Managed IT & Service Desk
A fully managed IT service with a 24×7 desk behind it — users, endpoints, servers and the vendors in between, under one agreement with defined response targets.
Fragmented support is the most expensive kind. When the software vendor, the carrier, the identity team and the hardware supplier each own a slice, the user in the middle waits — and the organisation absorbs the cost in lost time rather than in an invoice it can see.
CDTS consolidates that into one agreement and one point of accountability. We run the service desk, monitor and patch the estate, manage the vendors, and keep an asset record that survives contact with reality.
Support is delivered by the same team that engineers the environment. There is no tier-one script standing between your users and the people who built the platform.
Scope of the service
The components we deliver and operate under this service. Scope is agreed per engagement — this is the standard shape.
24×7 service desk
Phone, email and portal support with agreed response targets, priority definitions and a documented escalation path to engineering.
Proactive monitoring & alerting
Monitoring across endpoints, servers, network and cloud services, with alerts triaged by us before they become your problem.
Patch & update management
Operating system and third-party application patching on a defined cadence, with test rings and reporting on what did not take.
Onboarding & offboarding
New starters provisioned to a standard build; leavers de-provisioned across identity, device and licence on the day they leave.
Vendor management
We own the case with Microsoft, Apple, Ivanti, your carrier and your line-of-business vendors so your team stops chasing reference numbers.
Service reporting & reviews
Monthly service and posture reporting with a quarterly review that covers what to fix next, not just what happened.
Common questions
Can you support users outside business hours?
Yes. We provide 24×7 enterprise support arrangements, including for organisations with shift, field or deployed workforces.
Do you replace our internal IT team?
Either model works. Some customers hand us the whole function; more often we co-source — CDTS owns the platform and the desk so the internal team can focus on applications and the business.
Do we have to move everything to you at once?
No. The usual pattern is a transition period where we take services one at a time, starting with the one causing the most pain.
What we have written about this
Changing managed service provider without an outage
Transition is the riskiest part of any managed services contract and the part nobody plans in detail. What a controlled handover actually involves.
Twelve questions to ask a managed service provider before you sign
Most MSP proposals look identical on paper. These are the questions that separate them — including the ones we would rather you did not ask us.
Offboarding is a security control, and it is usually the weakest one
Onboarding gets a checklist, an owner and a deadline. Departure gets an email. The access that survives a departure is the access nobody is watching.
Services that usually go with this
Cloud & Infrastructure
Azure, Microsoft 365 and sovereign Australian hosting — designed, migrated and operated, including what is left on-premises.
ExploreManaged MDM & UEM
Design, migration and day-to-day operation of Ivanti, Intune, Jamf and SOTI fleets — run as a managed service.
ExploreBackup & Business Continuity
Backup, disaster recovery and continuity planning — including the Microsoft 365 data most organisations assume is already covered.
ExploreTalk to us about Managed IT & Service Desk
Tell us what the environment looks like today. We will tell you honestly whether this is the right place to start.