IT Support

Several changes to how UK organisations handle subject access requests are now in force under the Data (Use and Access) Act 2025. The most practical change is that organisations are only required to carry out reasonable and proportionate searches when responding to a SAR. The Act also puts the “stop...

Attackers are calling your staff on Microsoft Teams, claiming to be from IT support, and convincing them to hand over access to your systems. This is not a theoretical risk. It is happening to London businesses right now, and it is working. Teams-based helpdesk scams have become one of the...

Service Level Agreements are the backbone of any managed IT support arrangement. They define what you’re entitled to, create accountability when things fall short, and give both sides a shared language for discussing performance. Writing them for a single-location business is reasonably straightforward. Writing them for a business with offices...

Most businesses have some form of IT support in place. Fewer have a plan — a documented, structured approach that sets out what good looks like, how performance is measured, and what happens when things don’t meet the standard. The difference matters more than it might seem. Without a plan,...

Downtime is expensive. Whether it’s a server outage that stops your whole team working, a cloud platform that goes down mid-morning, or a security incident that forces you to take systems offline, the cost accumulates quickly — in lost productivity, missed deadlines, frustrated clients, and in some cases, direct financial...

A growing ticket backlog is rarely just an IT problem. It’s a symptom of something deeper — a mismatch between the volume and complexity of support demand and the processes in place to handle it. Left unaddressed, backlogs create a cycle that’s hard to break: unresolved tickets generate chase-up tickets,...

The term “fully managed IT support” gets used by a lot of providers, but what it actually covers can vary more than many businesses realise. Some providers use it to mean an unlimited helpdesk. Others build it into a comprehensive service that includes proactive monitoring, cyber security, cloud management, backup...

Choosing an IT support partner is a significant decision at the best of times. When you need that support to work consistently across multiple countries, the stakes are higher and the potential pitfalls are more numerous. Too many businesses sign up with a provider that looks impressive on paper, only...

When your business is small, break-fix IT can seem perfectly reasonable. Something stops working, you call for help, the issue gets fixed, and you carry on. It feels simple, and on the surface it can look cost-effective because you only pay when there is a problem. But as your business...