IT Support & Managed IT Services

Fully managed or co-managed

Fully managed: Cloud Agile runs your day-to-day IT within the agreed scope, from helpdesk and device management to maintenance and reporting. This suits organisations without an internal IT function, or those that want one accountable partner.

Co-managed: we add selected support capabilities alongside your existing IT team, such as first-line cover, third-line engineering or patching, without you giving up ownership of your internal IT function. Responsibilities and escalation paths are agreed in writing. See our co-managed IT service for the full set of modules.

We support organisations of any size, with no minimum or maximum. Each engagement includes only the capabilities you choose; not every service below is part of every package.

First-line helpdesk

Everyday user, application and device issues: password and access problems, Microsoft 365 questions, printing, software faults and routine service requests. We log, diagnose and resolve what we can, and escalate anything else through the agreed path.

In a co-managed arrangement, first-line support can be provided by Cloud Agile, retained by your service desk or shared. We agree which users, systems and request types are in scope, the service hours and response arrangements, and how tickets pass between teams.

• Agreed users, systems and request types in scope.
• Ticket logging, triage and resolution within the agreed scope.
• Escalation to second- or third-line engineering, your team or existing providers.
• Recurring-issue reporting so root causes can be addressed.

Second-line technical support

Escalated troubleshooting for more complex faults that need deeper investigation: recurring device or application issues, permissions, connectivity problems and configuration faults. Second-line engineers work through to resolution or pass the issue to third-line engineering with clear notes.

Third-line engineering

Advanced infrastructure, cloud, identity and technical escalations, plus planned changes and knowledge transfer. Our third-line IT support service describes how specialist escalation works alongside your team or another provider.

Microsoft 365 and identity

Tenant administration, user access, licences, and joiners and leavers, with identity controls such as MFA and Conditional Access maintained within the agreed scope. Moving into Microsoft 365 or between tenants is handled as a separate migration project.

Endpoint and device management

Deployment, configuration and ongoing administration of Windows, macOS and mobile devices, including policies, applications and device lifecycle within the agreed scope.

Proactive monitoring and patching

Monitoring, maintenance, remediation and reporting so problems are found and fixed before they disrupt people. Agreed coverage, change windows and exceptions are set out in our patch management service.

Network, server and cloud support

Agreed support for networks, servers and cloud platforms, including vendor coordination with internet providers, telephony and line-of-business application suppliers. Larger infrastructure changes are scoped through our cloud and infrastructure service.

Hardware procurement and deployment

Specification, acquisition, setup and lifecycle planning for hardware and licences, delivered through our IT procurement and licensing service. Onsite deployment is arranged in agreed locations.

Security operations coordination

Where it is part of the agreed scope, IT support connects with our cyber security, vulnerability management, SOC and backup and recovery services, so incidents and findings move between teams with clear ownership.

Hours, onsite visits and response commitments

Support hours, onsite availability and response commitments are set according to the service you agree with us. Standard cover is UK business hours; extended or out-of-hours arrangements can be agreed where needed.

Support is delivered remotely as standard, including for organisations operating internationally. Onsite visits are available in agreed locations around our Milton Keynes office and the regions listed below.