Managed IT Services
We run the day-to-day so your team can work on what actually moves the business.
ExploreIT Support & Service Desk
Someone answers, and they know your environment
A service desk with defined response targets, remote-first resolution, and onsite attendance when the problem is physical.
Overview
Support is a process, not a phone number
Good support is mostly about what happens before anyone calls: a documented environment, monitoring that catches faults early, standard device builds, and a ticket history that shows what has already been tried.
When a user does log a call, it is triaged by severity against an agreed schedule, resolved remotely wherever possible, and escalated to the right specialist rather than passed around. Recurring issues are flagged for permanent fixes instead of being closed repeatedly.
Support can be provided as a standalone service, or as part of a fully managed or co-managed agreement.
What changes
Outcomes we are measured on
The point of the work, stated as results rather than product names.
01
Issues resolved, not just closed
Trend analysis so repeat incidents get root-caused and permanently removed.
02
Predictable response
Severity definitions and response targets agreed in writing, reported against monthly.
03
Fewer site visits
Remote support tooling and standard builds resolve the majority of calls without travel time.
04
Continuity of knowledge
Your environment is documented and shared across the team, so support does not depend on one person's memory.
Capabilities
What sits inside this practice
Capability areas we design, implement and support. Scope for any engagement is agreed and documented in writing.
Channels and access
How users reach us.
- IT Service Desk
- Email Logging
- Telephone Support
- Remote IT Support
- Onsite IT Support
- Client Portal (planned)
- Escalation Contacts
Service management
How work is handled.
- Incident Management
- Request Fulfilment
- Problem Management
- Change Management
- SLA-Based Support
- Priority and Severity Definitions
- Reporting and Service Reviews
Scope of support
What we cover.
- Desktops and Laptops
- Mobile Devices
- Servers
- Network Equipment
- Printers and Peripherals
- Microsoft 365 and Email
- Line-of-Business Application Liaison
- Vendor Management
How we deliver
A sequence, because order matters here
Each stage produces something you can review before the next one starts.
Onboard
Environment discovery, documentation, monitoring deployment and agreement of contacts and escalation paths.
Log
Users log calls by email or telephone; each is triaged and acknowledged against the agreed severity schedule.
Resolve
Remote-first resolution, escalation to specialists where needed, onsite attendance where the fault is physical.
Review
Monthly reporting on volumes, response performance and recurring issues, with agreed remedial actions.
Questions
The things people ask before signing anything
Standard support is Monday to Friday, 08:00 to 17:00 SAST. Extended and after-hours cover can be arranged as part of a managed service agreement — the specific hours and rates are set out in your service schedule.
A client portal is on the roadmap. Until it is live, calls are logged by email and telephone. This page will be updated when the portal is available — we would rather say that than publish a link that does not work.
Managed support is typically priced per user or per device with an agreed scope. Ad hoc support is billed by time. We will set out which model fits your environment during scoping.
We support the environment it runs in and act as your liaison with the application vendor. Where we have direct experience with a platform, we say so; where we do not, we manage the vendor relationship rather than pretending expertise.
Related
Usually discussed alongside this
End-User Computing
Devices that arrive configured, get supported quickly, stay secure, and get replaced on a plan rather than when they finally die.
ExploreInfrastructure Monitoring
Continuous visibility across servers, network, endpoints, backups and cloud, with alerts that mean something and reports you can act on.
Explore