IT Support Helpdesk2022-01-22T15:53:28+01:00
Remote IT consultant

IT Support Help Desk

1st and 2nd level incident management

If you are running a business, chances are you are facing IT related issues on a frequent level. Our IT Support Helpdesk Solution provides a single point of contact for all your IT needs. Our qualified Help Desk Technicians address all incoming incidents quickly and effectively to ensure that your employees can run your business without interruptions.

What’s covered by our Help Desk Solutions

Fully Managed Service – integrate & sit back

Multilingual Help Desk Support (English, Spanish and German)

Help Desk reachable by Phone, Email and ITSM

Tech Support up to 24×7 as your business needs it

Expertise from qualified IT Engineers

Single call-to-solution approach

Response and resolution times guaranteed by SLA

Ticket handling through IT Service Management (ITSM)

ITIL standards applied to all operations

Simple invoicing on a per-ticket basis

The GOC IT Helpdesk – How it works

Our support agents take care of your IT issues and incidents from the first report until the issue is solved so that you can concentrate on your core business and use your resources optimally. Our professional IT service provides first and second level support. We work according to the ITIL service design with experienced IT specialists. Help Desk as a Service – a business model that will change the way your company functions. Relieve your experts and let us take care of your IT with our first-class service.

Will I be charged for the estimated volume of tickets per month?2022-01-21T13:20:14+01:00

No, only the base price is a fixed monthly charge. Tickets will be invoiced as per real number of tickets raised in any month. The estimation of tickets per month only serves to get you an idea of the approximate monthly costs of your IT operations in the case that tickets are being worked on. In short, if your company does not require any tech support in a month, then you will only be charged the base price, if any. Get your instant quote now.

First Level Support with a first contact resolution approach2022-01-04T13:56:01+01:00

Our First level support is the first point of contact in the event of IT malfunctions or user problems in the hardware and software area. Our claim as an IT outsourcing provider is the fastest possible restoration of the flawless operating condition of your infrastructure. Incoming faults are recorded and documented by telephone, email or ITSM, followed by a classification based on the priority of the fault. With our trained and experienced IT experts, we offer a comprehensive first level support with an average first-call solution rate of over 70%.

How support tickets are processed2022-01-04T13:56:01+01:00

When reaching out to our Helpdesk either by phone, email or self-service catalog, a new service ticket (incident or service request) will be created. Within this ticket all available details are documented and the customer who reported the issue receives an email notification with a unique ticket number and a summary of the requested service. A level 1 support agent will then immediately be assigned to work on the ticket. In case the ticket was opened by phone, the agent will try to offer a solution during the same phone call. Once the ticket has been worked on and the issue was resolved, the customer will receive another email notification informing them of the solution and closure of the ticket.

In the event that the agent is unable to resolve the issue due to its complexity, they will assign it to the level 2 support queue for further trouble shooting through an expert IT engineer. The customer will be updated through email notifications throughout the entire process and all performed work is documented within the ticket as well. The customer may also follow up on the ticket status by logging in to our ITSM software, which is available online.

During the entire ticket process our service engineers adhere to strict SLA’s as per our service agreement.

What are support levels and how do they work?2022-01-04T13:56:01+01:00

Following the ITIL standards, there are 3 support levels:

First level Support

The first level support agent is the one who takes the initial call, raises the ticket on behalf of the customer and offers initial troubleshooting. This is where about 70% of the incidents are resolved immediately. Our first level support technicians are usually IT allrounders that cover many areas on a medium technical level. However, in some cases the issue might be so complex that it requires in-depth technical analyses by an expert in a specific area (second level support), so the first level agent escalates the ticket to the second level.

Second level Support

The second level support consists of an expert IT engineer in the specific IT technology affected by the reported incident. A level 2 support engineer is capable of conducting in-depth technical analyses and troubleshooting with the goal to permanently fix the issue. At CloudSource IT, the second level support is either your in-house IT personnel or our IT experts, depending on your specific needs and preferences.

Third level Support

The last level of support is provided by the vendor or manufacturer of the defective device or software and is only involved in case of a faulty product that needs vendor side fixes. Our level 2 support engineers will escalate your incident to the vendor and work together with them on getting the issue fixed. Once this has completed, the ticket will be updated with the provided solution and the customer will be informed of the fix.

How are on premise hardware support interventions handled?2022-01-21T13:06:58+01:00

Hardware and on-premise interventions are not included out of the box in our managed service plans and there are different ways to handle this type of interventions. Your employees may raise a service request or incident to our helpdesk, which will then be processed according to the specific agreement with your company. In cases where our customers have a technician on premise, our helpdesk will work with them to get the ticket solved in a timely manner. In cases where there is no on premise technician available, we will order one of our service partners to visit your site and perform the needed tasks after we have received your approval of the cost. Hardware replacements and On Premise interventions are not included in the service fees.

If your company does have warranty and/or hardware replacement agreements with the respective vendors, then we will be happy to work with them to get the job done.

If you are interested in a permanent on site technician to work for your business, then please contact our sales department for more information.

Did we leave any questions unanswered? Check out our FAQ or contact us for more information.

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IT Support you can trust

All our Helpdesk Support Engineers are qualified in their respective areas of expertise and are well experienced. Their goal is to solve each and any reported issue as quick as possible.

Managed IT Helpdesk Support Outsourcing

Benefits of our Managed Helpdesk Solution

Instant Access to a pool of Experts

We offer a Multi-Disciplined Team that is trained in different technical aspects. With our Managed Help Desk Service you gain instant access to a variety of tech professionals at zero fixed costs.

Seamless Integration

Our Managed Help Desk service seamlessly integrates with your existing support infrastructure and adds up to it. Whether you prefer to have our experts take care of everything or have them work with other, internal support teams, our Help Desk Solution is the right choice.

Custom Support

Our Engineers are trained to understand your specific business needs and company goals to offer the best possible service. When ordering a customized Help Desk for your business, your employees won’t even notice it’s an external service. We can answer calls with your company’s name and send email notifications from your own support email addresses.

Incident Management

Each incident is assigned a unique ticket number which can be tracked through our ITSM system. Incidents are subject to SLA’s and the customer is kept up to date through status update notifications. Incidents may also be linked to Problem Records and worked on with different support teams.

Problem Management

Problem Records can pinpoint recurring issues. The resulting Root Cause Analysis (RCA) helps addressing the origin of these issues and contribute to permanently fixing those.

Root Cause Analysis

Through an in depth root cause analysis the origin of recurring issues can be isolated, leading to prevention and/or faster resolution in the future.

Need “IT” more customized?

Do you need a more personalized Help Desk experience for your company? Contact our experts for a free, custom project assessment.

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