What this covers
Your users get a single place to ask for help, fast first responses, and fewer repeat interruptions because the same problem gets owned until it stops happening.
You’re getting cover because support has landed back on admin, and Microsoft 365 changes, new starters, or a move are making the gaps show. You’ll know who picks up, what “urgent” means, and what happens next.
Helpdesk and support starts with triage, so the first person to read a ticket can either fix it or route it with the right detail. We handle day to day user issues remotely, and we come on-site for desk-side faults, Wi‑Fi, printers, and moves. When something keeps coming back, we stop treating it as “another ticket” and remove the cause.
A bit about us
We’re Bessemer Support, a Sheffield-based team that does helpdesk and support for small and mid-sized businesses that need steady cover. Most clients come to us right after an “IT person” leaves, or when support gets dropped onto ops again and small faults start eating hours. We step in without a reset.
We learn what you’ve already got, then we keep it running while we tidy the parts that keep failing.
paragraphs 2? nope
Meet the team
You’ll have named people looking after tickets, Microsoft 365 admin, and on-site call-outs, so requests don’t drift between inboxes.
Team
Gareth Wilson, Service desk lead. Gareth runs the service desk, triages new tickets, and keeps the queue moving so urgent issues get picked up first, every day.
Aisha Khan, Microsoft 365 engineer. Aisha handles Microsoft 365 admin, mailbox and SharePoint access, and the changes that usually trigger lockouts and permission problems.
Tom Sykes, Field support engineer. Tom takes on-site call-outs, desk-side fixes, Wi‑Fi and printer faults, and the hands-on parts of moves and setup days.
Hannah Price, Client services manager. Hannah is your day-to-day contact for priorities, onboarding dates, and making sure recurring issues get a proper root-cause slot.
Recent work
Here are three recent support jobs that show the kind of interruptions we take off your desk, and what changes when someone owns the queue.
Portfolio
Service desk takeover. Took over an overloaded ticket queue, set clear priorities, and moved repeat issues into tracked fixes. First responses stabilised within the first week and the backlog stopped growing.
Microsoft 365 tidy-up. Fixed recurring mailbox access and SharePoint permission issues by cleaning up groups and documenting who owns what. New starters started getting access on day one instead of via follow-up tickets.
On-site network fixes. Resolved dropouts on Wi‑Fi and desk ports by tracing cabling, correcting switch port settings, and replacing a failing access point. Support calls about “internet down” dropped after the changes.
“Tickets stopped hanging around, and the same problems finally stopped coming back.”
Operations manager, a busy office and workshop
How the service runs
Helpdesk and support runs through a single ticket queue, with remote fixes first and on-site call-outs booked when hands on time will be faster. You can raise tickets by email or phone, and you can speak to Hannah when priorities need adjusting.
1. Triage and first reply Every day We log and categorise each request, confirm impact, and reply with either a fix or the next question we need answered. Urgent issues go straight to the top of the queue and get owned until service is back. 2. Remote support Every day We handle most user and device issues remotely, including Windows and macOS support, Microsoft 365 queries, and access problems. We use your approved tools where possible, and we explain any new agent we need before we install it. 3. On-site call-outs As needed When a fix needs hands on work, we book Tom in for desk-side support, printers, Wi‑Fi, switches, and office moves. We confirm what will be touched before we start, and we leave a short note on what changed so you are not guessing later. 4. Repeat-issue fixes Each month We review the issues that keep resurfacing, pick the ones costing the most time, and schedule a root-cause fix. You get a clear description of what we changed and what to watch for, so the fix sticks and support demand drops.
Ticket handling and triage
Logged, prioritised, and assigned every working day, with clear notes on what we tried, what worked, and what we need from you next.
REMOTE USER AND DEVICE SUPPORT
Daily remote support for common Windows and macOS issues, software hiccups, password and sign-in problems, and day to day how-do-I questions.
MICROSOFT 365 SUPPORT
Ongoing Microsoft 365 support and tenant administration, including mailbox changes, SharePoint access, group management, and basic security settings you approve.
Endpoint management (Intune/RMM)
Continuous device monitoring and management where in place, plus onboarding of new endpoints so updates, encryption, and key settings stay consistent.
NETWORK SUPPORT
As needed support for switches, Wi‑Fi, and firewalls, including fault finding, configuration checks, and on-site testing when remote checks are not enough.
JOINERS AND LEAVERS
For each starter or leaver, we handle accounts, kit setup, and access changes, and we confirm completion back to you so nothing is left half done.
Pricing
Pick the plan that matches how often you want on-site cover; all plans include daily ticket triage, remote support, and monthly work on repeat issues. Prices are per month.
Priced items
Get started
Sign to start helpdesk and support, and we’ll set up the queue, access, and the first round of user and device checks.
1. Sign this proposal in the box beside this section. 2. Send us your Microsoft 365 admin contact details and any current support logins. 3. Pick a start date for the service desk, then we’ll begin taking tickets.
IF SOMEONE CAN’T WORK, HOW FAST DO YOU RESPOND AND WHAT COUNTS AS URGENT?
If work is blocked, that’s urgent. We reply first and sort the ticket so it does not sit unseen, then we work the fix through until the user is back. If email, phones, or shared files are down for multiple people, it goes straight to the top of the queue.
DO WE GET ON-SITE SUPPORT IN SHEFFIELD, AND IS IT CAPPED?
Yes, we provide on-site support call-outs in Sheffield when the job needs desk-side time, kit swaps, or network and printer work. We agree the call-out plan and any caps in the pricing section, so you know what is included before you start.
WILL YOU WORK WITH WHAT WE’VE ALREADY GOT, OR ARE YOU GOING TO RIP IT OUT?
We work with what you already have. We start by mapping what is in place, who relies on it, and what breaks most often. If a change is worth doing, we explain the risk, the downtime window, and the rollback plan before anything gets touched.
WHO’S OUR DAY-TO-DAY CONTACT WHEN TICKETS ARE PILING UP?
Hannah is your day-to-day contact for priorities, onboarding dates, and what needs escalation. Gareth runs the service desk itself, so the ticket queue has an owner and you are not chasing different people for updates.
Signature
Fee summary
Setup and handover
Any setup work is scoped with you first, then scheduled around business hours where we can. We ask for admin access and existing documentation at the start so tickets do not stall.
Payment. Setup is paid 25% to start it and 75% when it is complete. Ongoing helpdesk and support is invoiced at the start of each month. Every invoice is payable within 7 days.
Support requests. Please log requests by email or your agreed ticket method so we can track owner, priority, and updates. If something is urgent, mark it urgent and include who is blocked and what stopped.
On-site call-outs. Where your plan includes on-site call-outs, unused call-outs do not roll over. Extra on-site visits are booked through Hannah and billed at our current call-out rate, agreed with you before travel.
Access and security
You will share passwords, MFA, and door codes through your password manager or a secure method you choose. We do not store login details in the proposal, tickets, or emails beyond what is needed to do the job.
Changes and approvals. We work with what you already have. If a change is worth doing, we will explain the risk, the downtime window, and the rollback plan before we touch anything, and we will wait for your approval.
Repeat issues. Each month we review repeat incidents and the top time-wasters, then propose a root-cause fix. If the fix is larger than routine helpdesk and support, we will quote it and only proceed once approved.
Ending the plan. Either side can end the monthly plan with notice, and we will confirm the notice period with you in writing when you start. We will provide a handover of admin access and key notes at the end.
