Day-to-day operations
Service Desk and User Support
When something stops working, your staff need to reach someone who can fix it. Which support tier or queue that person sits in shouldn't be their concern.
Your staff contact our service desk directly, through the client portal or by phone at 440.210.1362. Nobody inside your business has to decide whether a problem is worth passing on, and nobody on your team loses an afternoon rebuilding a laptop. It's the day-to-day core of our managed IT services.
The technician who answers has your documentation open. We build that record when you start working with us, so they already know how your systems are configured and what depends on them. That saves the diagnosis time you'd otherwise pay for on every call.
Every request is logged against your account, which is how patterns show up. Three calls about the same application in one month usually point to a project worth scoping, and we'll raise it with you.
New starters and leavers follow a set routine, including their phones and tablets through mobile device management. Behind the service desk, monitoring and maintenance works on the problems that show warning signs before anyone notices them.
What We Include in Service Desk and User Support
- Direct contact through the client portal or the service desk at 440.210.1362.
- Support for workstations, laptops, mobile devices and the business applications you run on.
- New starter setup and leaver offboarding, handled as a routine.
- Password and account lockouts, including the ones that happen right before a deadline.
- Escalation to the engineers who built and documented your environment.
In their words
Questions About Service Desk and User Support
Do our staff contact you directly, or through us?
Directly, in almost every case. Routing every request through one person in your business recreates the bottleneck you hired us to remove. If you'd prefer to filter requests through a manager, we can work that way too.
What is covered and what is billed separately?
Day-to-day support is part of the monthly agreement. Project work and new hardware are quoted separately before any work starts, so nothing appears on an invoice you didn't approve first. Our guide on how to read your IT invoice explains what a clear invoice should show.
Part of Managed IT Services
Your staff get help from people who already know your systems, and technology stops being the reason work stops.
Day-to-day operations
Other Managed IT Services
Monitoring and Maintenance
Monitoring and patching that stop small problems from turning into lost days.
Learn moreBackup and Recovery
Backups that are tested, so a bad day is a restore.
Learn moreMobile Device Management
The phones and tablets your work happens on, enrolled and accounted for.
Learn more