- HELPDESK & SUPPORT
What your support service covers
Innessco is the first point of contact for your firm’s IT environment. Partners, lawyers and staff can contact us for support with systems, users, devices, security, backups, office connectivity and day-to-day application questions. We manage the path to resolution, whether the issue sits with Innessco, Microsoft, your practice management vendor, a print provider or another supplier.
PLATFORM
Platform Management
Innessco manages the desktop environment your firm relies on each day, whether that is Cloud PC or Managed PC.
- Environment configuration, monitoring and performance management
- Azure server infrastructure management for Cloud PC clients
- Office connectivity and printing infrastructure support
MICROSOFT 365
Microsoft 365 Management
Innessco manages Microsoft 365 as part of your service, including users, mailboxes, licensing, security settings and day-to-day administration.
- Tenant administration, licensing and configuration
- Mailbox, shared mailbox and access management
- Teams, OneDrive, SharePoint and Office settings
RECOVERY
Backup & Recovery Support
Innessco monitors backup health and helps recover systems and data when something is lost, deleted or affected by an incident.
- Backup failure alerts reviewed and followed up
- Lost file and email recovery requests handled through helpdesk
- Annual recovery testing for your systems and data
LOCAL OFFICE
Office Network & Phones
Innessco supports the local office services that keep staff connected, including networking, internet, Wi-Fi and phone system coordination.
- Local network and Wi-Fi troubleshooting
- Internet service issue coordination with your ISP
- Telephony vendor coordination for agreed phone systems
HELPDESK
How-Do-I Support
Your partners, lawyers and staff can contact Innessco for practical help on the systems they use every day. How-do-I support is provided across:
- Windows, Microsoft 365 and Outlook
- Practice management, PDF, dictation and document workflows
- Matter-specific support queries, data rooms, litigation support systems
SECURITY
Security Management
Security is an ongoing helpdesk responsibility. Innessco monitors alerts, reviews security-related requests and responds quickly when risks are identified.
- Rapid response to security incidents, 24/7
- Security patching for Windows, servers and applications
- Secure Score used to measure and tune Microsoft 365 security settings
DEVICES
Hardware & Device Support
Firm laptops and desktops are supported as part of the managed environment, with remote assistanceand hardware fault resolution.
- Support for managed laptops and desktopsk
- Remote troubleshooting, configuration and software deployment
- Hardware fault resolution where devices are under warranty
VENDORS
Vendor Escalation
Innessco acts as your first point of contact for technology issues and manages escalation to third-party vendors when specialist support is required.
- Issue triage before vendor escalation
- Technical information gathered and provided to vendors on the firm’s behalf
- Follow-up managed so vendor issues are progressed through to resolution
Support vs Project Work
Innessco’s helpdesk covers day-to-day operational support for your agreed managed environment, including user issues, access changes, Microsoft 365, Cloud PCs, Managed PCs, printing and supported applications.
Work that changes the environment — such as new application deployments, major configuration changes, office moves, system migrations or significant additions — is treated as project work. Project work is scoped, quoted and agreed before it begins.
