We do not just fix it. We explain it.
Our engineers help your staff understand what went wrong and how to avoid it in future. Knowledge base, guided walkthroughs, and group training sessions included. Fewer repeat tickets, more confident staff.
Training and guidance that reduces tickets.
Every element of our training and guidance programme is designed to make your staff more self-sufficient and reduce the burden on the service desk.
In-Call Guidance
When engineers resolve issues, they explain what went wrong and how to avoid it in future. Every support call is also a learning opportunity.
Knowledge Base
A searchable knowledge base of common issues, how-to guides, and self-service instructions. Available to all your staff 24 hours a day.
Guided Walkthroughs
Step-by-step guides for common tasks such as setting up email on a new device, connecting to VPN, or resetting a password. Written in plain English.
Group Training Sessions
Scheduled group training sessions for new software rollouts, security awareness, or general IT skills. Delivered remotely or on-site.
Training Needs Analysis
Ticket data is analysed to identify recurring issues caused by user behaviour. Targeted training is recommended to reduce repeat tickets.
Custom Guides
Custom how-to guides written for your specific systems and processes. Branded with your company name and kept up to date as systems change.
From knowledge gap to confident staff.
A data-driven approach to training that targets the issues causing the most tickets and the most frustration.
Issue Identified
A recurring issue or knowledge gap is identified through ticket analysis or direct request from your team.
Content Created
A guide, walkthrough, or training session is created addressing the specific issue or skill gap.
Review
Content is reviewed for accuracy and clarity. Plain English is used throughout. Technical jargon is avoided.
Published
Content is published to the knowledge base or scheduled as a training session. Staff are notified.
Delivery
Training sessions are delivered remotely or on-site. Knowledge base articles are available immediately.
Impact Measured
Ticket volumes for the trained topic are monitored. Reduction in repeat tickets confirms training effectiveness.
How UK businesses benefit from user training.
Dental Practice Group, Yorkshire
A dental group with 12 practices was generating high ticket volumes for basic tasks like password resets and email setup on new devices.
Self-service guides reduced password reset tickets by 60%. Staff confidence with IT improved significantly. Engineer time freed up for more complex issues.
Housing Association, Newcastle
A housing association was rolling out Microsoft 365 to 200 staff and needed to ensure adoption without overwhelming the service desk.
Structured training programme delivered in phases. Microsoft 365 adoption reached 94% within 6 weeks. Service desk ticket volumes remained stable throughout.
Logistics Firm, Liverpool
Phishing click rates were high and the IT team needed to improve security awareness without taking staff away from operations for long training sessions.
Short, practical security awareness guides published to the knowledge base. Phishing simulation click rates dropped from 34% to 8% over 3 months.
Ready for IT support that empowers your staff?
Get a fixed-price quote for managed IT service desk with user training and guidance included as standard.