Managed IT Support and Security Services

When your team needs help, they shouldn't have to wait on hold for a call centre. They should speak to someone who knows their name, their systems, and their history with us.

Our remote IT helpdesk provides:

• ●Unlimited ticket support during business hours (Monday - Friday, 8:30am - 5:30pm)
• ●Direct access to qualified engineers, not a call screening service
• ●Remote troubleshooting and resolution for most issues
• ●Third-party liaison when we need to work with your software vendors

Onsite engineering is available when remote support isn't enough. We'll come to you for hardware installations, network changes, or any situation that requires hands-on work.

Our technical support is designed to fit around your actual needs. We don't limit how often you can contact us.

At the core of our managed IT service is Remote Monitoring and Management (RMM). This is what gives us real-time visibility and control over every device we support.

Desktops, laptops, servers, and critical infrastructure are all monitored continuously. We maintain a complete, always-up-to-date IT asset inventory that includes hardware specifications, operating systems, installed software, patch levels, and device health — all automatically updated without relying on manual records or guesswork.

This means you get proactive management, not reactive support. Because every managed device is known, monitored, and controlled, we can:

• ●Ensure consistent patching and updates
• ●Enforce security baselines across your environment
• ●Track asset lifecycle and warranty status
• ●Respond rapidly to incidents with full system context
• ●Support compliance and audit requirements with accurate reporting

Every laptop, desktop, and server needs protection against malware, ransomware, and other threats.

We deploy and manage enterprise-grade Antivirus and Endpoint Detection & Response (EDR) solutions across all endpoints. With Microsoft-skilled cyber security analysts and SentinelOne-certified engineers, you get a fully managed, proactive service designed to reduce risk and keep your environment secure.

Antivirus/EDR Management

• ●Configuration and optimisation of security policies tailored to your environment
• ●Ongoing health, performance, and version management
• ●Best practices from Microsoft Defender and SentinelOne ecosystems
• ●Threat hunting and behavioural analysis to identify early indicators of compromise

Alert Monitoring

• ●24/7 alert visibility using advanced security dashboards
• ●Immediate triage and validation of security events
• ●Prioritised alerting based on severity, risk, and impact

Security updates and software patches need to happen regularly. But they also need to happen safely, without disrupting your business.

Our patch management policy covers:

• ●Operating system patching for Windows, macOS, and Linux servers
• ●Application patching for supported business software
• ●Scheduled patch windows that minimise disruption
• ●Testing and rollback procedures for critical systems

This is fully managed patching, not best-effort. We're accountable for keeping your systems up to date and secure.

Backups only matter when you need to restore something. That's why we don't just set up backups and walk away — we monitor them daily and verify they're actually working.

Endpoint Backups

For critical endpoints and systems running specialised software, we recommend and deploy a secure cloud backup solution. This creates a full disaster recovery image of the device.

Microsoft 365 Backups

Backups are configured for selected users to protect business-critical cloud data. This includes OneDrive files, email, and selected Teams data.

Server Backups

Server backups are performed at image level, so we can enact a full system restoration. All server backup services are fully managed by our helpdesk team, with daily monitoring and verification.

Backup retention periods and restore testing expectations are defined in your service agreement.

Good documentation means faster incident response, clearer audit trails, and reduced dependency on individual engineers.

Technical Documentation

We maintain comprehensive and up-to-date technical documentation aligned with Cyber Essentials and security best practice, including:

• ●Administrator Account Tracking
• ●Application Allow List Tracking
• ●IT Asset Inventory Tracking
• ●Incident Report Tracking
• ●Network Documentation

Environment Knowledgebase

Environment knowledge is securely stored within our ticketing system, linked to live support tickets, changes, and incidents.

When you come on board as a managed support client, you start with our Security Baseline — the minimum security standards required across all managed environments.

What's included:

• ●Multi-Factor Authentication (MFA) for all users
• ●Administrative account separation
• ●Secure, protected backups
• ●Baseline security hardening across identities, endpoints, and cloud services

This is mandatory for all managed service clients, delivered using the minimum supported Microsoft 365 licensing such as Business Premium or Business Standard.

You shouldn't have to become an expert in software licensing, vendor roadmaps, and technology procurement. That's our job.

License Optimisation

• ●Review of current licences against actual usage and business need
• ●Identification of under-utilised, duplicated, or unnecessary licences
• ●Forward-looking advice to avoid over-licensing while ensuring scalability

Renewal Management & Future Planning

• ●Tracking of renewal dates for licences and subscriptions within scope
• ●Annual review of renewals with optimisation recommendations
• ●Early visibility of vendor changes, pricing increases, or product deprecations