Help desk

Fast, effective and affordable IT support for your users, whenever they need it

Get the IT support your users need

IT is great – until suddenly it isn't. And when enterprise users need help, they usually need help fast, so that they can continue with their work as quickly as possible. However, recruiting and training for the wide range of skills needed to support today's users can be prohibitively expensive. That's why many organisations are turning to our experts, to give their users rapid, effective support whenever they need it, remotely and affordably, via our Help desk.

What is Help desk?

What is Help desk?

Help desk is remote support your users can access via telephone, email or a self-service portal.

It's delivered by technical experts who have access to our extensive and ever-growing knowledge database and European network, as well as their own, considerable experience. Your users can contact our Help desk when they have an issue and they'll speak to a member of our team who will take ownership of their problem and help resolve it, according to pre-defined service levels that help ensure speed and quality.

Flexible, to suit you

Flexible, to suit you

As standard, your users will receive 1st line user and access support during office hours (7am-5pm), including escalation to Level 2 or 3 as required.

User support covers workplace, mobile workplace and client applications while access support covers user administration and password management (contact us for the full list of competencies). You can also upgrade to 24/7 support, integrating it with 3rd party ITSM tools and adding Mac support. We can also provide onsite support.

Comprehensive user support

Comprehensive user support

As well as managing support for your agreed services, we also offer your fast-track training in PC and Office software. We'll troubleshoot workplace and printers, solve software problems and keep your users updated on the status of any reported issue and its resolution. In addition to responding within pre-determined timeframes to your request, we also proactively monitor your users' agreed systems and contact you if action is required.

Incident & problem management

Incident & problem management

Our incident and problem managers monitor and analyse incidents and ongoing problems, and their causes.

They'll identify and classify the problem and prioritise them according to your service level agreement. Our experts 'own' your users' problems and use their experience and our collective knowledge to deliver known workarounds and solutions – as quickly as possible. We also take care of change and request management, giving your users the best possible support.

Benefits

Agreed service levels

Agreed service levels

Covering response times, resolution times and satisfaction

Tailored to your needs

Tailored to your needs

Choose the technologies covered and office hours or 24/7

Reliable expertise

Reliable expertise

Thanks to experienced staff and a knowledge database

Single point of contact

Single point of contact

So resolving issues as quick and painless as possible

Proven procedures

Proven procedures

For fast, effective help when you need it the most

Affordable quality support

Affordable quality support

That would prohibitively expensive to deliver in-house

Get in touch

By clicking Send now, I agree to the terms and conditions outlined in the Proact Privacy Policy.