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Home  /  Services  /  Managed IT  /  Helpdesk & End-User Support

Helpdesk & End-User Support

The part of IT your staff actually experience. A US-based helpdesk staffed by engineers who can resolve the issue rather than log it — reachable by phone, email or portal, with the same people answering week after week.

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End-user support

What's included

  • Phone, email and portal intake — staff choose, no forced ticket forms
  • First-call resolution on the majority of issues, not a queue handoff
  • Remote takeover for desktop, laptop and mobile devices
  • New-hire onboarding and offboarding handled as a standard workflow
  • Escalation to a named senior engineer who already knows your environment
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Service levels
Critical — business downResponse11 min avg
High — department affectedResponseUnder 1 hr
Standard — single userResponseSame business day
Onboarding / offboardingFulfilment24 hrs notice
Support desk locationStaffingSouth Florida
Confirm these figures before publishing. The 11-minute average came from Acordis materials; the tiered targets are illustrative and should match your real SLA.
24/7Monitoring and on-call coverage
11 minAverage critical response
30 daysTypical full transition
1Named engineer per account

Managed IT

The rest of Managed IT

Helpdesk & End-User Support is one part of it. Most clients end up on a single agreement covering the whole column.

Managed IT ServicesThe full-service option: we own your technology end to end.Read more → Network MonitoringContinuous monitoring of every device that matters — firewalls, switches, access points, servers, backups and circuits — so faults are found and fixed…Read more → Microsoft 365 ManagementMicrosoft 365 is where most organizations keep everything that matters, and it is almost never configured the way it should be.Read more → Collaboration & VOIPPhones, video conferencing and meeting rooms, designed and supported by the same team that runs your network — which is the only way call quality is ever…Read more →

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