monitoring that catches failures before users report them, and the routine maintenance that otherwise never happens.
What we do not do is become an opaque dependency. Documentation, monitoring dashboards and ticket history stay accessible to you, so the relationship can be ended without an archaeology project.
What you get
- Defined response and resolution commitments stated in the agreement
- Monitoring with alerting before users notice
- Patch and update management on a schedule
- Asset and configuration documentation maintained
- Escalation path to specialists for complex issues
- Monthly reporting on volumes, trends and recurring causes
How the engagement runs
The sequence, and why each stage comes where it does.
Onboarding audit
Estate, systems, access, existing documentation and current pain points.
Tooling deployment
Monitoring agents, patch management and remote support tooling deployed.
Service definition
Response commitments, escalation path, in-scope and out-of-scope work agreed in writing.
Transition
Support handover with a period of overlap rather than a hard switch.
Steady state
Ongoing support with monthly reporting and periodic service review.
Technology we work with
Named so you can check the fit against your existing estate.
- Remote monitoring and management
- Ticketing platform
- Microsoft Intune
- Patch management
- Remote support tooling
Frequently asked questions
What response times do you commit to?
Do you replace our internal IT team?
Talk to us about it helpdesk & managed support
Tell us where you are now and what you are trying to reach. We will scope it honestly, including whether this is the engagement you actually need.