Technical Help Desk
First line technical support your users will actually find helpful.
We provide first and second line support for software, online services and connected products. Agents follow documented troubleshooting guides, resolve what they can, and pass well documented tickets to your engineering team when an issue needs deeper investigation.
What changes for you
The outcomes this service is designed to deliver.
Faster resolution of common issues
Password resets, set up questions and known problems are resolved without waiting for your engineers.
Better escalations
Tickets that reach your team include steps already taken, environment details and clear reproduction notes.
Product insight
Recurring issues are grouped and reported so your product team can fix the cause.
Scope
What is included.
- Account access and password support
- Onboarding, set up and how to guidance
- Troubleshooting from documented guides
- Ticket triage, categorisation and routing
- Escalation to your engineering team
- Help centre article suggestions
How automation and people share the work
Automation
- Categorises and prioritises incoming tickets
- Suggests relevant articles and fixes to customers and agents
- Summarises long ticket histories for faster handling
People
- Diagnose problems that do not fit a standard pattern
- Explain technical issues in plain language
- Decide when and how to escalate
The exact balance is agreed with you. Some clients prefer every conversation to be handled by a person.
How it runs
From first conversation to steady operation.
- 01
Review your support data
We study ticket categories, resolution paths and existing documentation.
- 02
Write the runbooks
Troubleshooting guides and escalation criteria are agreed with your engineers.
- 03
Train on your product
Agents work through your product and test environment before going live.
- 04
Report and refine
Resolution rates and escalation quality are reviewed and guides are updated.
A good fit for
Who this service tends to suit.
- Technology and SaaS companies
- Telecommunications and internet providers
- Connected device brands
Related industries: Technology and SaaS
Questions
Technical Help Desk: common questions.
Which help desk tools do you use?
Do you offer second line support?
Your customers deserve better. Let’s make it happen.
Tell us about your customers, your volumes and the hours you need covered. We will come back with a clear recommendation and a written proposal.