What the help desk handles
- Unlimited remote support during office hours
- User onboarding and offboarding
- Application support for Office apps, browsers and line-of-business software
- Password resets, MFA problems and account lockouts
- Outlook and mailbox problems
- Printer, scanner and peripheral troubleshooting
- Permission changes in file shares, SharePoint and Teams
- Calls to your internet, printer, software and phone vendors
Included, not sold alone
We do not sell help desk support by itself. A help desk that does not manage the systems behind it can only guess, so it is part of managed IT.
Hours
Monday to Friday, 7:30 AM to 5:30 PM in your local time, in every metro we serve.
Need help outside those hours? Extended remote coverage is available as an add-on, either 24/5 or 24/7.
How to ask for help
There are three ways to ask for help: send us an email, submit a ticket from the portal or give us a call. For urgent issues, just give us a call.
Remote first
We work remotely first because it is faster and less disruptive. Most issues are fixed without anyone visiting your office.
If an issue needs someone on site, we arrange it and keep working remotely in the meantime.
Working with your own IT staff
If you have IT staff, co-managed IT lets them keep the work they want and hand us the rest, with a written split of duties. Block hours add prepaid engineer time on scheduled days, with a minimum of 16 hours a month.