Virtuoso

BACKGROUND

Please describe your company and position.

I'm an IT Operations Manager at CIEH

Describe what your company does in a single sentence.

Professional, awarding and campaigning organisation at the forefront of environmental and public health and safety and as a professional voice for environmental health, we set standards and accredit courses and qualifications for the education of members and other environmental health practitioners. We provide information, evidence and policy advice to local and national government and environmental and public health practitioners in the public and private sectors.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Virtuoso to accomplish?

• Take over from failing MSP
• Improve our Infrastructure and Security
• Take the company forwards technology wise

SOLUTION

How did you find Virtuoso?

Referral

Why did you select Virtuoso over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Taking over from a failing MSP who had not invested or advised on our IT requirements to deliver us into a secure, robust and manageable enviroment

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Major one is moving from a 29% Microsoft Secure Score to over 80% in the space of 6 months

Ensuring we have the latest security and taking us to pass CE+ 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Extremely thorough and offered up ways and alternatives to get us to where we needed to be

Excellent communications and follow up

What was your primary form of communication with Virtuoso?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

How seamlessly and quickly they took up the reigns was impressive, absolutley no impact to our day to day business apart from improving the service and support

Are there any areas for improvement or something Virtuoso could have done differently?

Nothing at this moment

BACKGROUND

Please describe your company and position.

I am the Operations Manager of LACE Partners

Describe what your company does in a single sentence.

HR Consultancy 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Virtuoso to accomplish?

• Technology Alignment with Business Goals
• Better Customer Service
• Cybersecurity Enhancement

SOLUTION

How did you find Virtuoso?

• Online Search
• Referral

Why did you select Virtuoso over others?

• Pricing fit our budget
• Company values aligned

How many teammates from Virtuoso were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

As part of our onboarding with Virtuoso, we’ve engaged a comprehensive scope of work designed to elevate our operational resilience and IT maturity. This includes a full discovery and documentation of our current environment, deployment of security and productivity tools like Intune, Autopilot, and phishing protection, and containment of high-risk areas without disrupting users. Virtuoso’s team will also deliver knowledge transfer assets to streamline support and ensure continuity. Once live, we’ll benefit from 24/7 SLA-backed support, proactive technology reviews, and quarterly business alignment sessions—all underpinned by their ISO 27001 and Cyber Essentials credentials. The goal is to create a secure, scalable, and efficient IT foundation that supports LACE’s growth and ways of working.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since onboarding Virtuoso, we’ve seen tangible improvements across several key areas. The onboarding process successfully deployed to LACE’s standards, streamlining device setup and security. We now have 132 active managed users supported by Virtuoso’s TechHub, with monthly reporting providing clear visibility into service usage and performance. Their cybersecurity posture - backed by Cyber Essentials Plus - has strengthened our compliance and data protection frameworks. Feedback from our team has highlighted improved responsiveness and clearer escalation paths. These outcomes reflect a meaningful shift towards operational excellence and a more resilient IT foundation.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Virtuoso’s project management has been structured, transparent, and responsive throughout the onboarding and managed services rollout. Weekly updates from Ian and the Professional Services team consistently tracked progress against milestones, with clear RAG status indicators and forward-looking task plans. Key deliverables such as Intune policy deployment, Defender for Business rollout, and pilot testing of Win365 Virtual Desktop were delivered on time and in phased batches to minimise disruption. When issues arose, such as MFA configuration delays or portal access concerns, Virtuoso responded promptly and adapted their approach to meet LACE’s operational realities. Their alignment with our standards and proactive communication especially around policy exclusions for Associates and CE+ compliance demonstrated a genuine commitment to understanding and supporting our ways of working. 

What was your primary form of communication with Virtuoso?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed us most about Virtuoso was their ability to combine deep technical expertise with a genuinely human approach to service. From the outset, they demonstrated a clear understanding of our operational needs and offered flexible, creative solutions whether it was tailoring contract terms to avoid double billing, or proactively adjusting communication settings to ensure escalations reached the right people. 

Are there any areas for improvement or something Virtuoso could have done differently?

