IT Concierge — Case Study · Roderic Andrews

01 · The BriefFS·CS

The problem, the build, the now.

The problem The work happens on site. The record happens later, badly.

A field technician finishes a job and the evidence of it lives in their head, their phone and a paper form. By the time it reaches billing it has been re-keyed twice and lost its detail. Dispatchers cannot see current state, finance cannot see what is billable, and the customer gets an invoice nobody can substantiate.

What I built One thread from ticket to invoice.

A ten-status ticket workflow that carries a job from New through Assigned, In Progress and Completed to Ready for Billing, with on-site documentation captured against the ticket itself and promoted into a signed work order. A four-role security matrix — admin, dispatcher, technician, finance — means each seat sees exactly its own slice: technicians log materials without ever seeing their cost, dispatchers and finance see the money.

How it is built Next.js and Supabase, tested hard.

Next.js 14 and TypeScript on Supabase, with row-level security enforcing the role matrix at the database rather than in the UI. Multi-channel notifications in-app, push and email. Support for multi-day projects on a single ticket. 587 tests passing at the pre-launch validation gate.

02 · The Work5 views

The work.

Field service software usually fails in the same place: it models the office and treats the van as an afterthought. The technician gets a form to fill in after the fact, so the record is always a reconstruction.

This inverts it. The ticket is the unit of work and the unit of evidence at the same time — what the technician captures on site is what dispatch sees live and what finance bills from. Nothing is re-entered, so nothing drifts.

IT Concierge dashboard: four status counters above an unassigned queue of tickets, each with an Assign button.

Dashboard · open, in progress, awaiting validation, ready to bill · unassigned queueFS·CS·01

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The Dispatch Desk

Four numbers, one queue, one button per job.

The dispatcher's morning in one screen. Four counters carry the state of the business: 61 open, 5 in progress, 4 awaiting validation, 2 ready for billing. Below them the unassigned queue lists every job nobody owns yet, with its number, priority badge, client and age, and a single Assign action.

Use case Urgent rows tint red; nothing else on the page competes for attention.

The ten-status workflow drives every count and badge, so the dashboard is never edited by hand. A job moves state and the numbers move with it.

IT Concierge tickets table with filters for client, technician, status, priority and date range.

Tickets · 103 rows · status, priority, technician, scheduled timeFS·CS·02

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The Ticket Table

Every job in the company, filterable by anything that matters.

One hundred and three tickets in a dense table: number, title with site, client, status pill, priority pill, technician, scheduled slot. Filters for client, technician, status, priority and a date range sit above it, with CSV export and a New Ticket action in the corner.

Use case Status pills are the same tokens the dashboard counters use.

A dispatcher reads the whole day without opening a ticket. A technician's name, a client's site and a time slot are enough to spot the conflict before it happens.

IT Concierge technicians list showing name, email, phone, employment type, availability and hourly rate columns.

Technicians · 14 people · type, skills, zones, availability, rateFS·CS·03

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The Roster

Who can go where, and whether they are free.

Fourteen technicians with their contact details, employment type, skills, zones, availability and rate per hour. Search by name or email, filter by type and availability. Employees and internal staff share the list, since dispatch does not care about payroll.

Use case Availability is a live badge, not a field somebody updates.

The four-role permission matrix decides who sees the rate column. A technician sees the roster; only admin and management see money.

IT Concierge reports page: six summary tiles and two horizontal bar charts, tickets by status and by service type.

Reports · totals, resolution time, revenue · status and service breakdownsFS·CS·04

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The Numbers

Tickets by status and by service type, on a date range.

Six tiles: total tickets, completed, average resolution, total hours, total revenue, average utilisation. Two breakdowns underneath, tickets by status and tickets by service type, each a ranked bar list with counts and percentages. Presets for this week, this month, last month, last three months, or a custom range.

Use case Support technique leads the service mix at 38 percent.

The report is a query over the same tickets, not a second data set. Export CSV hands the raw rows to whoever wants a spreadsheet.

IT Concierge billing table listing tickets with client, technician, status, labour, materials and totals, plus an export button for Chorus Pro.

Billing · ready-to-bill tickets · labour, materials, HT, TVA, TTC · Chorus Pro exportFS·CS·05

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The Invoice Queue

Labour, materials, tax and total, generated from the job itself.

Tickets that reached the billing state, one row each: client, technician, status, labour at the technician's rate, materials, total before tax, VAT at 20 percent, total with tax, and a Mark billed action. The export button speaks Chorus Pro, the French public-sector invoicing platform.

Use case Nobody types an invoice. The work order becomes the paperwork.

Hours come from the ticket, the rate from the roster, materials from the parts list. The invoice is a view over facts the job already recorded.

IT Concierge.