From 50 to 150 IT users
A growing care provider needed its people to have working equipment, access to the right systems and a reliable route to help. Over the years, Arviteni’s two-person team supported the organisation as its IT user base grew from approximately 50 to 150.
By the end of the engagement, this included around 150 laptops alongside mobile devices. We also configured Android tablets for a rollout covering approximately 200 care clients. The organisation coordinated where those tablets were sent and who received them.
A recorded issue, a practical response
Staff logged issues through a central ticketing system. We allocated and worked through those tickets, keeping support requests together with the information needed to investigate them.
Most support issues were resolved the same day during this engagement. Hardware faults could take longer where a replacement device or delivery was needed. When equipment arrived, we worked to prepare it promptly and arrange a handover, including urgent deliveries during COVID.
Support coverage and response expectations are agreed individually with each business.
Equipment ready for the next person
HR notified us when someone was joining. We held equipment on the company’s behalf and maintained asset records, so we could identify available laptops or explain when another device was needed. We supplied asset reports to the organisation.
Where new equipment was required, we provided a quote for approval, procured the device, configured it and arranged delivery or an on-site handover. Laptop setup was included in the monthly management fee for this engagement.
When someone left, we disabled their Microsoft 365 account and removed access within our remit. Returned laptops were assessed for damage, reported to the IT manager and prepared for reuse. Where practical, compatible parts from damaged laptops were used to return a device to service.
The client remained responsible for access to care and HR systems we did not administer. Knowing that boundary mattered as much as completing the tasks within our control.
Put missing protections in place
Our initial review identified gaps in email authentication and security configuration. We implemented DKIM and DMARC alongside the existing SPF records and worked through Microsoft Secure Score recommendations.
Multi-factor authentication had been limited to executives. We extended it to all users and applied security configuration across Microsoft 365 and business applications.
The work included Teams meeting settings, Exchange policies, restrictions on Outlook add-ins and external storage connections, and SharePoint configuration. We also adjusted security settings in the applications staff used.
When we took over, Microsoft Secure Score was around 20%. By handover, it had risen to approximately 90%. The score was one way of tracking configuration improvements alongside the individual changes delivered.
Make sign-in and leaving simpler
We introduced single sign-on for the business phone system using staff members’ Microsoft accounts. We explained the change and its purpose, then guided staff to sign back in with their Microsoft details.
This brought sign-in for that service under the same identity used for Microsoft 365. For the systems we administered, account and access changes could be handled as part of the starter and leaver process.
We also reworked SharePoint as the organisation’s requirements evolved. Decisions about who needed access remained with the business; we configured access around those decisions and highlighted where responsibilities needed clarification.
The value of looking after the whole lifecycle
The engagement connected everyday support with the work around it: keeping asset records, preparing devices, managing access and improving configuration. Staff joining or leaving triggered practical actions across those areas.
Our contribution was to support the business through its growth and give these responsibilities a consistent owner within the agreed scope. The same approach informs how we build managed IT services today: understand the business, agree responsibilities and keep the fundamentals under review.
During the same engagement, we also built Power BI dashboards to help examine staffing coverage and agency costs. That project is described separately below.
The client remains anonymous. User, device and Secure Score figures are approximate. This account describes a completed engagement.