Service
IT Helpdesk
Most IT tickets aren't interesting: a locked account, a printer, someone who needs access to a shared drive by lunchtime. They still have to be answered, and answering them is what stops your engineers being interrupted forty times a day. We staff the first line against your runbook and escalate only what genuinely needs your specialists.
What the team handles
IT Helpdesk
- Password resets, account lockouts and access requests
- Device, peripheral and connectivity troubleshooting
- Application support across your standard software stack
- New starter and leaver provisioning tasks, within your process
- Ticket triage, categorization and escalation to your internal IT
- Asset and license register upkeep
We confirm scope with you during the design stage and write it into the operating plan before the team goes live.
Measurement
Metrics usually agreed for this service
We set targets with you before launch. These are the measures the conversation usually starts from — the numbers attached to them are yours to define.
- 01
First response time
Target set per client
- 02
First-line resolution rate
Target set per client
- 03
Average resolution time by ticket type
Target set per client
- 04
Escalation rate to internal IT
Target set per client
- 05
Reopened ticket rate
Target set per client
Reporting cadence, escalation thresholds and the review meeting rhythm are agreed alongside the targets themselves.
Before you commit
Practical questions about it helpdesk
The questions buyers ask once the brochure stage is over.
- Will your team have admin access to our systems?
- Only what the runbook needs, and only what you grant. Most accounts start with reset rights on the identity provider and nothing else. We'd rather scope access down and escalate more often at the start than hold permissions nobody has reviewed.
- Our stack is unusual. Can you support it?
- For the first line, usually — those tickets are patterns rather than products, and the team trains on your runbook. Where a system genuinely needs an engineer who's lived in it for years, that layer stays with you. What we add is making sure it only reaches them when it should.
- Do you cover out of hours?
- We staff the coverage window you agree, by shift. For a small overnight ticket volume, a documented on-call path is often a better trade than a night team — we'll work that through with you rather than quote the bigger option.
- Will this reduce our ticket volume or just absorb it?
- Absorb it first, then reduce it — in that order, and the second part needs you. The team can spot that forty tickets a month are the same VPN failure, but fixing the VPN is your engineers' call. We report the top drivers every month with the volume attached, and it's worth agreeing up front who owns acting on that, because otherwise the report gets read and nothing changes.
Next step
Talk through it helpdesk for your business.
Bring your current volume, your tools and your response targets. We'll tell you what a workable team looks like — including when that's a smaller one than you expected.