Your Employees Get Help. Fast.
We operate your IT help desk with SLA-backed response times, multi-channel support, and Level 1–3 resolution, so your team spends time on work, not waiting for IT.
IT Help Desk
- Phone & Chat Support
- ITSM Ticketing
- Remote Support
- Knowledge Base
Level 1–3 Support Coverage
We cover all support tiers — from password resets and connectivity issues (L1) through complex system configurations and escalations (L3) — with clear escalation paths and SLAs at each level.
Get Started- L1: Password resets, account access, connectivity issues
- L2: Software installation, configuration, peripheral setup
- L3: Complex troubleshooting, server issues, network faults
- Clear escalation matrix with ownership at each tier
- Specialist escalation to vendor support when required
Multi-Channel Support Delivery
Your employees should be able to get help the way they prefer — phone, email, chat, or self-service portal.
Get Started- Dedicated phone line with live agent answer
- Email ticketing with automated acknowledgment
- Microsoft Teams and Slack integration for chat-based support
- Self-service portal with knowledge base and ticket tracking
- Remote desktop support with user consent workflows
Service Level Agreements
SLAs aren't just numbers — they're commitments we stand behind with reporting and financial credits.
Get Started- P1 Critical: 15-minute response, 2-hour resolution target
- P2 High: 1-hour response, 4-hour resolution target
- P3 Medium: 4-hour response, next-business-day resolution
- Monthly SLA performance reporting with trend analysis
- Financial credits for SLA breaches — we put skin in the game
Employee Onboarding & Offboarding
IT onboarding and offboarding is one of the highest-volume, most error-prone IT processes. We make it automated and reliable.
Get Started- Automated account provisioning on hire
- Device staging and shipping to new employees
- Day-1 IT orientation and setup assistance
- Offboarding: account suspension, device retrieval, data wipe
- HRIS integration for trigger-based provisioning
What We Deliver
A comprehensive set of IT Help Desk capabilities, designed to work together or independently.
Phone & Chat Support
Live agent support via phone, Teams, and Slack with guaranteed answer times.
ITSM Ticketing
ServiceNow, Freshservice, or Zendesk-based ticketing with SLA tracking and reporting.
Remote Support
Screen sharing and remote desktop support resolving most issues without on-site visits.
Knowledge Base
Self-service knowledge base reducing ticket volume and empowering users.
Onboarding Automation
Automated account and device provisioning triggered by HRIS on day of hire.
SLA Reporting
Monthly performance dashboards with response times, resolution rates, and satisfaction scores.
Critical issues receive a live response within 15 minutes, 24 hours a day.
Over 95% of L1 tickets resolved on first contact without escalation.
Around-the-clock support coverage including weekends and holidays.
Why Choose InnovTen
We don't just deliver projects. We build partnerships that drive long-term outcomes.
Fast Resolution
SLA-backed response and resolution times your employees can count on.
Dedicated Account Team
A named account manager who knows your environment and users.
Reduced IT Costs
Managed help desk typically costs 30–50% less than equivalent in-house staffing.
Transparent Reporting
Monthly reports on ticket volumes, resolution times, and user satisfaction.
Compliant Processes
ITIL-aligned processes with audit-ready documentation for ISO and SOC 2.
Scalable Coverage
Scale support up or down as your headcount grows without hiring delays.
Our Delivery Process
How we approach every IT Help Desk engagement, from first call to ongoing operations.
Environment Discovery
Document all systems, users, common issues, and existing processes to understand your support needs.
Onboarding & Integration
Set up ticketing system, integrate communication channels, and import user directory.
Knowledge Base Build
Document your environment-specific resolutions and build self-service articles.
Service Launch
Go live with a parallel period alongside existing IT for knowledge transfer.
Continuous Improvement
Monthly reporting, quarterly business reviews, and ongoing process refinement.
Environment Discovery
Document all systems, users, common issues, and existing processes to understand your support needs.
Onboarding & Integration
Set up ticketing system, integrate communication channels, and import user directory.
Knowledge Base Build
Document your environment-specific resolutions and build self-service articles.
Service Launch
Go live with a parallel period alongside existing IT for knowledge transfer.
Continuous Improvement
Monthly reporting, quarterly business reviews, and ongoing process refinement.
IT Help Desk in Action
Real-world applications across industries we've delivered for.
Full IT Outsourcing
Complete help desk for a 200-person law firm with no internal IT — SLA performance consistently above 98%.
After-Hours Coverage
After-hours L1 and L2 support augmenting an internal IT team — covering critical clinical system issues overnight.
Multi-Location Support
Centralized help desk supporting 50 retail locations across 3 time zones with phone, chat, and remote support.
Onboarding Automation
Automated IT onboarding for a company hiring 30+ people per month — zero manual provisioning steps.
Frequently Asked Questions
Common questions about our IT Help Desk services.
We offer remote support as the primary delivery model for cost efficiency — resolving 95%+ of issues remotely. On-site support is available in our service areas for hardware issues that require physical presence, typically covered under a separate on-site SLA.
We work with ServiceNow, Freshservice, Zendesk, Jira Service Management, and ConnectWise. We can operate within your existing ITSM platform or recommend and implement one as part of onboarding.
We offer true 24/7 coverage with live agents, not just an answering service. After-hours support is staffed at the same service level as business hours for P1 and P2 issues.
Standard onboarding takes 2–4 weeks — discovery, tooling setup, knowledge base creation, and a parallel run period before full handover. More complex environments with custom integrations may take 4–6 weeks.
Ready to Get Started with IT Help Desk?
Tell us about your project. We'll respond within 24 hours with a clear next step.