Managed IT · Support
Managed service desk and end-user support
One place for your people to get help, and a team that works the issue through to resolution.
What changes for you
- Users know exactly where to go for help.
- Every request tracked, with history you can see.
- New starters ready on day one and leavers' access removed promptly.
The work
Your users get a single point of contact for issues and requests. Technicians log, prioritize and track every ticket, troubleshoot through tiers to resolution, and handle account, access, onboarding and offboarding requests.
Offerings
What's included
A support portal where you can see every ticket and its history
Help by email, portal or phone, with a live person on the line
Tiered technicians who work each issue through to resolution
Incident management, with tickets logged, prioritized and tracked
User account and access management
New employee onboarding and employee offboarding
Change management and configuration management support
Regular summaries of issues and trends
Support hours and service levels as defined in your agreement
Our specialists shape this service around your business and the tools you already run, as part of a plan we agree on together. Never a forced bundle.
How it works
Launch: At go-live, we show your people how to reach the service desk.
Intake: We take requests by portal, email or phone, then log and prioritize each one.
Resolve: We troubleshoot and escalate each issue until it's solved.
Review: We review trends and recurring issues with you.
FAQs
Is support unlimited?
Remote support for your covered users is included, as your agreement sets out. Projects, repairs and bigger changes are scoped separately, and we flag them before any work starts.
What are your support hours?
Hours and service levels are written into your agreement.
Can our internal IT team share the queue?
Yes. In co-managed engagements we agree who leads which requests.
Give your people one place to get help.
Let's talk about how support would work for your team.