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A staffed first line for your users, with defined response targets and a ticket trail.
A help desk exists so your users have somewhere to go that isn't the one person in the office who happens to be good with computers. That informal arrangement works until it doesn't, and it leaves no record of anything.
Every contact becomes a ticket with an owner, a priority and an audit trail. That matters more than it sounds — it's how you discover that forty hours a month are going into one recurring problem worth fixing properly.
Reachable by phone, email or portal. We don't force users into a system they'll avoid.
Publishing exclusions is deliberate. Nobody in this market does it, and it's the fastest way to avoid a variation conversation later.
If yours isn't here, ask — we'd rather answer it before you buy than after.
That's often the best arrangement. We take first line so they can work on projects instead of password resets, and they keep the institutional knowledge.
Per user or per device, depending on which fits your environment. Both are predictable monthly costs rather than hourly billing, which we've found stops people avoiding calling us.
Free site survey first. You keep the findings whether or not you buy.
