Help desk support

What we take on

One number to call. Tier-1 through tier-3, covering software, hardware and the network, with response targets in the MSLA and an engineer on site when a remote fix will not do it.

How it runs

Every request becomes a ticket with a reference, so nothing depends on somebody remembering a conversation. You see the queue, the priority and the response target in your portal, and so do we.

Priorities mean something specific here. Urgent is a service down and people unable to work. High is blocking one team. Normal is everything else. We publish the target for each rather than promising to be quick.

Recurring tickets get treated as a symptom. If the same fault arrives four times, the fix is not a faster response, and we will say so.

What it costs to get wrong

Support absorbed into somebody's day job has no queue, no record and no capacity limit. The work still happens, but it happens instead of what that person was hired to do, and nobody can see how much of it there is until they resign.