One place where your people report every IT problem — with guaranteed response times, evenings and weekends included. We take the first line, your IT team goes back to the work you hired them for.
This is not about replacing your IT team. It is about taking the routine off them.
One to three people who were hired for projects spend their days resetting passwords and hunting for printers. Not because they cannot do more — because the day is gone.
Shift work, hotels, retail, or a team spread across time zones. When something breaks at 10pm, waiting until morning costs money — and building your own night shift is not viable.
Each location handles IT its own way, nobody knows what happens where, and the recurring problem never gets fixed because nobody ever sees the whole picture.
Alongside IT services we run our own network as an internet provider. Round-the-clock shifts are not something we would set up for your contract — they are already paid for by another part of the business.
| Priority | Response | Updates |
|---|---|---|
| Critical | 15 minutes | every 30 minutes |
| High | 30 minutes | every 2 hours |
| Normal | 2 hours | daily |
| Low | 4 hours | as required |
Indicative figures. Exact targets and the service window are set to match your operation and written into the SLA.
Nothing stays in someone's head or in a chat thread. Everything is logged and traceable.
Phone, email or portal — always one point of contact. Even a phone call becomes a ticket, so there is a record of it.
We set the priority and establish the scope — one user, one department, or everyone. That determines how fast it moves.
Most cases we close ourselves using agreed procedures. Anything beyond first line goes up with the full picture attached — not with "it does not work".
The ticket stays ours even after escalation — we track it, keep the user informed, and close it only once they confirm. The fix goes into the knowledge base.
A clear boundary from day one serves both sides. Here is ours.
We do most of these — but as separate services with their own rules, rather than quietly folded into user support.
Tell us how many users you have, where they sit and when you need cover. We will come back with a proposed scope and an indicative price.
Frequently asked
The service desk is your first line of support — one place where staff report problems, and which either resolves them or passes them on with the groundwork done. It differs from full IT management in that it does not touch infrastructure or make technology decisions; that stays with your internal IT, or with us under a separate arrangement. Companies bring us in when their IT team spends its days resetting passwords instead of delivering projects.
We work with a four-level priority matrix. Critical incidents that stop operations get a response within 15 minutes and regular updates until resolution. Routine requests are answered within hours during the agreed service window. Exact targets go into the SLA based on what your operation actually needs — committing to something we cannot hold is in nobody's interest.
Yes, and it comes naturally to us. Alongside IT services we run our own network as an internet provider, which means we staff on-call shifts around the clock. An engineer available at 11pm or on a Sunday is not something we would have to build for your contract — the shift is already there. We set the staffed and on-call split to match your operation.
Yours, if you already run one — we plug into it and your data stays with you. Or ours, where you get your own environment, access for your people and monthly reporting. Every request is logged as a ticket, including the ones that arrive by phone, so there is always a record of who did what and when.
Tickets opened and closed, broken down by site, department, category and priority; response-time performance; first-contact resolution rate; reopened and ageing tickets; recurring problems and what we suggest doing about them. It is a document for making decisions, not a timesheet.
Weeks rather than months, depending on the size of the estate. We need to map your systems and contacts, configure ticketing, priorities and SLAs, write procedures for the common cases, arrange access and train the team. Before go-live we run test incidents including escalation, so the first real outage is not the first rehearsal.
Yes. Alongside standard corporate systems we work with hospitality platforms — with Mews at integration level, not merely as users. That shows up in how many incidents we close ourselves instead of escalating, because we can tell whether the problem affects one user, one property, or the whole service.