Outsourced IT help desk for growing teams

Who uses an outsourced help desk

The model fits two kinds of organization. Companies with one or two internal IT staff use us as the first line, so their people work on projects. Companies with no IT staff use us as the whole department, often together with a managed IT plan.

What the help desk handles

Requests arrive by phone, email or chat and each one becomes a ticket with an owner and a history.

• Password resets, account lockouts and multi-factor sign-in problems
• New starter and leaver checklists, so access is granted and removed consistently
• Software installs, licensing questions and printer issues
• “How do I” questions about Microsoft 365, Google Workspace and line-of-business apps
• Escalation to your internal team or vendors, with notes so nobody starts over

Documentation you keep

Every resolved ticket adds to a knowledge base about your environment: which printer driver works, which vendor to call for the phone system, how the accounting software is licensed. That documentation belongs to you, so knowledge stays with the company when people change roles.

Monthly reports show the volume and type of requests, which tells you where training or a system change would remove the most tickets.

Frequently asked questions

Will our staff know they are talking to an outside company?

That is your choice. Some clients present us as their IT department; others prefer we introduce ourselves as their partner.

Which tools do you support?

Windows and Mac computers, phones, Microsoft 365, Google Workspace and the common business applications. For specialist software we work with the vendor’s support team.

Can we start with the help desk only?

Yes. The help desk works on its own, and you can add security, backups or full managed IT later.