While Virtuoso has delivered a strong and responsive service overall, there are a few areas where refinement could enhance the experience further. The transition to their new TechHub platform, while ultimately beneficial, introduced changes that required additional user education and adjustment time. Some portal communications particularly around ticket updates and finance notifications.

BACKGROUND

Please describe your company and position.

I am the Office Manager of Save the Children NZ

Describe what your company does in a single sentence.

NGO - We believe every child deserves a future. We do whatever it takes for children, every day and in times of crisis.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Virtuoso to accomplish?

• ensure system stability and data security
• streamline IT processes
• create a consistent and user-friendly technology experience for all staff

SOLUTION

How did you find Virtuoso?

Referral

Why did you select Virtuoso over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Virtuoso were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Suggested Answer: Virtuoso provides comprehensive IT support and infrastructure management services for Save the Children New Zealand. Their scope of work covers day-to-day helpdesk support for staff across the organisation, proactive monitoring and maintenance of our systems, management of user accounts, device setup and configuration, and oversight of software licensing and security compliance.

They are also responsible for ensuring data protection and backup processes meet organisational and international standards, providing timely troubleshooting and remote support, and assisting with hardware procurement and lifecycle management.

Key deliverables include:

A responsive and reliable helpdesk service with defined service-level agreements (SLAs).

Regular system monitoring and performance reporting.Cybersecurity oversight and implementation of security updates and patches.

Management of Microsoft 365, Teams, and other core applications.

Support for onboarding/offboarding processes and hardware management.

Strategic IT guidance to align our systems with global Save the Children requirements.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since partnering with Virtuoso, Save the Children New Zealand has seen clear improvements in IT performance and reliability across the organisation. Key measurable outcomes include:

Faster response and resolution times.

Improved system uptime through proactively monitoring and maintenance has resulted in consistently high system availability. (and of course the 24-hour service)

Enhanced cybersecurity: multi-factor authentication has strengthened our data protection and compliance with Save the Children International’s global standards as well as guidance and support to obtain cyber insurance.

Greater staff satisfaction: Internal feedback indicates increased confidence and satisfaction with IT support responsiveness and communication.

Streamlined onboarding/offboarding: Device setup, access provisioning, and deactivation processes have become faster and more consistent.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

It has been really solid and easy to work with. They keep us updated on progress, timelines, and what’s coming next, which makes things run smoothly. When we’ve had urgent issues or changing priorities, they’ve always been quick to respond and flexible in finding solutions that work for us.

What was your primary form of communication with Virtuoso?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They’re organised, reliable, and genuinely focused on helping Save the Children New Zealand stay connected and supported. Working with Virtuoso feels like having an extension of our own team. Also a one-stop for all IT needs and then some more

Are there any areas for improvement or something Virtuoso could have done differently?

Virtuoso has been open to feedback and always takes suggestions on board, which I really appreciate. So if there is any improvements I think could make life easier, I get in touch and with the drop of a hat we have a solution. 

BACKGROUND

Please describe your company and position.

I am the Business Analyst of TDG Environmental

Describe what your company does in a single sentence.

We’re the most experienced provider of sustainable waste and stormwater management solutions throughout Australia and New Zealand. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Virtuoso to accomplish?

• IT Service Provider

SOLUTION

How did you find Virtuoso?

Referral

Why did you select Virtuoso over others?

• High ratings
• Referred to me
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

One stop solution for all IT services

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Technical Performance
• Business Process Improvements
• Financial Impact

Describe their project management. Did they deliver items on time? How did they respond to your needs?

All were delivered on time an response was really quick.

What was your primary form of communication with Virtuoso?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

• Problem solving methods
• Unique solutions
• Quick response times
• They provide good quality support to all users.

Are there any areas for improvement or something Virtuoso could have done differently?

More training for the call centre technicians, some of them not able to resolve problems on the first call.

BACKGROUND

Introduce your business and what you do there.

I’m a consultant at a company that provides consultancy and virtual CIO services to SMEs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Virtuoso?

We needed help providing fully outsourced IT service management with security and customer service as a given.

SOLUTION

What was the scope of their involvement?

