Home / Managed IT / Endpoints, Mobility & Users
Section B · Services 05–07
Every device enrolled, secured and supported.
From first power-on to final wipe. Workstations and laptops kept healthy, patched, encrypted and protected; phones and tablets enrolled without a desk-side visit; and a tiered service desk behind all of it so every request has an owner until it is resolved.
Book a consultation →All managed IT services05 · Endpoint monitoring & management
Healthy, hardened and current — wherever your people work
The endpoint is where most incidents begin, and it is the asset most likely to be sitting in someone’s kitchen rather than your office. In scope: Windows, macOS, Linux and ChromeOS across laptops, desktops, workstations, thin clients, kiosks and IoT devices.
Healthy, hardened, current
- Agent-based monitoring of health, performance and hardware, including disk and battery health before failure
- Automated patching for operating systems and third-party applications, which is where most exploited vulnerabilities actually live
- Security baselines and hardening to CIS Benchmarks rather than factory defaults
- Disk encryption enforcement with BitLocker and FileVault, plus escrowed recovery keys
- Managed endpoint detection and response with alerts routed to a monitored queue
- Software packaging, deployment and licence tracking
- Hardware and software inventory that feeds the lifecycle plan
- Scripted maintenance and self-healing automation for the faults that recur
Fix it fast, wherever it is
- Remote support and remediation without waiting for the device to come back to an office
- Malware isolation, cleanup and device recovery
- Break/fix and hardware warranty coordination
- Lost or stolen device lock and wipe, with the encryption status on record
- Reimaging and rapid device replacement from a standard build
- Performance troubleshooting and tuning, rather than defaulting to a rebuild
You receive a patch compliance report, a hardware and software inventory, an endpoint health dashboard and an encryption status report. The encryption report is the one that matters after a device goes missing: it is the difference between a lost laptop and a notifiable data breach.
06 · Device enrollment & MDM
New devices configure themselves
Zero-touch enrollment removes the imaging bench and the desk-side visit. A device is bought through an authorized reseller, assigned to your tenant automatically, delivered sealed to the user, and configures itself the moment they sign in. For a distributed or hybrid workforce this is the difference between a same-day replacement and a week of shipping.
Enrollment
- Zero-touch for corporate-owned devices
- BYOD with work and personal data separated
- Kiosk, shared and dedicated device modes
- Wi-Fi, VPN, email and certificate profiles delivered automatically
Policy & compliance
- Passcode, encryption and OS version rules
- Jailbreak and root detection
- Access permitted only from compliant devices
- Compliance dashboards and drift alerts
Apps, updates & offboarding
- Managed app catalog and app protection policies
- OS update rings and deferral policies
- Remote lock, locate and wipe
- Retire, reassign and tenant release
The BYOD case deserves its own note. Separating work and personal data on a personally owned phone is not only a security control, it is a privacy control — it means a selective wipe removes company data without touching the owner’s photographs, and it means the organization is not collecting personal information it has no business holding. We configure that separation deliberately rather than enrolling personal devices into full management.
07 · End-user support
A service desk where every request has an owner
Most managed service relationships are judged not on architecture but on what happens when somebody cannot print. A tiered desk with defined escalation means a request is either resolved at first contact or handed upward with context, rather than restarted from scratch by whoever picks it up next.
Service desk
First contact, password and multi-factor resets, access requests and how-to help. The volume tier, and the one that sets the tone of the whole relationship.
Technical support
Advanced operating system, application and connectivity troubleshooting for issues that survive first contact.
Engineering
Root cause, infrastructure issues, vendor escalation and problem management — the work that stops an issue recurring rather than closing it again.
