IT Help Desk Outsourcing

Overview

What we deliver

We run your internal IT help desk so employees get quick fixes for laptops, accounts, software, and access requests.

We provide outsourced IT help desk services for companies that want a reliable support experience for their employees. Our agents handle password resets, account provisioning and deprovisioning, software install and license questions, VPN and connectivity issues, printer and device support, and routine endpoint troubleshooting. We work inside your ITSM platform, follow your runbooks, and route hardware swaps, security events, and infrastructure issues to your internal team or vendors. We cover business hours, extended hours, and 24/7 windows depending on your workforce. Reporting covers ticket volume, first contact resolution, SLA adherence, and recurring issues that suggest training or tooling gaps. We run weekly QA and monthly business reviews so you always know how the help desk is performing. Book a Call to walk through ticket types, current SLAs, and the tools we will use.

Fit Check

Built for teams like yours

Who it's for

Mid market companies
Distributed and remote workforces
Companies replacing internal help desks
MSPs needing overflow support
Regulated industries with strict access controls

Pain points we solve

Slow response to internal IT tickets
Inconsistent service across offices
High cost of in house help desk staffing
Limited after hours coverage
Weak reporting on recurring issues

What's included

Capabilities

Everything we cover in this engagement.

Password resets and MFA help
Account provisioning and deprovisioning
Software install and license support
VPN and connectivity troubleshooting
Endpoint and printer support
Access request handling
ITSM ticket triage and routing
SLA and trend reporting

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Assessment

We review ticket types, tools, SLAs, and current staffing.

02

Runbook build

We document or refresh runbooks and access matrices.

03

Training

We train agents on your environment, tools, and security policies.

04

Go live

We launch in waves by ticket type or user group.

05

Review

We meet weekly on SLAs and monthly on trends and improvement.

What you get

Deliverables & outcomes

What you get

Staffed IT help desk pod
Runbooks and access matrices
Weekly SLA and volume reports
Monthly business reviews
QA scorecards
Recurring issue and training recommendations

Outcomes you can expect

Faster ticket resolution for employees
More consistent IT service
Lower total cost of help desk
Better SLA adherence
Clearer picture of recurring IT issues

Timeline

4 to 6 weeks to go live

Engagement

Monthly retainer, Project, Sprint

Tools we use

ServiceNow, Jira Service Management, Okta, Microsoft 365, Intune

KPIs we track

First contact resolution, SLA adherence, average handle time, ticket volume, employee CSAT

Client stories

What clients say

"

Holiday season was about to break us. We needed 22 agents in six weeks and our internal hiring pipeline could not move that fast. They staffed it, trained on our tone guide, and ran nesting alongside our senior reps. CSAT actually went up by three points during peak. First Q4 in four years my support lead took her vacation.

Tom H.

"

Two weeks before our seed round we still did not have a defensible model. Their fractional CFO rebuilt our three-statement forecast, pressure-tested the assumptions, and walked me through every line before the partner meeting. We closed 1.4M on the terms we wanted. The investor specifically called out how clean the financials looked compared to the last five decks she had seen.

Hannah B.

Proof