Dedicated Helpdesk
Built Around You
Not a shared queue. Not a call centre. A fully staffed, ITSM-configured helpdesk that runs under your brand, in your tools, to your SLA — operational in six weeks.
6wk
From contract to live
Typical onboarding period
8+
ITSM platforms supported
No forced migrations
12
Languages available
For multi-region teams
99.5%
Helpdesk availability
Across all shift models
A Helpdesk Designed for Your Business
Every decision — tooling, staffing, shift model, branding — is made around your requirements, not ours.
White-label or co-branded
Your brand, your name, your tone. We staff and run the function — your users see your helpdesk, not ours.
ITSM tool agnostic
We work in your existing ITSM, or we stand one up for you. No forced migrations, no re-training your team.
Dedicated or shared agents
Named dedicated agents for consistency, or access to a shared pool for cost-efficiency. Or both — by shift.
Knowledge base ownership
We build and maintain your KB. Articles are written from resolved tickets — your knowledge doesn't leave when agents do.
Multi-language support
English, French, German, Spanish, Polish, Romanian and more — matched to your regional workforce.
Weekly reporting included
Ticket volume, resolution time, CSAT, backlog age — delivered every Monday. No extra charge.
Coverage That Matches Your Workforce
Choose the model that fits your geography and risk tolerance. All models include the same ITSM integration and reporting.
Business Hours
Hours
Mon–Fri 08:00–18:00
Staffing
2–10 agents
30-min first response
Extended Hours
Hours
Mon–Fri 07:00–22:00
Staffing
3–12 agents
20-min first response
Follow the Sun
Hours
24/5 across regions
Staffing
Regional pods
15-min first response
Always On
Hours
24/7/365
Staffing
Rotating shifts
10-min first response
We Work In
Your Tools
Live in Six Weeks
Discovery & scoping
We interview your IT leads, review your current ticket data, and map the support flows that need covering.
Agent selection & training
We recruit or assign agents matched to your technical environment and cultural requirements. 4-week onboarding.
ITSM configuration
We configure your tooling — queues, SLA timers, escalation rules, knowledge base structure, and reporting.
Parallel run (2 weeks)
New helpdesk runs alongside your existing function. We validate quality before full cutover.
Go-live & hypercare
Cutover with senior oversight for the first 2 weeks. Any teething issues fixed within 24 hours.
Monthly service reviews
Your SDM chairs a monthly review — performance vs SLA, agent feedback, process improvements.
Your Helpdesk,
Running in Six Weeks.
Tell us your headcount, ITSM platform, shift requirements and SLA targets. We'll scope a dedicated helpdesk model and provide a fixed monthly price.