What is Help Desk Support?
Help desk support provides your employees with professional IT assistance without the need to hire internal IT staff. When someone has a computer problem, they contact our help desk instead of bothering a coworker or struggling alone. We handle everything from simple password resets to complex technical troubleshooting.
Think of it as having an IT department on demand—expert support when you need it, without the overhead of full-time employees.
Why Outsource Your Help Desk?
For small and mid-size businesses, hiring dedicated IT staff often doesn’t make financial sense:
- One IT person costs $60,000-$100,000+/year including salary, benefits, training
- One person can’t cover all hours - vacations, sick days, and emergencies create gaps
- Technology expertise is broad - no single person knows everything
- Volume is unpredictable - some days are quiet, others overwhelming
Our help desk solves these problems by giving you access to a full team of specialists at a fraction of in-house costs.
Help Desk vs In-House IT
| Feature | Internal IT Hire | Our Help Desk |
|---|---|---|
| Monthly Cost | $6,000+ salary | Fraction of cost |
| Availability | One person's hours | Full team coverage |
| Expertise | One person's skills | Team of specialists |
| Vacation/Sick | No coverage | Always available |
| Scalability | Hire more people | Instantly scales |
| Training | Your responsibility | Continuously updated |
How It Works
Contact Support
Call, email, or chat with our help desk. Create a ticket in seconds.
Immediate Response
A technician reviews your issue and begins working on it right away.
Remote Resolution
Most issues resolved remotely while you watch or continue working.
Follow-Up
Confirmation the issue is resolved plus documentation for future reference.
What We Support
Common Issues
- Password resets and account lockouts
- Email configuration and troubleshooting
- Software installation and updates
- Printer setup and issues
- Network connectivity problems
- VPN and remote access
- Performance complaints
- “How do I…” questions
Applications
- Microsoft 365 (Outlook, Teams, Word, Excel)
- Google Workspace
- Common business applications
- Industry-specific software
- Cloud services
Devices
- Windows PCs and laptops
- Mac computers
- Mobile devices (iOS, Android)
- Printers and peripherals
How It Works for Your Team
- Branded Experience - Employees see your company name, not ours
- Easy Contact - Phone, email, chat—whatever works best
- Fast Response - No waiting days for help
- Clear Communication - Updates on ticket progress
- Complete Resolution - Issues fully solved, not just closed
Key Benefits
Professional Support
Your employees get the same quality IT support as large enterprises.
Predictable Costs
Fixed monthly fee covers unlimited support requests—no surprise bills.
Faster Resolution
Our team has solved thousands of issues and knows the quickest fixes.
Employee Satisfaction
Happy employees who can focus on their work, not IT problems.
Knowledge Base
Common issues documented so employees can self-serve when possible.
Trend Analysis
We spot patterns and recommend improvements to reduce future issues.
Frequently Asked Questions
What's included in help desk support?
Our help desk covers day-to-day IT issues: password resets, software troubleshooting, email problems, printer issues, performance complaints, 'how do I' questions, and general technical assistance. Hardware replacements and major projects are separate services.
How do employees contact the help desk?
We provide multiple contact options: dedicated phone number, email address, and optional chat widget. Employees can also submit tickets through a simple web portal. We brand everything with your company identity.
What are your support hours?
Standard support is 8am-6pm Monday-Friday. After-hours emergency support is available 24/7 for critical issues. We can customize hours to match your business operations.
How fast do you respond?
We target less than 15-minute response time during business hours. Priority levels ensure critical issues (system down, can't work) get immediate attention while lower-priority requests are handled in order.
Can you support remote employees?
Absolutely. Our help desk is designed for distributed teams. We support employees anywhere with internet access, making us ideal for remote and hybrid workforces.
What about issues that need on-site support?
When remote resolution isn't possible, we coordinate on-site visits. This is billed separately but seamlessly scheduled through the same help desk system.