Service
Managed IT and helpdesk
Day-to-day support for your people and the systems they run on, with one accountable owner.
The problem
Things we hear in the first call.
“Something is always broken, and nobody can tell me why.”
“We open a ticket and then hear nothing for three days.”
“Someone left in March and their accounts are still active.”
What we do
Staff helpdesk
One channel for requests, named engineers who learn your environment, and response targets defined by severity rather than by hope.
Endpoint management
Laptops and phones inventoried, patched, encrypted, and enrolled before they reach a desk.
Identity and access
A written joiner, mover, and leaver process. Multi-factor authentication everywhere. Admin rights only where the job requires them.
Monitoring and patching
Servers, network hardware, and backups checked on a schedule, with alerts routed to a person instead of a shared inbox.
Vendor coordination
We deal with the internet provider, the phone system, and the line-of-business software vendor so your team does not spend the afternoon on hold.
Documentation
Runbooks for the failures that recur, so the knowledge stops living in one person's head.
How an engagement runs
Durations are typical for a company of 10 to 250 people. Scope is confirmed before anything starts.
Discovery
We inventory what you have, who touches it, and where the risk sits. Nothing changes yet.
Stabilize
The recurring failures go first: backups, patching, identity hygiene, and the one device everybody has learned to work around.
Transition
We take over support formally, publish the escalation path, and show staff how to reach us.
Steady state
Support runs to agreed coverage. We meet quarterly to review tickets, open risks, and spend.
What you get
Documents and access you keep, whether or not the engagement continues.
- Asset and license inventory
- Access matrix by system and role
- Runbook library for recurring issues
- Monthly ticket and trend report
- Named escalation path with coverage hours
- Quarterly service review document
Common questions
Usually not. Most of our managed clients have one internal generalist who is stretched thin. We take the repetitive load and the out-of-hours risk so that person can work on the projects that need company context.
09:00–19:00 Central European Time (03:00–13:00 US Eastern), on business days. That window covers European working hours in full and the US morning; anything arriving outside it is answered the next business day. We do not advertise round-the-clock cover, because a small senior team cannot honestly staff it. How out-of-hours incidents are handled is written into the agreement before we start.
No. We are vendor-neutral and rip-and-replace is rarely worth what it costs. We document what you have, then recommend changes one at a time, each with a reason you can weigh.
There is no long lock-in. The notice period is short and stated in the agreement, and the documentation is yours: inventory, runbooks, and credentials handed over in a form another provider can use.
The same way as staff in an office. Devices are enrolled and patched wherever they are, access depends on the account rather than the network, and support reaches people through the channel they already use.
Find out what is actually breaking.
A 30-minute call, no obligation. Send a request and we confirm a time by email within one business day.
Book a consultation