Break-Fix IT Support
Restoring Confidence in IT Services
Introduction
NSA was struggling with persistent IT issues, including printer troubles, laptop performance problems, Microsoft 365 challenges, and licensing confusion. Frustrated with their previous support provider, they needed a new partner to quickly diagnose and resolve the issues.
Challenges
NSA had been experiencing persistent IT problems, including:
- Printer troubles.
- Laptop hardware and performance issues, affecting remote and in-office staff.
- Problems with Microsoft 365, including user access issues, mailbox sync delays, and Teams connectivity problems.
- Confusion around Microsoft licencing and subscription management, and a clear overspend on unused Microsoft subscriptions.
The lack of a resolution and transparency from their former support provider had eroded the team's confidence in IT, and NSA needed a new support partner who could step in quickly, diagnose the issues, and deliver clear, effective solutions.
Our Solution
We began with an on-site assessment, immediately addressing the highest priority issues. Our team resolved the following:
- Printer Troubles: We installed the correct drivers on the users' computers and removed legacy policies that were causing issues.
- Laptop Problems: We performed hardware diagnostics, repaired faulty devices, and rebuilt troublesome machines to improve speed and reliability.
- Microsoft 365 Support: We reviewed and corrected user account permissions, resolved mailbox errors, and ensured Teams and OneDrive were functioning consistently across devices, including on a macOS device.
- Licencing Clarity: We audited NSA’s Microsoft 365 environment, identified inefficiencies in their subscriptions, and supplied the appropriate licenses directly, streamlining their subscriptions and eliminating unnecessary costs.
Our clear communication, quick turnaround, and practical fixes helped NSA regain trust in their IT setup.
