I'm Max Hazell. I came up through hands-on IT support and into IT Operations management, and I currently run an IT operations team supporting around 450 users in a complex engineering environment. I still work in real IT operations — this isn't advice from someone who left the desk a decade ago.
My work covers the full breadth of an internal IT service:
Measurable results
91%
reduction in average resolution time
90%
reduction in first-contact time
538
laptops delivered in a Windows 11 rollout
A major service improvement programme I worked on contributed to the resolution and first-contact improvements above. These are anonymised results from my professional IT operations experience — not client results from a Service Desk Builder audit.
Why this exists
I kept seeing teams reach for a new tool before properly diagnosing how the existing service was operating. A new platform gets suggested, budget gets spent, and the same operating problems follow everyone straight across. Service Desk Builder started as technology for making service analysis more structured and repeatable — the checks I'd otherwise run by hand.
The IT Support Performance Audit combines that methodology and technology with my own operational judgement. The software makes the analysis consistent; the diagnosis and the priorities are mine. It's the assessment I'd run if you brought me in for a week — done properly, and priced so a Head of IT can sign it off without a procurement cycle.
Tell me about your service desk and I'll review whether the £995 Performance Audit is the right fit.
Book a Performance Audit