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Service Desk / Desktop Support Services

Your internal employees are the heart of your business – keep them happy

We treat your employees like our customers, because they are.

Keeping your employees productive promotes a happier workforce. Our efficient, proactive and ITIL-based service desk and desktop support teams can help to minimize outages and improve employee productivity.


Your success comes from our focus on four key areas


Customer satisfaction 

  • Ensure 100% incident closure (FLR or assigned) within SLAs
  • Flex staffing model to maintain ASA
  • Customer survey sent after incident closure

Reducing incidents

  • We categorize all incidents by – software, infrastructure and training related to help pinpoint remediation response 
  • Ensure change management support - new technology introduction, software and infrastructure enhancements
  • Problem management
  • Root cause analysis


Increasing FLR by closing level 1.5 / 2 tickets

  • Reduce customer downtime
  • Reduce cost to resolve


  • Minimize AHT by using bench team as necessary
  • Utilize templates by incident type
  • Evaluate hub vs. dispatch models for desktop support
  • Apply/recommend technology over time - chatbot, workflow tools, etc.