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24/7 Microsoft service desk and security-cleared support
UK-based 24/7 service desk for Microsoft 365, Azure, Power Platform and Data & AI with security-cleared engineers for government, nuclear and regulated environments. Fully managed, or working alongside your IT team.
What's covered
24/7 Microsoft support across your entire estate
One service desk for your users, devices and Microsoft platforms, backed by specialists who understand how each layer depends on the others. Scope and responsibilities are set before the service begins.
24/7 service desk
A single point of contact for incidents and requests — day, night, weekends and public holidays.
Incident management
Incidents assessed, prioritised and worked through to resolution against your agreed service levels.
Service requests
Access, licence, mailbox, Teams and device requests handled consistently and recorded.
User device support
Windows devices, Microsoft 365 Apps, peripherals and everyday user issues resolved quickly.
Microsoft 365 support
Teams, SharePoint, Exchange Online, OneDrive and Entra ID supported by Microsoft 365 specialists.
Azure escalation
Infrastructure, networking, identity and platform incidents escalated to Azure engineers.
Power Platform support
Power Apps, Power Automate and Dataverse issues triaged, including business-critical flows.
Data, AI & bespoke applications
Fabric, Power BI, AI workloads, integrations and custom Microsoft applications in your scope.
More than a help desk
Fast triage, specialist escalation and clear communication
We combine responsive, people-focused support with specialist Microsoft engineering, handling everyday requests and business-critical incidents with the same discipline.
Triage & prioritisation
Every call assessed for business impact and urgency, so critical issues are worked first.
Specialist escalation
Complex incidents go straight to our Microsoft engineers, and on to Microsoft where required.
Major incident coordination
One coordinator manages the technical response, suppliers and Microsoft until service is restored.
Stakeholder updates
Regular, plain-English updates keep users and leadership informed throughout an incident.
Proactive monitoring
Where monitoring is in scope, alerts are triaged and acted on before users notice.
Service reporting
Monthly reports on call volumes, response times, trends and recurring issues, with actions agreed.
Platforms and activities
Microsoft 365, Azure and Power Platform service desk support
Your service can cover the following Microsoft platforms and activities. The final scope reflects your users, devices, licences, business-critical services and the responsibilities retained by your internal team.
Microsoft 365 and Teams support
Keep the collaboration tools your organisation runs on working, day and night.
Identity and access support
Fast, controlled help when users can't sign in or need access changed.
End user device support
Support for the Windows devices and apps your people use every day.
Virtual desktops and remote access
Keep remote and hybrid workers connected and productive.
Azure infrastructure escalation
Platform incidents routed to engineers who know your Azure environment.
Security triage and escalation
First response to security-related issues, routed to the right team quickly.
Power Platform support
Support for the apps and automations your business processes depend on.
Data, AI and application escalation
A clear route from first call to the specialists behind your data and applications.
Security-cleared support
Security-cleared service desk for government, nuclear and regulated organisations
Sensitive Microsoft environments need more than a fast response. They need engineers with the right clearance, tightly controlled access and processes that stand up to audit. Clearance requirements are confirmed for your service before any engineer is given access.
Security-cleared engineers
SC and DV-cleared engineers for environments that require them, with clearance confirmed for your service before any access is granted.
Controlled, least-privilege access
Approved engineers, least-privilege administrative roles and documented access approvals, removed as soon as responsibilities change.
UK-based delivery
Service desk and specialist support delivered by UK-based Microsoft engineers, around the clock, every day of the year.
Regulated sector experience
Experience supporting government and nuclear organisations, where governance, resilience and operational assurance matter most.
How it works
From first contact to restored service
Structured triage and escalation into the right Microsoft expertise, with stakeholders kept informed from first contact to resolution.
1. Contact
An incident or request is raised with the service desk.
2. Triage
We assess business impact and set the priority.
3. Respond
The right Microsoft specialists are engaged.
4. Restore
We work the issue until normal service resumes.
5. Communicate
Stakeholders get clear updates throughout.
6. Review
We find root causes and stop issues recurring.
Support.Restore.Improve.
