Your IT,
fully managed.

A helpdesk closes your ticket. A managed service asks why the ticket existed. That difference has a name in service management: incident management restores the service, problem management removes the cause. A provider paid per ticket has no reason to do the second one. The practical test is whether your ticket volume falls over a year or stays flat, and that is one of the numbers we report monthly.

Priority comes from impact and urgency together, not from who asks loudest. One person unable to print is low impact. The same person unable to invoice on the last day of the month is not. A whole site offline outranks both. We agree those definitions with you before go-live so triage is a rule rather than a judgement call made under pressure.

Onboarding and offboarding are the most frequent requests in almost every managed environment, and the offboarding half is the one that gets skipped. Accounts that outlive the person are a standing security risk. We run both as a defined checklist covering accounts, licences, devices, shared access and mailbox handling, so a departure removes access on the day rather than whenever somebody remembers. See Cybersecurity

We do. Chasing an ISP about a line fault or a software vendor about a licensing error is unpaid work that lands on whoever in your team is least able to refuse it, usually an office manager with a different actual job. Vendor liaison sits inside the agreement, which also means the supplier is talking to someone who can describe the fault in their own language.

Yes, and you should insist on that from any provider. Your tenancies, domains and licences are registered to you, not to us, and the documentation of your environment is yours to take. A provider who holds administrative control of assets you paid for has made leaving expensive on purpose, which is a reason to be careful at the start rather than at the end.