Managed IT Support
Managed IT support transition for a 180-seat charity
Took over from an outgoing provider in three weeks with no loss of service and a measurable fall in repeat faults.
The challenge
The outgoing supplier held all documentation and admin credentials. Tickets routinely aged past a week and the same faults recurred every month.
Our approach
- Credential recovery, documentation rebuild and asset audit in the first fortnight
- Service desk with contracted response times and a named escalation route
- Root-cause reviews on the ten most repeated tickets
- Quarterly technology roadmap sessions with the leadership team
Results
18 min
Average first response
-61%
Repeat incidents in 6 months
3 wks
Full transition time