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Managed Services

IT & Support Operations.

Managed infrastructure, communications, IT support and project delivery for organisations that need reliable operations and clear service ownership.

Core service areas

Four focused service lines covering the essential support and operations environment.

Managed Infrastructure Platforms, resilience and operational control
Connected Communications Calling, meetings, rooms and collaboration
Supported IT Support Users, devices and service operations
Delivered Projects Rollouts, handover and managed transition

Managed Infrastructure

We design, run, and continually improve the core platforms your business relies on — networks, servers, storage, and cloud. Our proactive model blends 24×7 monitoring, SLAs, and proven runbooks so you get stable performance and predictable outcomes.

From capacity planning and lifecycle management to security hardening and backup strategy, we keep your estate healthy and future-ready while your teams stay focused on growth.

Infrastructure Operations

Operational ownership for the platforms your teams rely on every day.

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Capacity & Cost Optimisation

Infrastructure sized for performance, resilience and sensible long-term cost.

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Mobility & Access

Secure access for hybrid teams across devices, users and business apps.

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Resilience & Security

Resilience practices that help critical systems recover quickly and keep moving.

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Cyber Security

Operational security controls that reduce exposure and improve response readiness.

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Smart Networking & Connectivity

Connected infrastructure designed for uptime, visibility and predictable performance.

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Infrastructure Operations

We run the core platforms your teams depend on with monitoring, operational discipline and clear service ownership.

Rack, servers and core network illustrating digital infrastructure operations
Infrastructure Operations

Day-to-day care for core platforms.

We keep infrastructure stable through continuous oversight, preventative maintenance and documented operational routines across the environment.

Where It Fits Best

Ideal for organisations that need stronger operational control across shared infrastructure.

Branch and campus environments with shared dependencies Server, storage and backup estates that need routine oversight Teams that need clearer ownership, maintenance and response
The Challenge

Fragmented monitoring and inconsistent maintenance create risk across the core systems your users and services rely on.

What We Do

We centralise day-to-day operations into one managed service model with monitoring, maintenance and controlled change under clear ownership.

How We Deliver
  • Monitoring and alerting with response ownership
  • Patch, backup and maintenance routines
  • Controlled change with compliance discipline

What You Get

Operational runbooks and support routines Real-time service monitoring and clearer ownership Better stability across core infrastructure
Request Infrastructure Assessment

Capacity & Cost Optimisation

We balance performance, resilience and spend so infrastructure stays right-sized as your organisation grows.

Capacity and cost optimisation dashboards
Capacity & Cost Optimisation

Right-sized infrastructure that fits your budget.

We tune estates for the right balance of capability and cost, helping teams avoid waste without compromising on resilience or user experience.

  • Workload right-sizing

    On-prem, hybrid and cloud resources are reviewed against real demand and usage.

  • Lifecycle governance

    Refresh plans and asset governance improve long-term planning and budget control.

  • Cost visibility

    Usage reporting and tiered options support better operational and commercial decisions.

Mobility & Access

We enable secure access across users, devices and applications so hybrid work remains productive and governed.

Staff using devices securely in multiple locations
Mobility & Access

Secure access from anywhere.

We help organisations support remote and hybrid work with secure identity, governed access policies and device-aware controls.

  • Remote access design

    VPN, ZTNA and secure access patterns are aligned to how teams actually work.

  • Identity and policy control

    MFA, conditional access and identity governance reduce exposure across the estate.

  • Endpoint enablement

    Device posture and collaboration access are managed together for consistent user experience.

Resilience & Security

We design for continuity, response and recovery so critical systems stay available when conditions change.

Resilient infrastructure and failover view
Resilience & Security

Built-in resilience for critical systems.

We prepare environments to absorb failures more gracefully, with response models, protective controls and tested recovery planning built into operations.

  • Response readiness

    Alerting and incident runbooks help teams act quickly when service health changes.

  • Integrated protection

    EDR/XDR and patch compliance strengthen platform resilience across the environment.

  • Recovery assurance

    Backup execution, DR planning and failover testing support continuity goals.

Cyber Security

We strengthen detection, hardening and incident response across the infrastructure estate with operational security controls.

Security operations dashboard
Cyber Security

Detect threats early and respond with confidence.

Our security operations approach gives organisations clearer visibility into risk, sharper protective controls and repeatable response playbooks.

  • Security visibility

    EDR/XDR and SIEM alerting are tuned around practical detection and triage.

  • Hardening and remediation

    Posture reviews, vulnerability scanning and remediation reduce avoidable exposure.

  • Response and learning

    Incident response, forensics and table-top exercises improve future readiness.

Smart Networking & Connectivity

We design and operate connected infrastructure that gives teams predictable performance and clearer visibility.

