Challenge
Ad-hoc IT support had no ticket history, inconsistent laptop builds and no after-hours path for server alerts.
Approach
- Documented environment, escalation contacts and critical applications in week one.
- Introduced tiered help desk with agreed response targets and monthly trend reports.
- Standardised Windows 11 builds, Microsoft 365 onboarding and leaver checklists.
- Deployed server monitoring with 24/7 alerting for line-of-business systems.
Outcomes
- Repeat incidents reduced through patching and standards.
- Leadership receives monthly ticket and uptime summaries.
- New starters provisioned within one business day on average.
