Managed IT & support

Connected helpdesk and onsite expertise

The engineers who provide helpdesk assistance also attend onsite. This continuity helps your team explain problems once and gives technicians a more complete understanding of your systems.

Support plans with a practical scope

Different businesses need different levels of assistance. Discuss your users, applications, equipment and recurring issues with Prodigy so the scope of support can be agreed before you commit.

Documentation and ongoing care

Our approach includes system documentation and preventive maintenance options. Discuss what should be documented, which maintenance activities are included and how additional work will be handled.

When day-to-day IT needs a more organised approach

Support needs often become visible through small interruptions: a new employee cannot access an application, a shared resource is unreliable, or the same workstation issue keeps returning. Treating every request in isolation can make it difficult to see what needs attention across the environment.

An ongoing support arrangement gives the business a clearer way to request help and discuss recurring issues. It also creates an opportunity to separate immediate troubleshooting from maintenance, improvements and larger projects. Prodigy helps you work through those needs and agree what belongs in the service.

Put responsibilities in writing

Before choosing a plan, identify which users, devices, applications and locations need support. Confirm who can authorise work, how requests should be logged and which third-party suppliers remain responsible for specialist systems. These details help avoid gaps between the support you expect and the work that has been included.

Ask about service hours, prioritisation, onsite attendance, maintenance activities and how work outside the agreed scope is approved. A useful support plan is one your business can understand and use. Specific response commitments and inclusions should be confirmed in the service agreement.

Make staff changes easier to manage

New starters, role changes and departing staff all affect IT access. A planned approach makes it easier to gather the right requirements, prepare equipment and identify the accounts or shared resources that need attention. Discuss how these requests fit into your support arrangements and who provides the necessary authorisation.

Keeping an up-to-date view of the environment also helps when the business adds a location, changes an application or refreshes devices. Those changes can be reviewed against the existing support scope rather than assumed to be covered automatically.

Know when a project is the better answer

Repeated incidents may point to an underlying configuration, capacity or equipment issue. A support conversation can help establish whether a defined upgrade or migration should be planned instead of continuing with temporary fixes. Scope and timing can then be considered alongside the operational impact on your team.