Media Defence is an international legal charity dedicated to defending freedom of expression and supporting independent journalism. Operating with approximately 19 users in a hybrid working model, the organisation relies on secure and efficient IT systems to support global collaboration. Its environment includes a mix of Windows and Mac devices, alongside Microsoft 365, CRM, and payroll platforms essential to daily operations.
Media Defence sought a new IT support provider following ongoing dissatisfaction with its previous supplier. Support had been inconsistent and reactive, with limited strategic input and poorly managed project delivery. This led to a lack of confidence in IT and delayed progress on key initiatives.
The environment was fragmented, with incomplete device management across Windows and Mac systems, and a legacy on-premise server still in use via VPN. File structures were disorganised, permissions lacked consistency, and the use of SharePoint and OneDrive varied widely across users. Security maturity required improvement, with Cyber Essentials not yet in place.
Additionally, users had varying levels of technical confidence, creating a need for structured training. The organisation required a provider capable of offering proactive support, clear reporting, and a defined roadmap to modernise systems while supporting hybrid and international working.
A structured onboarding process was undertaken to assess Media Defence’s existing IT environment and identify immediate priorities. This included a full review of Microsoft 365, Intune device management, Entra ID configuration, and Jamf deployment for Apple devices.
Stabilising IT support was the first priority, ensuring a responsive and consistent service desk experience across both Windows and Mac platforms. Equal focus was placed on supporting Mac users, addressing the imbalance from the previous provider.
We then progressed device management completion. Windows devices were fully aligned within Intune, while Macs and iPhones were standardised through Jamf and Apple Business Manager. This provided improved visibility, policy enforcement, and lifecycle management across the estate.
A key transformation initiative involved migrating data from the legacy server to SharePoint Online. This was approached in phases, beginning with a detailed audit of existing data structures. A new SharePoint architecture was designed, including clear folder structures, permission models, and governance policies to ensure long-term usability and control.
Security enhancements were implemented in line with Cyber Essentials principles. This included endpoint protection with managed detection and response, identity security improvements, and the introduction of monitoring and reporting tools to provide insight into system health and risks.
User enablement was a central focus. Structured training sessions were delivered to improve confidence in Microsoft 365 tools, alongside ongoing access to learning resources. Guidance on AI usage was also introduced to ensure a consistent and responsible approach across the organisation.
Finally, a strategic IT roadmap was developed, outlining future improvements such as server decommissioning, cloud optimisation, and device lifecycle planning, ensuring alignment with organisational goals.
Media Defence experienced a significant improvement in IT service quality, with consistent and reliable support restoring confidence in the IT function. Users across both Windows and Mac environments benefited from faster response times and a more inclusive support experience.
The transition towards SharePoint improved collaboration and data accessibility, replacing fragmented file storage with structured, governed systems. This reduced duplication, improved version control, and simplified access for hybrid and remote users.
Device management enhancements delivered greater visibility and control, enabling proactive maintenance and improved security compliance. The organisation also progressed towards Cyber Essentials alignment, strengthening its overall security posture.
Training initiatives increased user confidence and adoption of Microsoft 365 tools, particularly among less technically experienced staff. This improved productivity and reduced reliance on reactive support.
With a clear IT roadmap and improved reporting in place, Media Defence now benefits from a more strategic approach to technology, ensuring continued development and alignment with organisational objectives.
- Consistent and responsive IT support across Windows and Mac environments
- Completion and standardisation of device management using Intune and Jamf
- • Successful transition towards SharePoint with improved data structure and governance Reduced reliance on legacy server infrastructure and VPN access
- • Increased user confidence through structured training and enablement
