IT Help Desk
Real engineers, fast answers, your channel of choice.
Tier 1 through Tier 3 helpdesk staffed in your time zone by certified engineers. 15-minute average response time. Phone, email, chat, or self-service portal, pick the channel that fits.
How it works
Designed around your team, not ours.
Every channel writes to the same ticketing system with full SLA tracking and search. No context lost between the call and the chat.
Phone
Live engineers during business hours, on-call after-hours line for P1 incidents. No phone menus, no transfer mazes.
support@yourdomain monitored 24/7 with automatic ticket creation, SLA tracking, and threaded follow-up.
Chat
Native Microsoft Teams and Slack integration. Your team chats from where they already work, we see it in our queue.
Self-service portal
Submit, track, comment on, and reopen tickets. Built-in knowledge base, password resets, and software-install requests.
Remote control
Secure remote sessions with explicit user consent, full audit trail, and end-of-session screen recordings on request.
Reporting
Monthly response / resolution metrics broken down by user, category, and severity, so you can spot training opportunities.
Tier 1 / 2 / 3
Escalation that actually escalates.
Three tiers, four-hour maximum dwell time per tier, hand-offs with full context. Your users never re-explain what they already told the last engineer.