Help Desk

Our Comprehensive Support Model

Tier 1 Remote Support: Password resets, basic troubleshooting, software installation guidance

Tier 2 Advanced Support: Application troubleshooting, network connectivity issues, system configuration

Tier 3 Engineering Escalation: Infrastructure problems, security incidents, complex integrations

Tier 4 Architectural Support: Strategic planning, major implementations, disaster recovery
24x7x365 Support: Follow-the-sun model across multiple time zones

Multilingual Teams: English, Spanish, French, and Asian language support

Cultural Training: Teams trained on North American business practices and communication styles

Industry Certifications: ITIL, CompTIA, Microsoft, AWS, and vendor-specific certifications
AI-Powered Ticket Routing: Intelligent categorization and priority assignment

Omnichannel Support: Email, chat, phone, Teams, Slack, and portal integration

Remote Access Tools: Secure screen sharing, device management, and troubleshooting

Knowledge Base AI: Machine learning-enhanced documentation and self-service

Predictive Analytics: Issue trend identification and proactive problem resolution

Mobile Support: Full-featured mobile app for technicians and end users
Rigorous Hiring Process: Technical assessments, soft skills evaluation, and cultural fit testing

Continuous Training: Monthly skill updates, technology certifications, and process improvements

Performance Monitoring: Real-time SLA tracking, customer satisfaction scoring, and quality audits

Escalation Management: Defined workflows for complex issues and emergency situations
80%+ first-contact resolution rate

40%+ faster ticket handling vs. traditional MSPs

Fully operational in under 2 weeks

Predictable, cost-effective support that scales

4.8/5 average customer satisfaction rating

99.9% SLA compliance across all service levels

Enterprise-Grade Support, Offshore Optimized

Delivering 24x7 IT support doesn't have to mean bloated costs or inconsistent quality. Our professionally curated offshore help desk combines ITIL-aligned processes, multilingual support teams, and enterprise-level automation to offer high-performance service at SME-friendly pricing.