IT Support

My approach to IT support is built on the philosophy that the best technology is the kind you never have to think about. I move away from the traditional, frustrating "break-fix" model—where you only hear from IT when something is broken—and instead focus on proactive partnership. By utilizing 24/7 remote monitoring and automated health checks, I identify and resolve potential bottlenecks, hardware failures, or software glitches before they ever disrupt your workflow. My goal is to maintain a "silent" infrastructure that stays out of your way so you can stay focused on your business.

When issues do arise, I provide a high-touch, empathetic response that treats your team like people, not ticket numbers. I prioritize clear communication, ensuring that users are never left in the dark about the status of their request. Beyond just "fixing the problem," I look for the root cause to prevent it from happening again, and I provide the strategic guidance needed to ensure your hardware and software evolve alongside your company's growth. With me, IT support isn't just an insurance policy for when things go wrong; it’s a continuous investment in your team’s daily efficiency.

Support Highlights

• Proactive Maintenance: Automated patching, system updates, and disk health monitoring to prevent downtime.

• Help Desk Excellence: Rapid response times with a focus on resolving issues correctly the first time.

• Vendor Management: I act as your single point of contact, dealing with internet providers or software vendors so you don't have to.

• Strategic Roadmapping: Regular reviews to plan for hardware lifecycles and budget for future technology needs.

Case Study

​I spent a large chunk of my career in IT Service, running helpdesks across SMEs and large corporates, so I am well versed in service delivery and providing the best support possible for the end user.

I am able to react quickly and work with a user on a convenient time to connect remotely, or run through some options on the phone.

A recent incident involved someone being duped into a remote session with "Microsoft" and the sudden realisation that the person was in fact trying to gain access to the laptop illegally.

I gave the user advice to disconnect from the network/WiFi immediately, and I was close enough to collect the laptop the next day.  This gave me the chance to sweep the laptop for anything suspicious, checking the remote logs for any illegal activity.

I also took the opportunity to suggest a performance upgrade and with the client's agreement upgraded to a new SSD hard drive (ironically the performance or lack off may have been the primary reason nothing appears to have been compromised!