SD-WAN and Wi-Fi observability
Smart Networking & Connectivity

Networks that are observable and predictable.

We manage network foundations so voice, video and critical applications get the connectivity and performance they need to operate reliably.

  • Connectivity architecture

    SD-WAN, Wi-Fi and core switching are designed around uptime and demand patterns.

  • Traffic control

    QoS, shaping and telemetry support real-time services and better troubleshooting.

  • Operational automation

    Automation and AIOps accelerate planning, detection and issue resolution.

Managed Communications

Our team designs, deploys, and supports modern UC platforms with governance, security, and continual optimisation. Whether you are adopting Microsoft Teams or Zoom for telephony, or refreshing rooms, we make it simple.

From contact centre capability to rooms and device lifecycle, we keep communications resilient, supportable and easy to use.

Video Conferencing & Room Systems

Meeting environments designed to feel simple for users and supportable for IT.

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Contact Centre & Integrations

Customer engagement platforms with reporting, integrations and compliance in view.

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Devices & Lifecycle

Managed lifecycle support for the devices users depend on for voice and video.

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Quality, Resilience & Connectivity

Calling and meeting performance supported by resilient network design and monitoring.

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Security & Governance

Collaboration tools secured with the controls and policies modern teams require.

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Calling & Meetings on Teams / Zoom

Cloud calling and meeting services designed around user experience, resilience and adoption.

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Video Conferencing & Room Systems

We design meeting spaces that are easy for users to adopt and easy for IT teams to support.

Modern video conferencing room
Video Conferencing & Room Systems

Rooms where meetings just work.

We create meeting environments that feel simple in use while staying reliable, supportable and visible to operations teams.

  • Room design by use-case

    Huddle, meeting and board rooms are planned around real collaboration patterns.

  • Platform enablement

    Teams Rooms, Zoom Rooms and scheduling experiences are configured for smooth joining.

  • Lifecycle and observability

    AV devices, cameras and panels are monitored for supportability and uptime.

Contact Centre

We support customer engagement platforms that unify channels, reporting and integration around service quality.

Contact centre operations
Contact Centre

Omnichannel customer engagement.

We help teams deliver more consistent customer experiences across channels with integrated workflows, better visibility and operational controls.

  • Unified engagement

    Voice, chat, email and digital channels are managed within a coordinated service platform.

  • Business integration

    CRM and ITSM workflows connect customer interactions to operational processes.

  • Compliance and insight

    Analytics, QA, recording and wallboards support service quality and governance.

Devices & Lifecycle

We manage the physical collaboration endpoints that users depend on for voice, meetings and daily communication.

Devices and meeting rooms
Devices & Lifecycle

Endpoint strategy for voice and video.

We help standardise collaboration endpoints so devices remain consistent, supportable and aligned to how teams communicate.

  • Device standardisation

    Headsets, handsets, room kits and peripherals are selected and configured consistently.

  • Lifecycle control

    Firmware, inventory and refresh planning keep device estates supportable over time.

  • User adoption support

    Training and communications improve confidence during device rollouts and refreshes.

Quality & Resilience

We support voice and video quality through resilient network design, monitoring and failover planning.

Network quality monitoring
Quality & Resilience

Predictable voice and video quality.

We design communications environments so call clarity, meeting stability and resilience are built into the operating model from the start.

  • Traffic-aware design

    QoS and SD-WAN patterns are shaped around unified communications performance.

  • Quality monitoring

    MOS scores, dashboards and incident workflows help teams stay ahead of service issues.

  • Continuity planning

    Failover, survivability and carrier diversity support resilient service across sites.

Security & Governance

We apply security and compliance controls to collaboration platforms in ways that support how teams actually work.

Security dashboard for collaboration tools
Security & Governance

Secure and compliant collaboration.

We align collaboration usage with the controls, policies and evidence needed for secure and compliant operations.

  • Platform security controls

    TLS/SRTP, conditional access and device compliance strengthen day-to-day protection.

  • Information governance

    DLP, retention and discovery controls are aligned to messaging and meeting activity.

  • Auditability

    Access reviews and activity reporting support governance and oversight.

Calling & Meetings

We move telephony and meetings into cloud platforms with designs that support user experience, resilience and scale.

Unified communications devices
Calling & Meetings

Cloud telephony on Teams / Zoom.

We help organisations modernise calling and meeting services with cloud-first designs that remain resilient and supportable.

  • Telephony migration

    Direct Routing, SBCs and number porting are planned around continuity and user adoption.

  • Call flow design

    Queues, auto-attendants and recording options support operational service needs.

  • Endpoint alignment

    Room and device strategy is matched to how people communicate across the business.

