Helpdesk 24/7
experts.
You don't need to be tech savvy—just call. From the moment you report your issue, your problem is directed to the right specialist.
of support quickly solves the most common problems.
of support if necessary, takes over the ticket and finds an effective solution.
Account Manager Your company has its own Account Manager and Quality Manager who constantly monitor the quality of services provided.
- more than just a helpdesk More than just problem-solving.
Online Support is more than just an IT helpline. We handle everything needed to keep your systems running smoothly.
Our average customer satisfaction rating is 4.9/5 – and it's constantly growing.
Every company has different needs. That's why we offer two IT Helpdesk service models – both based on a fixed monthly subscription with no call limits.
Technology, experience, and process predictability.
A team of specialists from various IT areas guaranteeing full expert support.
Project experience in small and large organizations.
Technology partnerships – better pricing and faster order fulfillment.
In-house purchasing and hardware service department.
Transparency of work, documentation, and progress reports.
Proactive approach – eliminating problems before they arise.
Implementation in accordance with security best practices.
Full implementation and post-implementation support.
up to 40 employees
remote support
support on weekdays from 9:00 to 17:00
up to 90 employees
1 service visit per week
support on weekdays from 9:00 to 17:00
up to 100 employees
2 service visits per week
24/7/365 support
Components of the service
Estimated valuation
The offer is negotiable. As part of the offer, you receive unlimited support hours.
our
support.
Do you also help with purchasing equipment and licenses?
Can I only have support during specific hours?
Is the service limited by the number of requests?
The average call answer time is 18 seconds, and we take the first action within 15 minutes.
Yes. We have our own purchasing department and work with official distributors.
Yes. We agree on the hours individually, depending on the needs of your organization.
No. A fixed subscription covers any number of support requests within a set support timeframe.
IT helpdesk is one of the most important aspects of our offering. Almost every potential client inquiry includes a request for a brief description of the helpdesk service. So let's start with a simple definition of this service.
IT helpdesk services are the resolution of technical problems reported by users within an organization. These are most often problems related to the operation of a single workstation (e.g., broken email, lack of internet access, problems starting a computer, etc.).
We offer two main cooperation models under which we provide IT helpdesk services. The choice of a specific option usually depends on the size of the organization wishing to outsource this part of its competences.
Comprehensive IT Helpdesk Model (Subscription)
Under the first model, we provide IT helpdesk services as part of a broadly defined comprehensive IT service for the company. In this case, we provide all IT services necessary for the operation of the organization. This is known as full IT outsourcing.
Each client using this option has a dedicated IT specialist. Reported problems are mostly resolved remotely, as this is the fastest way to obtain IT support. Additionally, the specialist is responsible for routine visits to the client's office, usually once a week. This visit is a supplement to remote IT support – some issues simply require a discussion during a standard meeting.
We provide IT helpdesk services in a comprehensive model based on a fixed monthly subscription fee (lump sum), with individual pricing. We do not use a pre-defined IT service price list, and when someone asks "how much does IT outsourcing cost?" we will provide a "range" price.
IT helpdesk services provided in a comprehensive model are most popular among small and medium-sized businesses with fewer than 200 employees.
Task-Based IT Helpdesk Model
The second IT helpdesk service model is the task-based model, where we solve precisely defined problems and perform specific tasks. Typically, a list of such problems and tasks is compiled at the very beginning of the relationship and may include, for example:
- Resetting passwords for Active Directory or selected client applications;
- Installing programs from a pre-defined list, such as a VPN client;
- Adding and removing users from distribution groups;
- Installing peripherals;
- Diagnosing internet access problems on a workstation, etc.
As you can see, the tasks on this list are highly repetitive. This brings us to the greatest advantage of the task-based model: it allows the local IT department to be relieved of the simplest, yet relatively time-consuming, tasks.
The second advantage of this model is maintaining the continuity of the helpdesk service without the need to hire additional staff. This is particularly important for companies operating extended hours or 24/7. Local IT departments typically operate from 9 a.m. to 5 p.m., and extending their availability is simply too costly.
Tickets are handled by our First Line of Support (PLW), which resolves issues remotely 24/7.
The pricing of helpdesk services in the task-based model is also individual. It largely depends on:
- The scope of responsibilities assumed;
- Estimated number of tickets;
- Support hours;
The task-based model is most often chosen by companies employing at least 200-300 people.
An IT helpdesk is a technical support service designed to help computer and software users resolve various technical issues. IT helpdesks can support both internal users and external clients.
Tasks performed by an IT helpdesk can include diagnosing and repairing hardware and software issues, handling software usage queries, maintaining systems and applications, and managing incidents and service requests.
At Support Online, we offer top-tier IT helpdesk services. Our team consists of experienced specialists who are available 24/7 to provide fast and effective assistance for all types of IT issues.
Our services include both reactive technical support for outages and problems, and proactive measures to prevent problems and keep systems in top condition. Our goal is to ensure that technology works for our customers, not against them.
Customers who choose to use the helpdesk service in Support Online will receive:
- Guaranteed response times starting from 30 minutes;
- Clear records of reported issues in the ticket system. Our helpdesk system is an application built on years of experience and dedicated to handling thousands of requests daily;
- Continuous monitoring of the quality of our work. Users can rate the completion of each task, giving a rating from "1" (very poor) to "5" (excellent). Nothing better demonstrates the quality of our work than a full set of "5" ratings at the end of each month.
- Access data security. Providing IT helpdesk services, we have access to sensitive customer data. This data is properly secured, as evidenced by our ISO27001 certification.
An IT helpdesk specialist, often also known as a technical support technician, is responsible for providing assistance and support to users experiencing technical issues. These issues can range from simple questions about using software to complex problems related to hardware failures.
An IT helpdesk specialist typically resolves issues through direct interaction with users – for example, by phone, email, or chat – but can also use remote access tools to diagnose and fix problems.
At Online Support, our Helpdesk team is available 24/7 to serve our customers. For example, they can help a user who is having trouble logging into the system, repair a printer that has stopped working, or perform a software update.
Furthermore, our Helpdesk specialists regularly monitor our clients' systems to detect and resolve issues before they become critical. Our goal is to ensure the continued operation of our clients' IT systems and minimize downtime caused by technical issues.
The IT Helpdesk at Support Online is the first point of contact for all our clients' technology inquiries and issues. Our team resolves a wide range of issues, from simple software usage queries to complex hardware failures.
For example, we can help a user who has forgotten their password and is unable to log in, or someone who is experiencing problems with the installation or operation of specific software. Furthermore, our specialists can also diagnose and repair network issues, such as slow internet connections or difficulties accessing specific websites or services.
For more complex issues, such as system outages or serious security issues, our IT Helpdesk specialists can quickly escalate the issue to the appropriate Online Support teams, such as systems administration or cybersecurity. Our integrated approach allows us to provide fast and effective assistance for all types of IT issues.
Our goal is to minimize downtime and disruption for our customers while providing the highest quality service and support.
