Ticket logging and tracking
Requests from email, phone or a portal go into a ticketing system, and every ticket has a status, an owner and a history.
Managed IT
Helpdesk services and user support for your company
An employee locked out of email since the morning, or the second-floor printer failing again, is rarely a big technical problem. It still eats working hours. Our helpdesk services log, prioritize and follow every user request until it is closed, mostly over remote sessions, with an engineer on site when the job needs one.
Tools & technology
helpdesk
- GLPI
- osTicket
- Active Directory
- Microsoft 365
- Outlook
- AnyDesk
- Windows 11
- Group Policy
6work areas
4deliverables
4steps
What is Helpdesk & User Support?
Helpdesk services are ongoing support for employees' everyday computer problems, from locked email accounts to printer and Outlook errors, run through a ticketing system that logs and follows every request until it is closed. They suit companies where staff ask the most tech-savvy colleague for every fix, requests get lost between calls and chat messages, or a new hire waits days for a working computer. The PikoSystem helpdesk logs tickets in GLPI or osTicket, fixes software, browser and driver issues over remote sessions with the user's permission, creates and disables Active Directory accounts, prepares new starter machines from a fixed checklist, and traces recurring issues to their root cause. Jobs that cannot be done remotely are handled on site. You receive a working ticketing system, joiner and leaver checklists, a hardware and software inventory and a monthly ticket report.
When you need Helpdesk & User Support
- Staff ask the most tech-savvy colleague for every small fix.
- Requests get lost between phone calls and chat messages.
- A new hire waits days for a working computer.
- We cannot tell which problems keep coming back.
What Helpdesk & User Support includes
Remote support
With the user's permission we connect through a remote access tool and work on software, Outlook, browser and driver issues on the spot.
Accounts and permissions
Creating and disabling Active Directory accounts, password resets, shared folder access and email distribution groups.
New starter setup
Operating system and standard software install, domain join, and email and printer setup, all from a fixed checklist.
Printers and peripherals
Driver installs, sharing printers on the network and clearing common print queue errors.
Recurring issue analysis
We group similar tickets and report the root cause, such as a misconfigured Group Policy or a machine at the end of its life.
What you get from Helpdesk & User Support
- A working ticketing system and a request procedure for staff
- Joiner and leaver checklists for accounts and devices
- An inventory of hardware and installed software
- A monthly ticket report with recurring issues and proposed fixes
Helpdesk & User Support: a practical guide
What is a help desk, and how are requests split between tiers?
A typical helpdesk structure starts at tier 0, self-service such as a password change page or a VPN setup guide. Tier 1 fixes everyday requests on the spot, and tier 2 takes problems that need work on servers, Group Policy or the network. Anything that belongs to a software or hardware vendor goes to tier 3, the vendor's own support.
For accounting and ERP software, errors inside the application are handled by the vendor's remote support. The helpdesk's part is preparing the user's machine, network connectivity, database access and coordinating with the vendor, so the issue does not bounce between two parties.
On-site IT support or remote computer support?
Software problems, Outlook profiles, folder permissions and application installs are usually fixed remotely. Hardware failures, network cabling, paper jams and mechanical printer faults, physical setup of new devices and machines that cannot reach the network at all need someone on site.
A few simple habits cut on-site visits: labeled cables and switch ports, a spare ready-to-use computer for key users, and one person in the office who can restart a device or move a cable while an engineer guides them remotely.
What reduces end-user IT support requests
Removing local admin rights from users prevents unwanted installs and a large share of infections. Windows LAPS sets a unique, automatically rotated local admin password on each machine, so no single password opens every device.
Mapping network drives and printers through Group Policy, installing Windows from a standard image and buying the same hardware models all cut recurring issues. A self-service password reset page noticeably reduces password tickets as well.
Outsourced helpdesk: what to settle before you start
Decide who can open requests and who approves access requests, such as opening the finance folder to an employee. Set a policy for personal devices and staff home computers, since supporting them carries different risk and responsibility.
The leaver process matters most. User accounts, email and VPN access should be disabled on the last working day, with the line manager logging the request in advance. Software and hardware purchases also need a clear approval path.
How Helpdesk & User Support works
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01
Discovery
We look at user numbers, operating systems, business applications and how issues are handled today.
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02
Ticketing setup
We set up the request system, install the remote access agent on machines and walk your staff through the process.
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03
Daily support
Requests are handled by the agreed priority levels. Response times for each level are set in the contract.
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04
Review and fix
Each month we review tickets and propose permanent fixes for problems that keep returning.
Helpdesk & User Support: frequently asked questions
Is remote computer support safe?
The remote access tool only connects with the user's approval or under a policy you set. Every session is logged and you can see the connection history. When our work ends, access is handed back and the agent is removed from your machines.
Does an outsourced helpdesk make sense for a 20-person company?
For many small companies a full-time hire just for user issues is hard to justify. An outsourced helpdesk gives you a known monthly cost, and support does not stop when one person is on leave. The right answer depends on your request volume, which we measure in the first review.
How is a helpdesk different from a network support contract?
The helpdesk focuses on day-to-day user problems and their devices. A network support contract covers servers, firewalls, switches and backups. Many companies combine both in one agreement.
What hours does the helpdesk cover?
Coverage hours and response times per priority are set in the contract. If you run evening shifts or work on weekends, we write that in.
Related searches
- company computer support
- end-user IT support
- outsourced helpdesk
- remote computer support
- on-site IT support
- enterprise help desk
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Quote
Tell us what you need, we'll come back with a plan and a price
A few lines on where things stand and what you want is enough. An engineer calls you back, not a sales rep.
- 01We read your request and call if anything is unclear.
- 02If needed, we do a quick remote review or a site visit.
- 03You get a written proposal with scope, timeline and cost.