End User Computing
Empower your people,Simplify their workday.
Aevis manages the devices, access and support your people rely on every day. From seamless onboarding to responsive assistance, we help create a secure, reliable digital workplace that keeps teams productive.
- Service desk against agreed response targets
- Compliance counted per device, not sampled
- Joiner, mover and leaver run to a clock
< 60s
target answer on a service desk contact
10
capability areas under one contract
Day 1
target for a provisioned, compliant starter
Platforms
Platforms and technologies.
We operate the workplace stack you already own wherever it is fit for purpose. These are the categories and representative products we work across.
Endpoint management
- Microsoft Intune
- Microsoft Configuration Manager
- Jamf Pro
- Workspace ONE
Identity and access
- Microsoft Entra ID
- Okta
- Active Directory
- Google Cloud Identity
Collaboration and productivity
- Microsoft 365
- Google Workspace
- Microsoft Teams
- Zoom
Desktop and application delivery
- Azure Virtual Desktop
- Windows 365
- Citrix DaaS
- Omnissa Horizon
Service desk and request
- ServiceNow
- Jira Service Management
- Freshservice
- Ivanti Neurons
Experience monitoring
- Nexthink
- Microsoft Intune Analytics
- 1E
- ControlUp
Application packaging and delivery
- Microsoft Store for Business
- Chocolatey
- PatchMyPC
- Winget
Meeting rooms and shared spaces
- Microsoft Teams Rooms
- Google Meet Hardware
- Logitech Sync
- Crestron
The challenge
What usually brings a workplace conversation to us.
Almost never a single failure. Far more often an accumulation of small ones that nobody owns end to end, and which are individually too minor to escalate and collectively expensive.
Starters who cannot start
The device, the accounts, the licences and the access each arrive on a different clock, none of them the start date, and the first week of a new hire is spent chasing them.
An estate nobody can count
Asset records, the directory and the management console disagree about how many devices exist. Refresh is budgeted from a spreadsheet nobody trusts, and machines that left the business two years ago still hold accounts.
A service desk that only absorbs
Contacts are answered, logged and closed, but the same twenty causes generate them again next month. The desk is measured on how fast it responds rather than on whether the reason for the contact was removed.
Builds that have drifted apart
What began as one standard image has become a dozen variants assembled by hand over several years, so no two machines fail the same way and no fix can be assumed to generalise.
A compliance position that is an estimate
Patch level, encryption and agent coverage are reported as a percentage derived from the devices the console can currently see, which is not the same number as the devices that exist.
Slow is not an incident, so nobody owns it
A four-minute logon, a meeting room that will not share and a VPN that drops at the same hour every day are each below the threshold that raises a ticket, and together they are the whole experience.
Leavers who never quite leave
Hardware is not recovered, mailboxes stay licensed and access is revoked when somebody notices rather than on the day. The exposure and the licence cost both persist.
Support that happens off the record
The genuinely capable person on each floor fixes things informally. It works, it is invisible, none of it is documented, and it stops the day they change jobs.
The service
The workplace estate, operated as one service.
Aevis takes operational ownership of everything between the person and the network: the device they hold, the desktop and applications delivered onto it, the identity that unlocks it, the collaboration tenancy their work actually lives in, and the support path when any of it fails. One contract, one set of targets and one owner across the whole surface.
The practice is also contracted as End User Services (EUS) — the two names describe the same scope, and the one that appears in an agreement follows yours rather than ours. What does not vary is the argument: a workplace estate is a lifecycle, not a helpdesk. Procurement standards determine build time, build quality determines contact volume, and contact volume is the cost most organisations are actually trying to reduce when they call us about a service desk.
- Engagement type
- Fully managed workplace, service desk only, or programme
- Coverage
- Device, desktop, identity, collaboration, support
- Operating hours
- Business hours through follow-the-sun, by agreement
- Governance
- Experience, compliance and contact-cause reporting on a cycle
Capabilities
Core capabilities.