What is included
- User onboarding and offboarding, executed as a checklist rather than remembered
- Microsoft 365 and Google Workspace administration
- Line-of-business application support and vendor liaison
- Hardware and software requests
- Onsite dispatch and smart-hands support
How people reach us
- Phone, email, client portal and chat
- Remote and hybrid worker support
- Executive and VIP support paths
- Self-service portal and knowledge base
- After-hours and emergency support on 24/7 coverage
- Satisfaction surveys and ticket trend analysis
Offboarding is worth calling out separately. The single most common security gap we find during assessments is not a missing firewall rule — it is accounts, mailboxes, SaaS licences and VPN access still live for people who left months ago. Treating offboarding as a defined, evidenced workflow rather than an email to IT closes that gap permanently, and it shows up directly in identity and access governance.
Endpoint hardening baselines follow the CIS Benchmarks. Zero-touch provisioning for Windows devices uses Windows Autopilot.
What changes
The first ninety days on a managed endpoint estate
Organizations rarely move to managed endpoints because of a strategy document. They move because a laptop was lost and nobody could say whether it was encrypted, or because a ransomware scare revealed that patching had quietly stopped eighteen months earlier, or because the person who knew how everything was configured left. The first ninety days are mostly about replacing tribal knowledge with a record.
Find out what exists
Agent deployment and discovery almost always returns more devices than the organization expected, plus a set of machines that have not checked in for months. The gap between the asset list and reality is the first finding, and it is usually the largest.
Establish the baseline
Patch status, encryption coverage, endpoint protection coverage, local administrator rights and operating system versions are measured against a standard. This produces a prioritized findings report rather than a score, because a score cannot be actioned.
Close the critical gaps
Encryption enforced where it was missing, protection deployed where there was none, and the backlog of missing patches worked through in staged maintenance windows with rollback available at each stage.
Standardize
A standard build, a managed application catalog and update rings replace per-device configuration. New devices start arriving through zero-touch rather than passing across a bench.
Turn on the service desk
Users are told how to reach support, the knowledge base is seeded from the tickets already raised, and escalation paths are tested before they are needed rather than during an outage.
Steady state
Monthly reporting, quarterly review, and a lifecycle plan with dates and budget attached. The work shifts from remediation to prevention, and the measure of success becomes how few incidents reach a user at all.
Two things are worth setting expectations on. First, the findings report at week four is usually uncomfortable, and it should be — an assessment that returns nothing has not looked hard enough. Second, the patch backlog cannot responsibly be cleared in a single weekend on an estate that has drifted for a year; staging it is slower and it is how you avoid turning a maintenance window into an outage. Typical durations depend on the size and complexity of the environment, and we set them against what the discovery phase actually returns rather than against a template.
Questions we hear first
About endpoint and user management
Do you need to manage our staff’s personal phones?
No, and in most cases you should not want us to. BYOD is configured so that work data lives in a managed container and personal data stays out of scope entirely. A selective wipe removes company information and leaves the rest untouched. If a role genuinely requires full device management, that device should be corporate-owned.
What happens to a laptop that goes missing?
It is locked and wiped remotely where the device checks in, and the encryption status report tells you whether the data on it was protected at rest. Those two facts together are what your legal and insurance position depends on, which is why encryption enforcement is a standing control rather than an option.
Is endpoint detection and response the same as antivirus?
No. Traditional antivirus matches known bad files. Endpoint detection and response records behaviour, so an attack using legitimate tools still produces a signal, and it gives a responder the timeline needed to understand what happened. It only works if somebody is watching the alerts, which is why it is delivered alongside monitored security operations rather than sold as a licence.
Can you support users in other states or countries?
Yes. Endpoint and user support is delivered remotely, so location is a coverage-hours question rather than a capability question. Onsite dispatch and smart-hands support are arranged where physical presence is genuinely required.
How quickly can a replacement device be in a user’s hands?
With zero-touch enrollment and a standard build, a replacement ships directly to the user and configures itself on first sign-in, so the constraint is shipping rather than configuration. Without it, the device has to reach a technician first, which is the delay most organizations are actually experiencing.
See what is actually on your network
Most assessments start by finding devices nobody knew were there. We baseline the estate first — inventory, patch status, encryption coverage and account hygiene — then propose a plan against what we found.
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