Managed or co-managed
A service desk that fits your IT team
Hand us your service desk entirely, or keep your IT team in control and use us for out-of-hours cover, overflow and specialist escalation. Moving from another provider? We complete a structured transition before taking responsibility.
See it in practice: Konsolute provides Great British Energy – Nuclear with security-cleared managed support from first line to third line.
Service boundaries
Clear service coverage, security and responsibilities
Before onboarding, we agree what is supported, who can authorise changes and how incidents are handled — so there are no grey areas when something breaks.
Support hours, priorities and escalation
Contact channels, incident priorities, response targets and escalation routes are agreed up front, and business-critical services are identified during onboarding.
Administrative access and security incidents
We use the least privilege needed for delivery and remove access when responsibilities change. A dedicated SOC, managed detection and response or forensic investigation are scoped separately.
Your team, our team and third parties
Responsibilities between your IT team, Konsolute and other suppliers are documented, so every incident has a clear owner and handover route. Third-party applications are supported to the level your vendor agreements allow.
Licences, projects and hardware
Microsoft licences and Azure consumption sit outside the support service. New deployments, migrations and device refreshes are scoped as separate projects, then handed into managed support.
FAQ
24/7 service desk FAQs
Coverage, clearance, escalation, onboarding and pricing.
A 24/7 Microsoft service desk gives your users a single point of contact for incidents and service requests at any hour. Konsolute combines triage, user support and specialist escalation across Microsoft 365, Azure, Power Platform, Data and AI, and the applications built on them.
Yes. Konsolute’s service desk and Microsoft specialists are UK-based, supporting enterprise, government and regulated organisations during the working day, overnight, at weekends and on public holidays.
Yes. Konsolute has engineers holding SC (Security Check) and DV (Developed Vetting) clearance for environments that require them. Clearance levels, access permissions and coverage are confirmed for your environment before onboarding.
Yes. Konsolute has experience supporting government and nuclear organisations. Service arrangements are designed around security, operational resilience, governance, reporting and controlled access.
Contact channels are agreed during onboarding and can include phone, email and a self-service portal. Critical incidents outside business hours should be raised by phone so they are triaged immediately.
Response targets are set by priority and written into your service agreement. Priority 1 incidents are worked 24/7 until service is restored, with regular updates throughout.
The service desk assesses impact and priority, engages the appropriate Microsoft specialists and coordinates work to restore service, escalating to Microsoft where needed. Stakeholders receive regular updates until the incident is resolved.
Microsoft 365 support covers Teams, SharePoint, Exchange Online, OneDrive, Entra ID and associated workplace services. The service desk resolves user issues and routes complex incidents to Microsoft 365 specialists.
Yes. Azure incidents are escalated to specialists in cloud infrastructure, networking, identity and platform services, with escalation routes built around your Azure environment.
Yes. Support can include Power Apps, Power Automate, Dataverse and business-critical workflows. The service desk triages issues and engages specialists for the applications in your service.
Yes. Incidents affecting Microsoft Fabric, Power BI, Azure data services and AI workloads are escalated to our data and AI platform specialists. For ongoing pipeline monitoring and platform operations, see our data and AI platform support service.
Yes. Support can include bespoke Microsoft applications, integrations, APIs and business-critical digital services. Application coverage, documentation and escalation responsibilities are set during onboarding.
Yes. A co-managed service combines your internal IT team with our service desk capacity and Microsoft specialists. Responsibilities, handovers and escalation routes are documented so incidents reach the right team, including outside business hours.
Yes. A structured transition covers service discovery, knowledge transfer, documentation, access, support processes and escalation routes. We confirm operational readiness before taking responsibility for the service.
Pricing depends on the number of users and devices, the platforms in scope, hours of cover, clearance requirements and the responsibilities your team keeps. Microsoft licences and Azure consumption are billed separately. Share your requirements and we’ll provide a clear quotation.
Keep your organisation operational
Need a 24/7 service desk partner you can rely on?
Tell us about your users, your Microsoft estate and your clearance requirements. We'll show you what the right support scope looks like — and how quickly we can take it on.