Included in the normal fee
- Specialist advice and guidance.
- Occasional assistance with issues beyond your engineer’s expertise.
- A route to senior escalation through BrightSpark.
The practical boundary of assistance is defined in your proposal.
DEDICATED PEOPLE / IT & TECHNICAL SUPPORT
Your dedicated engineer. Wider expertise behind them.
Your own engineer for everyday support, with senior specialists to turn to when you need more depth.
Your hours. Your priorities. Office-based people working exclusively for you during your agreed allocation.
YOUR ENGINEER AT THE CENTRE
A focused role.
A wider circle of expertise.
Your dedicated engineer
Exclusive capacity for your agreed hours, matched to your requirements.
Senior engineering
Advice and escalation when a problem needs a more experienced perspective.
Cybersecurity
Specialist guidance on security questions beyond the assigned role.
Development
A route to expertise when a requirement involves software development.
AI
Advice on appropriate AI applications and technical questions.
Infrastructure
Deeper guidance on the systems behind your business.
Connectivity
Specialist knowledge for internet and network challenges.
These specialists provide advice and escalation support; they are not all full-time staff dedicated to your account.
DAY-TO-DAY CAPACITY
Keep your technical work moving.
Tasks are matched to the skills recruited for the role and the responsibilities you agree.
Helpdesk support
Work through user questions and support tickets, following your processes and priorities.
Troubleshooting
Investigate issues, document findings and involve the right people when needed.
Internet and network support
Support connectivity enquiries within the engineer’s agreed skills and access.
CLEAR BOUNDARIES. USEFUL DEPTH.
Know what’s included.
Scoped and quoted separately
- Substantial project work.
- Implementations and major changes.
- Ongoing specialist involvement.
We identify the requirement, coordinate the help and agree additional work with you.
A clear escalation path
Your assigned engineer → appropriate specialist advice → a separately agreed project where needed.
No unlimited specialist allocation or automatic specialist response time is implied.
TOOLS AND ACCOUNT OVERSIGHT
Your systems.
A familiar relationship.
Work in your ticketing system or suitable BrightSpark tools. Access, responsibilities and escalation processes are agreed alongside account management with UK and US experience.
Approved AI tools may help diagnostics and summaries. Your engineer reviews the output and remains accountable for the work.
Dedicated expertise at a cost that makes business sense.
Compare the role, hours, scope and included assistance with the capacity you need. We provide a tailored quote after understanding your requirements.
Dedicated during your agreed hours. Part-time and full-time capacity can be discussed. A part-time person may support another business outside your allocation. UK and US working arrangements are agreed for each role. See how it works.
TRUSTED BY GROWTH TEAMS AT
BrightSpark gave our sales team the one thing they could never create more of: time for the right conversations.
Is this a shared IT helpdesk?
No. Your assigned engineer works exclusively for your business during the hours you purchase.
What happens if an issue exceeds the engineer’s expertise?
They can draw on senior engineers and specialists for advice, guidance and occasional escalation assistance included in the fee.
Are projects included?
Substantial project work, implementations and ongoing specialist involvement are scoped and quoted separately. We agree the requirement with you before that additional work.
Can we hire four hours a day?
Part-time capacity can be agreed. Those four hours are exclusive to your business; the engineer may work with another client outside them.
Does specialist access mean immediate cover for every issue?
No fixed specialist response time or unlimited specialist allocation is implied. Escalation arrangements and coverage are agreed for your engagement.
YOUR NEXT CHAPTER
Let’s build your team.
One person or your next team. Tell us what would make a difference to your business.