Support users where work is blocked
Triage and resolve remote issues involving supported devices, accounts, email, collaboration and agreed business applications.
- Known request and escalation route
- Remote diagnosis and follow-through
MANAGED IT SUPPORT FOR UK BUSINESSES
Everyday IT support with infrastructure depth behind it.
Give your staff one dependable route for help with accounts, supported devices, Microsoft 365 and agreed workplace systems. DC Core handles routine administration and remote troubleshooting, then follows issues into infrastructure or supplier escalation when the cause runs deeper.
Remote-first service; users, devices and supported systems are agreed before handover.
ONE ROUTE FOR EVERYDAY IT
Less interruption for your team. More consistency around every request.
The support boundary is based on a known inventory and named approvers. That makes straightforward requests faster, sensitive changes safer and third-party issues easier to follow through without pretending every system is controlled by DC Core.
Keep access changes controlled
Complete authorised user, group, mailbox and application-administration tasks against documented customer approvals.
- Joiner, mover and leaver tasks
- Microsoft 365 administration in scope
Look after supported endpoints
Use a defined endpoint baseline for inventory, monitoring, updates, security configuration and remote troubleshooting.
- Routine device health and maintenance
- Clear replacement and warranty boundary
MANAGED CAPABILITIES
A support layer around the technology people actually use.
Coverage is assembled from the users, endpoints and services relevant to your organisation. Items outside that inventory remain with your team or their current supplier until explicitly added.
Review the operating controls →- 01
Remote help and incident triage
Collect useful context, diagnose supported problems, restore normal use where possible and keep ownership visible through escalation.
- 02
User and access administration
Carry out approved account creation, role changes, group membership, resets and removal across agreed services.
- 03
Microsoft 365 and workplace support
Support agreed tenant administration, email, collaboration and user issues while separating customer licensing and policy decisions.
- 04
Endpoint health and maintenance
Maintain inventory and apply the agreed patching, security and configuration baseline to supported laptops and desktops.
- 05
Supplier and infrastructure escalation
Identify whether a fault belongs to connectivity, hardware, a cloud provider or another application supplier and coordinate the next technical step.
SECURITY IN DAILY SUPPORT
Routine IT work should reinforce the control environment.
User support touches identities, devices and business data. Administrative actions therefore follow the agreed approval path, and endpoint controls are applied only to the systems included in the service.
Strong account controls
Support multi-factor authentication, appropriate roles and documented recovery across agreed services.
Approved user changes
Use named customer approvers for joiners, leavers, privilege changes and access to sensitive systems.
Known device baseline
Track supported devices and apply agreed patching, endpoint protection and secure-configuration expectations.
Security-aware triage
Recognise when a request may be an account compromise, malware event or wider incident and route it appropriately.
Plan for account and data loss
Separate ordinary troubleshooting from recovery controls, retention and backups that require explicit design.
No invisible transfer of risk
Record which controls DC Core administers and which remain with the customer, software vendor or connectivity provider.
ONBOARDING PROCESS
Make the environment supportable before making promises.
Onboarding turns undocumented knowledge into a usable service boundary. The goal is a stable first scope, not an overnight claim to every device and application.
- 01 / DISCOVER
Map users and systems
Inventory supported people, devices, accounts, workplace services, business applications and existing suppliers.
- 02 / BASELINE
Identify risk and inconsistency
Review access, device condition, account practices, recurring issues and any urgent support or security gaps.
- 03 / DOCUMENT
Agree the runbook
Define request routes, customer approvers, priorities, supported systems, maintenance expectations and escalation owners.
- 04 / OPERATE
Support and improve
Handle requests, maintain the agreed baseline and use recurring issue patterns to recommend practical improvements.
SHARED RESPONSIBILITY
Support works best when approval and ownership are visible.
DC Core can become the first technical route without becoming the employer, application owner, hardware manufacturer or connectivity provider. The service schedule records the actual split.
| Area | DC Core | Customer |
|---|---|---|
| Users and requests | Triage, remote diagnosis, resolution and recorded escalation for agreed services. | Accurate requests, user availability, business priority and prompt incident reporting. |
| Identity and access | Authorised administration within supported workplace systems. | Employment status, access approval, role decisions and timely joiner or leaver notification. |
| Endpoints | Remote support and agreed monitoring, maintenance and security configuration. | Physical custody, damage, procurement decisions and devices outside the supported inventory. |
| Microsoft 365 and applications | Administration and troubleshooting included in the service scope. | Licensing, data ownership, business configuration and excluded applications or integrations. |
| Third parties | Technical triage and coordination with named suppliers where authorised. | Supplier contracts, warranties, provider-side service levels and commercial escalation. |
RELATED NEEDServers, networks and hosted workloads require an infrastructure scope as well as user support. See Managed Infrastructure or combine both services under one agreed operating model.
SUPPORT MODEL
A remote-first service with a defined working window.
Standard support is available Monday–Friday, 08:00–17:00 UK time, excluding UK public holidays. Any scheduled site work or critical incident handling outside those hours is defined in the managed support arrangement.
Standard managed IT support
User requests, non-urgent faults, approved administration and remote device troubleshooting are triaged during UK business hours.
- Remote-first support route
- Scope-based administration and maintenance
Agreed exceptions and escalation
Where required, scheduled site work, hardware handling or critical out-of-hours escalation can be documented separately rather than assumed.
- Clear location and access expectations
- Contract-specific critical coverage
COMMON QUESTIONS
Managed IT support FAQs.
Bring a rough user count and a list of the systems people rely on. Discovery can fill in the missing details.
What does managed IT support include?
The service can include remote user support, account administration, Microsoft 365 and agreed workplace-system support, endpoint inventory, maintenance, security configuration and coordination with named suppliers. The exact users, devices and services are recorded during onboarding.
Does DC Core support Microsoft 365?
Microsoft 365 support can include agreed tenant administration, user and group changes, email and collaboration troubleshooting and supplier escalation. Licensing, business policy and access approval remain with you unless explicitly included.
Is the service remote or on-site?
The standard service is remote-first. Any scheduled site work, hardware handling or location-specific coverage is agreed separately so that travel, access and responsibility are clear.
What are the managed IT support hours?
Standard support is Monday–Friday, 08:00–17:00 UK time, excluding UK public holidays. Critical incident handling outside those hours is available where it is included in a managed support arrangement.
How is managed IT support different from managed infrastructure?
Managed IT support focuses on people, endpoints, accounts and workplace systems. Managed infrastructure focuses on servers, hosted workloads, networks, monitoring and platform operations. They can be combined where one operating model is useful.
DEFINE THE FIRST SUPPORT SCOPE
Tell us who needs help and what they use.
Share your approximate user and device count, workplace platforms, locations and recurring support problems. We will map what can be supported remotely and identify any areas needing a separate arrangement.