Help Desk Support
Real People, Fast Responses
When something stops working, your team reaches a real person. Fast responses during business hours, standard requests resolved the same day, and after-hours emergency escalation for managed clients.
What an outsourced help desk is
A help desk is the single point of contact for everyday IT problems: password resets, email and Microsoft 365 issues, slow or broken devices, printers, new starters and leavers. Outsourcing it gives a small business a trained team and a proper ticketing process without having to hire and cover staff.
What the help desk covers
- Microsoft 365 and email issues
- Account lockouts and password resets
- Laptops, desktops and mobile devices
- Printers and other peripherals
- Network and Wi-Fi faults
- Setting up new starters and closing off leavers
- Software installs and access requests
- Escalating faults to your software or hardware vendors
Response and resolution are different
Acknowledgement is how quickly someone picks up your request. Resolution depends on the problem. Requests are acknowledged promptly during business hours, standard requests are resolved the same day, and most are fixed remotely straight away.
For critical issues, managed clients have after-hours emergency escalation, so a serious problem is not left until the next morning.
What is not included
Project work such as migrations, office moves and new-site builds is scoped separately, and hardware and licences are purchased separately. Your proposal sets out what is in scope, so there are no surprises.
What We Deliver
Real Engineers
Your staff reach a real person who knows your environment, not a script reader working from a knowledge base.
Fast Response
Requests are acknowledged promptly during business hours, so problems do not sit in a queue.
Same-Day Resolution
Standard requests are resolved the same day, and most are fixed remotely straight away.
After-Hours Escalation
Managed clients have after-hours emergency escalation for critical issues, so a serious problem is not left until the next morning.
Remote First, On-Site When Needed
Most issues are fixed remotely. When hands-on work is needed, such as hardware replacement or a network install, we arrange a visit.
Clear Tracking & Reporting
Every request is tracked, and regular reporting shows what was raised, what was resolved and what keeps recurring.
Why Choose TandemIT
How a Request Is Handled
- Step 1
You raise a request
Call or email us. You reach a real person who knows your environment.
- Step 2
We triage
Priority is set by business impact, so one locked-out user and a full office outage are not treated the same way.
- Step 3
We fix it
Most issues are fixed remotely straight away. If hands-on work is needed, we arrange a visit.
- Step 4
We close and review
We confirm the fix with you, and regular reporting shows what was raised and what keeps recurring so the cause can be fixed.
Frequently Asked Questions
What hours is the help desk available?
Monday to Friday during business hours, with after-hours emergency escalation for managed clients.
Who answers when I call?
A real person who knows your environment, not a script reader working from a knowledge base.
Do you fix problems remotely?
Yes. Most requests are fixed remotely straight away, which is quicker for you than waiting for a visit.
What if a problem needs someone on site?
We arrange a visit when hands-on work is needed, such as hardware replacement or a network installation.
How is the help desk billed?
As a fixed monthly plan, per ticket, or per project, on fair and flexible contract terms. Your proposal sets out the price before you commit.
Do we need managed IT to use the help desk?
No. Because services can be billed per ticket, you can use help desk support without taking on a full managed plan, and move to one later if it makes sense.
Ready to Get Started?
Contact us for a free, no-obligation assessment. We'll review your current setup and show you where you can improve.
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