IT Support

Our managed support leaves nothing important out: proactive service delivery, round-the-clock monitoring, preventative maintenance, automated patching, and clear reporting.

You get predictable service, fewer surprises and the confidence that your users, devices and locations are consistently looked after.

Service Desk & Automation

Responsive support operations that keep users productive and requests moving.

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Endpoint Management

Standardised device management across laptops, mobiles and modern workplace endpoints.

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Onboarding / Offboarding (JML)

User lifecycle processes handled with auditability, speed and consistency.

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Field & On-Site Services

Hands-on support where physical presence still matters most.

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Reporting & Continual Improvement

Service insights and improvement plans that keep support quality moving forward.

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Co-Managed IT Support

Flexible support capacity for internal IT teams that need specialist backup.

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Service Desk & Automation

We provide frontline support operations that keep users productive and requests moving with clarity.

IT service desk
Service Desk & Automation

Support that feels responsive and clear.

We give users a more dependable support experience through structured service desk processes, automation and visible service performance.

  • Multi-channel support

    Phone, email, portal and chat channels operate with agreed service levels and ownership.

  • Request automation

    Frequent approvals and fulfilment tasks are streamlined to improve response speed.

  • Service visibility

    CSAT, KPIs and reporting make support performance clear to teams and leadership.

Endpoint Management

We keep user devices healthy, compliant and supportable through consistent standards and modern management.

Endpoint management
Endpoint Management

Healthy, compliant devices by default.

We standardise and manage endpoints so users get reliable devices while IT keeps stronger control over risk and lifecycle.

  • Build and policy standards

    Device builds, patching and policy enforcement are applied consistently across platforms.

  • Security and compliance

    EDR, encryption and compliance views help maintain safer endpoint posture.

  • Lifecycle tracking

    Assets are managed from acquisition through support, refresh and disposal.

Onboarding / Offboarding

We manage joiner, mover and leaver processes with the consistency, speed and auditability modern teams need.

Joiner mover leaver processes
Onboarding / Offboarding

Auditable joiner-mover-leaver journeys.

We structure identity, access and device workflows so user transitions are better governed and easier to execute at scale.

  • User and role templates

    Provisioning patterns are defined by role to improve speed and consistency.

  • Access workflow control

    Approvals and identity changes are handled through governed processes.

  • Device return and reissue

    Secure handback and reassignment workflows reduce risk during user movement.

Field & On-Site Services

We provide hands-on support for situations where physical presence is the fastest path to resolution.

Engineer providing field support
Field & On-Site Services

Hands where you need them.

We extend support beyond remote channels with on-site capability for deskside issues, site activity and critical events.

  • Deskside and IMAC support

    Hands-on assistance covers break/fix work, installs, moves, adds and changes.

  • Special event support

    VIP, site cutover and event support give teams more confidence during critical moments.

  • Logistics options

    Depot services and spare-in-the-air models improve response readiness.

Reporting & Improvement

We turn service data into clearer trends, better decisions and structured support improvement plans.

Service metrics and dashboards
Reporting & Improvement

Data-driven continuous improvement.

We use operational data to shape service reviews, improvement plans and longer-term support roadmaps.

  • Service review rhythm

    Regular reporting keeps support quality, volume and action plans visible.

  • Problem management

    Recurring issues are analysed for root causes and prioritised for improvement.

  • Improvement roadmaps

    Service evolution is linked to business priorities, risk and user experience.

Co-Managed IT Support

We work alongside internal IT teams with flexible coverage, specialist capability and shared operational ownership.

Co-managed IT support partnership
Co-Managed IT Support

A strategic extension of your IT team.

We complement internal teams with flexible support capacity, specialist skills and operational tooling where needed most.

  • Shared delivery model

    Zaotech can take frontline support or specialist workloads while your team keeps control.

  • Access to deeper capability

    Monitoring, tooling and senior engineering capacity are available when the internal team needs backup.

  • Flexible engagement

    The support model can scale around projects, growth phases and changing priorities.

Professional & Delivery Services

We scope, design, and deliver technology change with clear governance and minimal disruption. From discovery workshops to implementation, our team keeps risk low and value high.

You get documents you can trust — designs, test plans, cutover runbooks, and user guides — plus a clean transition into steady-state support.

Discovery & Architecture

Early-stage workshops and design thinking that shape delivery with clarity.

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Implementation & Migration

Controlled change delivery from build and test through migration and cutover.

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Governance & Project Management

Project oversight that keeps milestones, risks and suppliers aligned throughout delivery.

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Handover, Adoption & Training

Structured handover that helps new services settle cleanly into live operations.

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Audits & Assessments

Independent reviews that turn technical findings into clear next actions.

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Major Rollouts & Transformation Projects

Large-scale change programmes delivered with phased rollout control and adoption support.

