24x7 Help Desk

Someone qualified answers your calls at any hour, 365 days a year. The desk is staffed in shifts, with a coverage floor for each hour and more people on during your busiest hours. A help desk manager runs the team day to day.

Yes. We work in your ServiceNow if you already own it, and we can host a service desk tool for organizations that have none. Either way, incidents, requests, problems, and changes have a workflow, and the knowledge base lives where your people look.

Passwords and account unlocks, Microsoft 365 and Teams, supported PCs and printers, wireless, remote access, and MFA. Non-Microsoft applications are triaged and escalated to their owners, and personally owned devices get help with Wi-Fi and the client apps, not repairs.

First, that calls are answered: someone qualified is on at any hour and the coverage floor is staffed. Then first-contact resolution, the survey after each ticket closes, and response by priority. Where your agreement sets response targets we report against them monthly, and a response target is a commitment to respond, not to resolve.

Mostly how many people you support and the hours you need covered. After that, which systems are in scope, whether you keep your own ticketing tool, and whether we work alone or alongside your team.

The engagement opens with the Assess phase, which typically takes 3–4 weeks: your on-premises and cloud environment, current tickets, and tools. Then we set up the desk, the knowledge base, and the escalation paths before the switch date, fix the biggest risks first, and settle into steady state. From the switch date, your people have one number and one address.

Yes. The help desk can be bought on its own or with the rest of Managed IT Services, and agreement terms are negotiable. The proposal sets the hours covered and the systems in scope.