Ten capability areas, contracted together or individually. Each one is an operating responsibility with a named owner, not a product we resell.
Device lifecycle management
The device from standard to disposal as one tracked cycle — what gets bought, how it is built, when it is refreshed and what happens to the data on it at the end.
- Hardware standards and a catalogue sized to real roles rather than to job titles
- Procurement, staging, imaging and shipping to the user rather than to a store room
- Refresh forecasting driven by age, fault history and warranty position
- Secure wipe, certified disposal and asset-record closure as one step
Service desk
A staffed contact path — phone, chat, portal and mail — with triage, resolution and escalation against agreed response and restoration targets.
- Single point of contact with published targets by severity
- First-line resolution measured, and second-line escalation routed rather than queued
- Contact causes analysed and fed into the problem backlog every cycle
- Language and time-zone coverage matched to where your people actually are
Deskside and field support
On-site hands at named locations for the work that genuinely cannot be done remotely, on an agreed attendance pattern rather than on best effort.
- Scheduled and on-call attendance at named sites
- Smart-hands support for local infrastructure under another team’s ownership
- Meeting-room and shared-space device standards, checked rather than assumed
- Local spares holding sized to the fault rate, not to the headcount
Virtual desktop and application delivery
VDI, DaaS and published applications for the cases where the desktop should not live on the device — contractors, regulated data, or a machine that must stay disposable.
- Image and application layering with a controlled release path
- Profile and personalisation management that survives a session move
- Capacity and cost review against measured concurrency
- Published-application delivery for legacy software that cannot be repackaged
Mobile device and application management
Enrolment, policy and the separation of work data on phones and tablets, including the devices the business does not own.
- Corporate and bring-your-own enrolment paths with different policy sets
- Application protection so work data can be removed without wiping a personal device
- Certificate, Wi-Fi and VPN profile distribution
- Compliance conditions that gate access rather than merely report on it
Collaboration and productivity platforms
Operation of the tenancy the work actually lives in — mail, files, meetings, chat and the rooms — including the governance that stops it sprawling.
- Microsoft 365 or Google Workspace tenancy administration and service health
- Mail flow, retention and shared-mailbox hygiene
- File and site sprawl controlled by lifecycle policy rather than by periodic cleanup
- Meeting-room hardware standards, monitoring and pre-meeting checks
Workplace identity and access
Joiner, mover and leaver executed against a clock, with the sign-on, multi-factor and conditional-access configuration that sits on the user’s side of the estate.
- Provisioning and de-provisioning driven from the HR record, not from an email
- Single sign-on and multi-factor rollout, exception handling and recovery paths
- Conditional-access policy maintained against device compliance state
- Group and licence assignment automated by role, with drift reported
Endpoint patching and compliance
Build baselines, update rings and a compliance position stated per device — including, explicitly, the devices the console cannot currently see.
- Operating-system and third-party application patching on published rings
- Configuration baselines with documented, time-limited exceptions
- Disk encryption and agent coverage reported as a count of the known estate
- Unreachable and stale devices surfaced as a number rather than excluded from it
Digital employee experience
Telemetry taken from the device itself, so the slow logon and the failing dock are found and fixed before anybody decides it is not worth reporting.
- Boot, logon and application-launch timing trended per model and per build
- Crash, hang and battery-health signals turned into proactive replacement
- Sentiment collected at the point of the contact rather than by annual survey
- Experience findings raised as problems with owners, not as a dashboard
Self-service and knowledge
A portal and a knowledge base built from the contacts that are genuinely worth deflecting, maintained as a service rather than written once at go-live.
- Request catalogue shaped from actual contact volume
- Password, unlock and software-install self-service with an audited path
- Knowledge articles authored from resolved contacts and reviewed on a cycle
- Deflection reported honestly, including where self-service made a contact worse
Outcomes
What changes for the business.
