IT Support
Level 1 to Level 3. One team, every fix.
One team covers all three support levels, from responsive helpdesk through to senior engineering. Proactive monitoring, clear SLAs, and honest reporting on how we performed against them.
Three Levels
Every issue has a home.
No bouncing between vendors and no dead-end tickets. Issues escalate inside one team until they're solved at the root.
Level 1
Helpdesk
First response for day-to-day issues like password resets, account access, email problems, software questions, and new starter setups. Answered quickly, by a person.
- Rapid-response service desk
- Account & access management
- Onboarding & offboarding
- Everyday software support
Level 2
Technical Support
Deeper technical work on devices, networks, and servers. Recurring faults, performance problems, configuration changes, and anything Level 1 escalates.
- Device & server troubleshooting
- Network diagnosis & fixes
- Application & integration issues
- Patch & update management
Level 3
Engineering
Senior engineers for the hard problems. Root-cause analysis, infrastructure changes, security incidents, and architectural fixes that stop issues recurring.
- Root-cause analysis
- Infrastructure & cloud engineering
- Security incident response
- Architecture-level remediation
Built In
Support that works before the ticket exists.
Proactive monitoring
Endpoints, servers, and services are monitored continuously. Many issues get fixed before anyone raises a ticket.
Clear SLAs
Defined response and resolution targets, with reporting that shows how we performed against them.
Security & patching
Managed updates, endpoint protection, and MFA enforcement are included in the service, not sold as extras.
FAQ
Frequently asked questions
Do you replace our internal IT or work alongside them?
Both work. We can be your full IT department, or we can provide overflow, after-hours coverage, and Level 2/3 escalation behind your internal team.
How do we raise a ticket?
Phone, email, or portal, whichever suits your team. Every request is logged, triaged, and tracked against SLA regardless of how it arrives.
Are we locked into a long contract?
No. Most clients start with a defined onboarding period, then roll on to monthly or annual agreements.
Can you support a mix of Windows and Mac?
Yes. We support Windows, macOS, and mobile devices under a single management and security setup. Mixed fleets are the norm now.