IT & NETWORK · MANAGED IT SUPPORT

Managed IT support, run to public sector standards

A helpdesk is only as good as what happens when something goes wrong at 9am on a Monday. We run 1st and 2nd line support to an ITIL-aligned model with strict, measured response times, not “we’ll get to it,” a defined priority framework you can hold us to.

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What’s included

1st & 2nd line support, run as one service

1st & 2nd line helpdesk

Day-to-day issues resolved at first contact wherever possible, with a clear escalation path for anything more involved, across Windows, iOS and Android; laptops, tablets, phones, SIMs, chargers and cases.

User & device management

Onboarding, offboarding, and everything in between, user ID and profile management through platforms like ManageEngine and Jamf.

SLA-backed response

Priority-based response and resolution targets, tracked against agreed KPIs, a measured service, not a best-effort one.

When it goes deeper than the helpdesk

3rd line support, without the “that’s not us” hand-off

Most managed IT providers stop at 2nd line and point you at the manufacturer once something needs real depth. We stay on it, either our own senior engineers take it further, or we bring in the right specialist partner and manage that relationship on your behalf, so you’re never left holding a case number and a phone number to chase yourself.

Senior engineers first

Complex network, server and infrastructure issues go to our own 3rd-line engineers before anyone else, most problems at this level are resolved without ever leaving the building.

Vendor & specialist escalation where it’s genuinely needed

For manufacturer-level faults or platform-specific issues, we escalate directly through our own established relationships with hardware and software vendors, a warm route into the right engineer, not a cold ticket into a generic queue.

One point of contact throughout

Whoever’s actually doing the fixing, the ticket and the relationship stay with us. You get one number to call and one team accountable for getting it resolved, end to end.

Who this is for

SME scale-ups and public sector bodies alike

Built for organisations that need dependable day-to-day IT support without carrying a full in-house team, SMEs past the point where informal “call someone when it breaks” support works, and public sector bodies that need a partner comfortable working to procurement frameworks and audited standards. We’re an approved supplier on Scotland Excel, see Partners & Frameworks.

Proof it works at scale

National device lifecycle & helpdesk support

CASE STUDY · MCCURRACH

McCurrach: National Device Lifecycle & Helpdesk Support for a Field-Based Workforce

McCurrach, one of the UK’s largest field marketing agencies, with hundreds of brand ambassadors deployed nationwide, representing some of the world’s biggest brands, needed a device lifecycle partner able to match that scale and spread.

Read the case study

End-to-end device lifecycle management, procurement, staging, hardware refresh, WEEE-compliant recycling, ongoing stock management, and 1st/2nd line helpdesk support covering Windows, iOS and Android, run as one continuous, ITIL-aligned service against agreed KPIs, delivered UK-wide through our own logistics and distributor relationships.

Questions we’re asked most

Answered plainly

What’s the difference between 1st and 2nd line support?

1st line handles day-to-day requests and known issues at first contact. 2nd line picks up anything needing deeper technical investigation, the two work as one service from the user’s point of view, with escalation happening behind the scenes.

What happens when an issue needs 3rd line support?

It doesn’t get handed off and forgotten. Our senior engineers take on what they can directly, and for anything that genuinely needs the manufacturer or a specialist partner, we own that escalation and stay the single point of contact until it’s resolved.