Manage
Service desk
Your people write or call, and an engineer who knows your setup picks it up and stays with it until it’s fixed: no first level, no ticket passed along.
The engineer who answers is the one who fixes it.
Most IT support starts with a first level: someone who takes your request, reads from a script and passes it on. At a firm where a stuck laptop on deadline day costs billable hours, that layer costs more than it saves. Our service desk has none. The engineer who picks up your request can see your setup and its history, works on it until it’s fixed and brings in a specialist when it needs one. Once you’re working again, we look for the cause and change what caused it, often with a script, so the same request doesn’t come back next month.
How it works
Fix fast. Solve deep. Prevent for good.
Three stages, always in this order: first your people are working again, then the cause goes, then it stays gone.
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One request, one engineer
By email, phone or chat, your request lands with an engineer who can fix it. The same person stays with it until it’s done and tells you what changed.
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Your setup, on screen
Every system, account and dependency of your firm is documented where our engineers work, so nobody has to ask you how your IT is built before they can help.
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Senior escalation, not a queue
An urgent problem goes to a senior engineer, not to the back of a ticket queue. When something breaks on deadline day, the person who knows your setup decides, and your TechPilot makes the call.
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The cause, not just the symptom
Once you’re working again, we look for what caused it. Then we change it, often with a tested script, so the request doesn’t repeat on the next device or in the next month.
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Service hours in your contract
Our service hours are Monday to Friday and stand in your contract; within them, an engineer answers. Outside them, as agreed in your contract, at a cost agreed in advance.
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What we see, you see
Every request, what we did and what it cost go into the monthly report, one page in plain language, checked by your TechPilot before it reaches your invoice.
On record
In your documentation and the monthly report.
- Every request: who asked, what we did, when it was closed
- The causes we removed, so they don’t come back
- Changes to your setup, written into the shared documentation
- What the month cost against the frame, before it reaches your invoice
One page a month: what happened, what we fixed, what’s coming and what it cost.
What usually goes wrong with a first level.
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Reading from a script
The person who answers can’t see your setup, so the first twenty minutes go on questions you’ve answered before. Your people stop calling and work around the problem instead.
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The ticket passed along
Each handover loses context. By the third queue, the request is a number, and nobody owns it.
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Fixed today, back next month
A symptom patched by hand returns on the next device. Without the cause removed, the same request comes back with a new number.
Also under Manage
- Devices and workstations Every laptop and workstation built the same way, kept current and watched centrally.
- Microsoft 365 Accounts, licences, Teams, SharePoint and Entra ID, administered in your own tenant.
- Joiners and leavers The right access on day one, gone on the last day, by script, so nothing is forgotten.
- Printers and plotters Office printers and large-format plotters deployed straight to the devices that need them.
- Licences and vendors Microsoft licences sized to your people, and one call for every vendor your IT depends on.
- The first 30 days Access secured, what we find documented, every system on the monitoring, then a welcome review.
Questions we get
How do our people reach the service desk?
By email, phone or chat, whichever suits the moment. Every way in lands with an engineer who can fix it. Your TechPilot keeps the overview, so nothing falls between the cracks.
Do you answer outside office hours?
Our service hours are Monday to Friday and stand in your contract; outside them, as agreed in your contract, at a cost agreed in advance. We don’t claim coverage we can’t staff, so what you read here is what you get.
Will the same engineer always look after us?
The engineer who picks up a request stays with it. Across requests you’ll meet a small group of people who know your setup, because it’s documented where they work, and your TechPilot knows your firm by name.
What counts as part of the monthly frame?
The agreed scope: your people’s requests, the routine work and the monitoring behind it. Anything beyond it runs on the same price list, and if a month is going to run over, you hear it from us first.
Start
Who picks up when your people call today?
In a first call we go through how requests reach your IT today, what keeps coming back, and what a service desk without a first level would change for your firm.
- No first level
- No surprises
- Pilot before you buy