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Discovery & Architecture

We define the scope, priorities and technical direction required to start delivery with clarity and control.

Project discovery and architecture
Discovery & Architecture

Solid foundations for successful delivery.

We shape projects from the start with structured discovery, clear success criteria and practical architecture decisions that reduce delivery risk before implementation begins.

  • Business and stakeholder alignment

    Workshops define priorities, risks and success measures before scope and delivery pathways are agreed.

  • Current-state review and architecture shaping

    We assess the existing environment and produce a design direction that is practical, secure and ready to implement.

  • Early control of compliance and resilience

    Security, resilience and governance requirements are built into the solution from the beginning.

Implementation & Migration

We move solutions into production through controlled build, validation and cutover planning.

Implementation and migration
Implementation & Migration

Controlled delivery into live production.

We execute build, migration and rollout activities through a disciplined delivery process that protects live operations and gives teams confidence at cutover.

  • Governed build and change execution

    Configuration, integrations and dependencies are delivered under controlled change and documented implementation steps.

  • Testing, pilots and readiness validation

    Test plans and pilot stages confirm that the service is ready before production rollout expands.

  • Cutover with fallback planning

    Migration events are sequenced carefully with validation, rollback and recovery considerations in place.

Governance & Project Management

We keep delivery visible, accountable and aligned through structured governance and reporting.

Project governance
Governance & Project Management

Visibility, control and accountable delivery.

We provide the governance structure that keeps complex work aligned, decisions visible and delivery risks managed throughout the project lifecycle.

  • Risk, issue and escalation control

    RAID management and escalation paths give teams clarity around blockers, decisions and ownership.

  • Milestone and budget discipline

    Structured reporting keeps progress, spend and next actions visible to sponsors and delivery teams.

  • Cross-team coordination

    Internal teams, suppliers and stakeholders stay aligned through regular governance and clear communication.

Handover, Adoption & Training

We prepare users and operational teams so the service lands well and settles into business-as-usual support.

Handover and training
Handover, Adoption & Training

Smooth transition into business-as-usual.

We close projects properly with structured handover, user readiness and support transition so the new environment remains stable after go-live.

  • Operational documentation and service handover

    Runbooks, support notes and knowledge transfer materials prepare teams to own the service confidently.

  • User readiness and adoption support

    Training and communication plans help users and support teams settle quickly into the new environment.

  • Defined acceptance into BAU

    Support ownership, service acceptance and post-project responsibilities are agreed before closeout.

Audits & Assessments

We turn technical reviews into practical findings, clear gaps and prioritised actions.

IT audits and assessments
Audits & Assessments

Independent reviews you can act on.

Our assessment engagements turn technical findings into practical recommendations, helping teams understand current risk and prioritise the right next actions.

  • Baseline review of the current environment

    We assess infrastructure, cloud and security controls to build a clear picture of current maturity and exposure.

  • Gap analysis against operational expectations

    Findings are measured against best practice, risk appetite and regulatory or policy requirements.

  • Actionable remediation priorities

    Recommendations are organised into a realistic roadmap with accountable next steps.

Major Rollouts & Transformation

We coordinate large-scale change through rollout waves, pilot learning and post-go-live stabilisation.

Major IT rollouts and transformation projects
Major Rollouts & Transformation

Structured delivery for large-scale change.

We help organisations deliver multi-site and multi-team transformation programmes with phased rollout planning, adoption support and strong control at each stage.

  • Wave planning across sites and dependencies

    Deployment sequencing is organised around readiness, dependencies and business disruption thresholds.

  • Pilots and controlled expansion

    Each rollout wave is validated before the programme scales further across teams or locations.

  • Support and stabilisation after go-live

    Hypercare and adoption support help the new environment land well and perform consistently.

Start the conversation

Ready to stabilise your IT and reduce downtime?

Share your environment and goals and we’ll design a right-sized managed services package across infrastructure, communications and IT support.

Talk to Zaotech about managed services
How we deliver infrastructure

Assessment → Design → Build → Support

Site surveys, platform reviews and stakeholder interviews to understand risk and demand.

Assessment

Site surveys, platform reviews and stakeholder interviews to understand risk, demand and constraints.

Design & BoQ

High/low level designs, integration plans and bill of quantities aligned to standards and budget.

Build & Commission

Implementation, testing, pilots and cutover with documented runbooks and rollback options.

Support

Monitoring, SLAs, continual improvement and clear ownership between Zaotech and your team.

Infrastructure & Cloud Partners

We integrate leading platforms so you get reliable technology, strong support and a clear roadmap.

Microsoft
Sophos
Bitdefender
IBM
MikroTik
Ruijie
Arista