Case study
Great British Energy – Nuclear: Managed Support from First Line to Third Line
Konsolute provides Great British Energy – Nuclear with managed support across first, second and third line. Security-cleared specialists support users, devices and the Microsoft 365 environment, from everyday requests through to complex technical issues.
Overview
One partner for every level of support
Great British Energy – Nuclear (GBE-N) is the government-owned organisation driving the delivery of new nuclear power in the UK. Its people depend on a secure, reliable digital workplace to do their work.
After Konsolute built GBE-N's greenfield Microsoft 365 tenant, the organisation needed that environment supported day to day. Rather than split support across several providers, GBE-N chose a single partner that understood the environment from the inside.
Konsolute delivers a managed service covering first-line user support, second-line technical support and third-line specialist engineering. Security-cleared staff support GBE-N's users, devices and Microsoft 365 services, with problems escalated within one team rather than passed between suppliers.
The challenge
Keeping a secure environment running smoothly
A Zero Trust environment is only as strong as the way it is operated. Identities, devices, policies and permissions need consistent, expert management, or security controls can drift and users can lose productivity.
As a nuclear-sector government organisation, GBE-N needed support staff who were appropriately security-cleared and who understood the controls built into its environment. Generic support providers would not have the clearance or the context.
GBE-N also wanted to avoid the gaps that appear when first-line, technical and specialist support sit with different teams. Every handover between suppliers adds delay and risks losing information.
GBE-N needed to:
- Give staff a single point of contact for incidents and requests
- Provide second- and third-line expertise across Microsoft 365, identity and devices
- Use security-cleared personnel suitable for a nuclear-sector organisation
- Keep the Zero Trust environment secure and well maintained over time
- Resolve issues quickly, without handovers between suppliers
- Nuclear
- Energy
- Government
- Managed Services
- Service Desk & Security
- Microsoft 365 Support
- Microsoft 365 and Devices
- Microsoft 365
- Microsoft Entra ID
- Microsoft Intune
- Microsoft Defender
- Microsoft Teams
Our approach
Support from people who built the environment
Because Konsolute designed and delivered GBE-N's tenant, the support team understood its configuration, security controls and design decisions from the start.
First line. Users contact a single service desk for incidents, service requests and how-to questions. Common requests, such as access, licences, Teams and device issues, are handled consistently and recorded.
Second line. Issues needing deeper technical investigation are handled by engineers with expertise across Microsoft 365, Entra ID and Intune. They resolve device, identity and collaboration problems that first line cannot.
Third line. Complex or specialist issues are escalated to senior Microsoft engineers, including the consultants who designed the environment. Where needed, they work directly with Microsoft to reach a resolution.
Security-cleared delivery. Support is delivered by appropriately security-cleared personnel, following controlled processes suited to a nuclear-sector government organisation.
Proactive management. Beyond reacting to tickets, the team maintains the environment, reviews security and configuration, and identifies recurring issues so their underlying causes can be fixed.
Result
A secure environment, supported end to end
GBE-N's staff have one place to go for help, and one team accountable for resolving their issue, whatever its complexity.
With first, second and third line in a single service, issues reach the right expertise quickly, without being passed between suppliers. Knowledge of the environment stays with the people supporting it.
The Zero Trust controls built into GBE-N's tenant are operated and maintained by the team that designed them, helping the environment stay secure as the organisation grows.
Your questions
Managed support FAQs
First line handles initial contact, common requests and straightforward fixes. Second line investigates more technical issues, and third line provides specialist engineering for complex problems. For GBE-N, Konsolute delivers all three within one service.
A single provider removes handovers between suppliers, which are a common source of delay. At GBE-N, issues escalate within one team that already knows the environment. It also keeps accountability for resolution in one place.
Yes. Konsolute provides security-cleared personnel for government, nuclear and other regulated environments, including GBE-N. Clearance requirements should be agreed at the start of any service.
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