Operational changes rather than promises. Each one is visible in a service review, and each is stated as something that can be checked.
One owner between the user and the network
Device, desktop, identity and support sit in one contract with one escalation path, so a fault that crosses two of them stops being a coordination job for your team.
Contacts removed rather than absorbed
Contact causes are analysed every cycle and the top recurring ones enter a problem backlog with owners and dates. The measure is whether the reason for the call went away.
A compliance position that is counted
Patch level, encryption and agent coverage are reported against the known estate rather than the reachable estate, so the number survives being asked how it was derived.
Starters productive on day one
Device, accounts, licences and access are driven from one trigger against one clock, so the first day is work rather than chasing four separate queues.
Leavers closed on the day they leave
Access revocation, licence reclamation and hardware recovery run as one sequence, which closes both the security exposure and the recurring licence cost.
Slowness treated as a fault
Logon and application timings are trended and acted on, so the degradations that never generate a ticket stop being invisible to everyone except the people living with them.
Delivery
How an engagement runs.
The same eight stages every Aevis engagement uses. What differs here is what each stage produces, and the transition stage is the one that matters most — a workplace service that changes hands badly is visible to every employee on the first morning.
Discovery
Sites, headcount, device counts by model and age, current contact volume and its causes, the tooling in place and who currently does what.
OutputEstate baseline and a reconciled device count
Assessment
Build variance, patch and encryption position, licence position, joiner-mover-leaver timings, and the gap between the asset record and what the management console can actually see.
OutputGap assessment with the unreachable estate quantified
Design
Hardware catalogue, build standard, patch rings, policy baselines, support model and targets, and the responsibility split against Managed Services, Cybersecurity and ITSM written down.
OutputTarget workplace design and a signed responsibility split
Implementation
Management platform configured, standard build produced and tested against real applications, self-service catalogue populated, and the knowledge base seeded from existing contact history.
OutputTested build, configured platform and a live catalogue
Transition
Contact paths switched behind a parallel-running period, deskside cover established at each site in sequence, escalation tested end to end, and an agreed acceptance point rather than a start date.
OutputSigned transition acceptance, site by site
Operations
The desk runs, devices are built and refreshed, patch rings advance on schedule, joiners and leavers are executed to the clock, and experience telemetry is watched rather than merely collected.
OutputService running against published targets
Governance
Service reviews on a fixed cycle covering targets met, contact causes and what was removed, compliance counted per device, refresh forecast and the improvement backlog.
OutputPeriodic service review and a maintained evidence record
Continuous improvement
Recurring causes removed at source, self-service extended where it genuinely deflects, build revised against measured fault rates, and automation applied to whatever the desk has begun doing by rote.
OutputTracked improvement backlog and a contact-volume trend
Engagement models
The same sequence, contracted three ways. The split of responsibility is written down before the service starts.
Fully managed workplace
Aevis operates the whole surface — device, desktop, identity, collaboration and support — against agreed targets. Suited to organisations that want one accountable owner rather than a set of coordinated suppliers.
Service desk only
We run the contact path and first-line resolution while your team retains engineering and platform ownership. The split of what the desk may action without escalation is documented before the service starts.
Deployment and refresh programme
A bounded engagement — a hardware refresh, an operating-system migration, a site consolidation — delivered to a defined end point with no ongoing operational commitment.
Why Aevis
Why Aevis for the workplace.
Service-specific differentiation. These are the reasons this practice is structured the way it is, not general company claims.
We treat it as a lifecycle, not a helpdesk
Procurement standards determine build time, build quality determines contact volume, and contact volume is the cost most organisations are actually trying to reduce. We contract for all three rather than for the last one.
The desk is measured on removal, not response
Response targets are published and met, but the reported measure that matters is which recurring causes were removed this cycle. A desk that gets faster while the same faults recur is absorbing cost, not reducing it.
