IT support
Day-to-day support for endpoints, identity, mail and office networking.
Who this is for: Small and mid-sized offices with no internal IT team, or one person who is stretched too thin.
What we support
A helpdesk your team actually gets through to.
Included
Work covered under this service, whether as a one-off request or on retainer.
- Helpdesk support over email, phone or ticketing
- Endpoint setup, patching and endpoint security rollout
- Active Directory, Microsoft 365 and Google Workspace administration
- Network, firewall and VPN configuration for offices and remote staff
- Onboarding and offboarding checklists that actually get followed
Common problems
If any of these sound familiar, this is the right service to raise a request against.
Users cannot sign in, or sign-in works only from some locations
Mail delivery problems affecting one mailbox or the whole domain
VPN connects but internal resources stay unreachable
Shared drive or printer access broken after a change
Devices out of date with no visibility into patch status
What troubleshooting includes
Evidence we gather before proposing a change. What is available varies by environment.
- —Authentication logs and sign-in failure reasons
- —Group membership and effective permissions
- —Client-side network path — DNS, routing and firewall rules
- —Endpoint patch and agent status
How an engagement runs
The same path every support request follows, regardless of which service it lands under.
Submit issue
You describe the problem, the environment and the impact.
Initial assessment
We review the environment and whatever evidence is available.
Investigation
An engineer investigates the affected infrastructure.
Remediation
Appropriate changes are made, with a rollback path where possible.
Verification
System behaviour is validated after the change.
Resolution and notes
You receive the outcome and the relevant notes.
Raise a request against it support.
Describe the environment and the symptom. Pricing is confirmed in writing before any work starts.
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