Virtuoso provides migration services, a fully managed help desk, level 2 and 3 support, ongoing reviews of the IT environment, security, and advice. The team has migrated systems between Microsoft support partners, from on-premise to cloud M365, and from Google Workspace to Microsoft 365.

What is the team composition?

We’ve worked with several teammates from Virtuoso.

How did you come to work with Virtuoso?

Someone referred Virtuoso to us.

What is the status of this engagement?

We started working with Virtuoso in August 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Virtuoso’s work has resulted in greater user satisfaction and improved security. We’ve also received positive user comments.

How did Virtuoso perform from a project management standpoint?

Virtuoso has delivered on time. We primarily communicate with Virtuoso via video conferences.

What did you find most impressive about them?

Virtuoso is friendly, approachable, and does what they say. The team helps us achieve the results we set out to accomplish.

Are there any areas they could improve?

I don’t think there’s anything they can improve on.

BACKGROUND

Introduce your business and what you do there.

 I'm an executive at Solution Dynamics, a company that provides a cloud-based platform for global customer communications management. Our platform enables organizations to deliver personalized digital and print communications worldwide while reducing costs and streamlining processes.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Virtuoso?

Essentially to lift our IT security, move our internall data to the cloud, reduce our MS license costs and allow us to concertrate on our ISO27001, Soc2 and HIPPA.

SOLUTION

What was the scope of their involvement?

 We had a lot of files stored internally, so the first project was to move these to Azure. The next was to take over the Microsoft licenses and set us at the correct level. The next was to decommission the older servers and tidy up the infrastructure. Virtuoso handled the project management from both their team and our internal stakeholders. They also arranged the licenses and did the Azure heavy lifting. Once this was done, they rolled out their device management tools for greater security. The main deliverables were:

What is the team composition?

 We worked with 10 teammates from Virtuoso.

How did you come to work with Virtuoso?

 We found them through a referral. They offered knowledge in IT strategy, cloud solutions, and cybersecurity, which were the things we were looking for in a tech partner. They also offered great customer service after we visited their premises. We're a global company, so support in the UK and US is critical to our business. The fact that they started in the UK was a big selling point for us.

What is the status of this engagement?

 We worked together from March–June 2024.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

 We had cost reduction in licenses, improved security, and staff reduction and reallocation. The project also allowed us to concentrate on the upgrade of ISO 27001, SOC 2, and HIPAA.

How did Virtuoso perform from a project management standpoint?

 Micah was excellent in managing this project, especially our team. They delivered on time and on budget. We met in person and over Microsoft Teams.

What did you find most impressive about them?

 We were impressed by their human interaction, knowledge, strategic IT, tailored technology roadmaps, global reach, and comprehensive managed services.

Are there any areas they could improve?

 No, there weren't any.

BACKGROUND

Introduce your business and what you do there.

I'm the managing director of a media production company specializing in storytelling and social media.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Virtuoso?

We needed help with IT services (MSP).

SOLUTION

What was the scope of their involvement?

Virtuoso provides us with level 1 IT support, Microsoft services, and strategic advice. The team has also created an on-demand phone hotline and given us access to OneDrive and email servers.

What is the team composition?

We've worked with 10 teammates from Virtuoso.

How did you come to work with Virtuoso?

We found them through networking.

What is the status of this engagement?

We started working together in September 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We've seen increased efficiency and productivity in our teams and less downtime from end users. Our teams have commented that they've experienced less downtime compared to previous suppliers. Moreover, the onboarding process they built has been quick and easy, and team members have been ready to work within the first day.

How did Virtuoso perform from a project management standpoint?

Virtuoso's project management has been exemplary. The team always delivers on time and on budget. We communicate in person and via email.

What did you find most impressive about them?

Virtuoso's team is incredibly personable, especially for their industry. They provide an incredibly personable service tailored to our needs. The team is big enough to do the work well but small enough to care. Virtuoso is a true strategic partner to our business.

Are there any areas they could improve?

Communication with key stakeholders has had a small delay due to time zone differences, but on the whole, this hasn't affected project timelines.