Offerings
- Helpdesk and escalation support
- Monitoring, patching, and maintenance
- Endpoint and identity management
- Knowledge base and training
Approach
- Intake: clear SLAs, triage, and communication
- Resolve: root-cause, fix forward, and prevention
- Improve: ticket analytics and problem management
Service tiers
- L1/L2 user support with remote assistance
- L3 engineering escalation and on-call
- Managed service packages with monthly reviews
Tooling
- Intune/Endpoint Manager, Autopilot, MDM/UEM
- Defender, Sentinel, and posture management
- ITSM platforms: ServiceNow, Jira Service Management
SLAs & reporting
- Response and resolution targets by priority
- Monthly service reviews and improvement actions
- Customer satisfaction and quality metrics
Outcomes
- Reduced downtime and higher satisfaction
- Predictable operations and fewer recurring issues
- Continuous improvement through insights