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Managed IT & Support

24/7 IT help desk and service desk

When something stops working, your users need to reach someone who can fix it. Our help desk gives your staff direct access to support, tracks every request as a ticket, prioritizes by business impact and provides 24/7 monitoring and support for managed-service clients.

Discuss your project How the work is delivered

A good fit if

  • Your staff ask a colleague or a manager for IT help because there is nobody else to ask.
  • Requests arrive by text, hallway conversation and email, and some are forgotten.
  • You need support outside office hours for people working shifts, remotely or in other time zones.
  • Your internal IT person needs someone to take first-line calls.
  • You want data on what keeps going wrong so it can be fixed properly.

Another approach may suit you better if

  • You only need help once or twice a year. Occasional project work may be more economical.
  • You need support for consumer devices or personal accounts unrelated to your organization.
  • You want a help desk without any access to your systems. We can log requests, but we cannot fix what we cannot reach.

What this service is

An IT help desk is the front door to IT support: the place your users go when a laptop will not start, email stops syncing or an application shows an error. A service desk goes further, tracking every request, managing changes and looking for the causes behind repeat problems.

Promatics provides both as part of our managed IT services and co-managed IT agreements. We aim to make support easy and well organized for your staff: they know how to reach us, what happens next and when to expect an answer.

How support works

Direct access. Your users contact the help desk themselves by phone, email or the support portal. There is no need to go through a manager or an office administrator first, which removes bottlenecks and means we hear about problems sooner.

Every request becomes a ticket. Tickets record who asked, what was affected, what was done and when it was resolved. That record helps with accountability, and the patterns in it show where users need training or where a system needs to be improved.

Priorities by business impact. Our service agreement ranks matters from P1 to P4:

  • P1: a significant outage, such as a server or cloud application that many people depend on.
  • P2 and P3: problems in between, ranked by how many people are affected and whether a workaround exists.
  • P4: a routine request, such as help with a password reset.

The exact definitions and the response targets for each level are set in the service agreement. For the most common P4 request, forgotten passwords, we can set up self-service password reset so users can fix it themselves without opening a ticket.

Around the clock. Managed-service clients get 24/7 monitoring and support, regardless of time or holiday. Monitoring often catches failing disks, full storage or offline equipment before users notice.

What the help desk covers

  • Desktops, laptops, tablets and phones used for work.
  • Microsoft 365, email, Teams, OneDrive and SharePoint. See Microsoft 365 and modern workplace.
  • Printers, scanners and shared devices.
  • Network and Wi-Fi access, VPN and remote working.
  • Common business applications, with escalation to the vendor when the fault is in their software.
  • User accounts, permissions, onboarding and offboarding.

Most issues are resolved remotely. When a problem needs someone on site, such as failed hardware or cabling, on-site support can be arranged.

Learning from every request

Help desk data is useful beyond fixing individual problems. Because users contact us directly, we see patterns across the whole organization: the same error on several laptops, repeated questions about a new application, or one team that struggles with file sharing. We report these trends and recommend fixes, such as a configuration change, a replacement device or a short training session. Fixing root causes means fewer tickets and less disruption over time, which is why a consistent, standards-based approach to support pays off the longer it runs.

Getting help as an existing client

Existing clients can log a technical support request through the client support page. Please use that page for technical requests only, so they reach the service team directly.

What is included

The exact list is agreed in writing for each project. These are the usual deliverables and the usual boundaries.

Typical deliverables

  • Direct access for your users by phone, email and a support portal.
  • A ticket for every request, with status updates and a record of how it was resolved.
  • Prioritization from P1 (major outage) to P4 (routine request), with response targets set in the service agreement.
  • Remote support for desktops, laptops, mobile devices, printers and common business applications.
  • On-site support, arranged when a problem needs someone physically present.
  • Self-service password reset, so users do not need a ticket for a forgotten password.
  • Escalation to our specialists and to your software and hardware vendors.
  • Regular reports on ticket volumes, recurring problems and training gaps.

Not included unless agreed separately

  • Replacement hardware, parts and licenses, billed separately.
  • Development work or changes to line-of-business software, which the vendor or a separate project must cover.
  • Support for systems outside the agreed scope, unless added in writing.
  • Formal user training courses, which can be quoted separately.

What we will need from you

Most delays in this kind of work come from access and decisions, not from the technical build. Knowing these early keeps the project predictable.

  • A list of users and devices to be supported, kept up to date as people join and leave.
  • Remote access agents installed on supported devices.
  • Contacts and support contract details for your key software vendors.
  • A named person who can approve access changes, purchases and priorities.
Delivery

How the work is delivered

Each stage ends with something you can review before the next one starts.

  1. Gather information

    We collect your user list, device inventory, key applications, vendor contacts and how requests are handled today.

    Output: Service desk profile.

  2. Set up access

    Remote support agents, the support portal and self-service password reset are configured and tested.

    Output: Working support channels.

  3. Introduce users

    Your staff receive a short guide on how to contact the help desk, what to include in a request and what to expect.

    Output: User guide and launch notice.

  4. Support and improve

    Tickets are handled and tracked, and trends are reviewed to find root causes and training needs.

    Output: Regular service reports and recommendations.

Testing and handover

  • Every request is logged as a ticket, so nothing depends on memory.
  • Priorities and response targets are defined in the service agreement and applied consistently.
  • Access to your systems is logged, and approval rules are followed for sensitive changes.
  • Recurring problems are flagged for a permanent fix, not just repeated workarounds.
  • Reports show volumes, response against targets and open issues.

What affects the cost

We do not publish package prices. Each estimate is based on an agreed scope, in US dollars, with taxes shown separately. These are the things that move the number most:

  • The number of users and devices supported.
  • Whether you need business-hours or 24/7 cover.
  • The number and complexity of business applications.
  • How often on-site visits are needed, and where your locations are.
  • Whether the help desk is part of a fully managed or co-managed agreement.

Questions buyers usually ask

Is the help desk available 24/7?

Yes, for managed-service clients, 24/7 monitoring and support is part of the agreement. What is covered out of hours, and the response target for each priority, is written into your service agreement.

How are requests prioritized?

We use four priority levels. A significant server or cloud application outage is P1. Help with a password reset is P4. Targets for each level are set in the service agreement, and P1 matters are handled ahead of everything else.

Can our users contact you directly?

Yes. We give users direct access to support, which removes bottlenecks. It also lets us see patterns across requests, so we can recommend training or system improvements.

Can you support staff in different time zones?

Yes. Tell us where your people work and which hours matter during setup. We plan support channels around them, and the hours covered and the response target for each priority are written into the service agreement before it starts.

What happens with problems caused by our software vendors?

We gather the evidence, open a ticket with the vendor, escalate when needed and keep your user informed. Vendor technical assistance is part of our managed services core offering.

Service

Managed IT services

We monitor, manage, support and secure your IT systems and users under one agreement, for a fixed and predictable monthly fee.

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Client support

Existing Promatics clients can log in to the client support portal to open and track tickets. Managed-service clients have 24/7 support.

Need dependable support for your users?

Tell us how many people you support, how requests are handled today and when you need cover. We will reply to arrange a conversation.

Discuss help desk support