Compliance counted, not sampled
We report against the known estate and surface the unreachable devices as a number of their own. A percentage derived only from the machines that answered is the one figure an auditor will ask about.
The three boundaries are written down
What belongs to Managed Services, to Cybersecurity and to IT Service Management is agreed in the service design rather than discovered at the first incident that crosses one.
Transition site by site, with acceptance
A workplace handover is visible to every employee on the first morning. Sites move behind a parallel-running period with escalation tested and an acceptance point signed, rather than on a contract date.
The degradations nobody reports
Logon timings, crashes and battery health are trended per model and per build, so the slow machine that never generated a ticket is found before the person living with it stops mentioning it.
The desk sits inside your workflow
Contacts, requests and changes live in the service-management platform the rest of your IT work already uses, so the workplace does not become a second record of truth.
Distributed cover, named accountability
Follow-the-sun desk capacity where the coverage window needs it, with a named service manager who holds the account and the history rather than a rotating queue.
FAQ
Frequently asked questions.
Answers are written to the same discipline as the rest of the page: they describe what the service does and, where the honest answer is "no provider can", they say that instead.
Is this End User Computing or End User Services?
Both names describe this scope, and different organisations use them for the same thing. We will use whichever appears in your own service catalogue so the agreement and your internal documentation do not disagree. Nothing about what is covered changes with the name.
Do we have to change our endpoint management tooling?
Usually not. Most estates we assess already hold a capable platform that is partially configured — the common finding is unused policy, unpopulated rings and a self-service catalogue nobody finished. Where a genuine gap exists we say so and scope it separately, but replacing a working platform is not our default recommendation.
Can you take the service desk without taking the devices?
Yes, that is the service-desk-only model. The important part is agreeing what the desk may action without escalation, because a desk with no authority over the estate it supports becomes a routing layer and its resolution figures stop meaning anything. That split is documented before the service starts.
Do you provide people on site?
Where the engagement includes it. Deskside cover is contracted per named site on an agreed attendance pattern — scheduled days, on-call, or a permanent presence — rather than as an unbounded best-effort promise. Sites without contracted attendance are supported remotely with a courier path for hardware.
Where does this stop and Managed Services begin?
At the network port, in effect. The device, its build, its identity and the applications on it are ours; the servers, the network, the cloud tenancy and the datacentre are Managed Services. Both are Aevis practices under one governance model, and the split is written into the service design so a cross-boundary fault has an owner from the outset.
Do you monitor the endpoint for security threats?
We deploy, configure and maintain coverage of the endpoint security agents and we report compliance per device. Monitoring what those agents produce, triaging it and responding to an incident is Cybersecurity. Contracting the workplace without security operations is normal, and it is also why the two bands report different numbers about the same device.
Can you support devices we do not own?
Yes, through application protection rather than device management: work data is contained and can be removed without touching anything personal. What we will not do is take management control of a personal device, and the enrolment path makes the difference explicit to the user before they accept it.
How is hardware refresh funded and scheduled?
We forecast it from device age, fault history and warranty position and give you the schedule; the purchase itself is normally yours, though we can procure against your standards where that is simpler. What matters operationally is that refresh becomes a rolling forecast rather than a capital surprise every third year.
How disruptive is transition?
It is the stage we design most carefully, because unlike an infrastructure handover this one is visible to every employee. Contact paths run in parallel before switching, sites move in sequence rather than together, escalation is tested end to end, and each site has an acceptance point that has to be signed before the incumbent stands down.
How is the service reported?
On a fixed cycle: targets met by severity, contact volume with its causes and which were removed, compliance counted per device including the unreachable ones, lifecycle position and refresh forecast, experience trends, and the improvement backlog. It is written to be read by a service owner and by whoever signs the invoice.
End user computing enquiry
Start with the device count.
The most useful first conversation is rarely about the desk. It is establishing how many devices exist, how many can currently be seen, and whether those two numbers have ever been reconciled.
- Response
- One working day, Monday to Friday