Outsourced IT Helpdesk Services
L1/L2/L3 teams. 15-min critical response. 99.7% SLA. CompTIA and Microsoft MCSA certified technicians answer tickets 24/7. Trusted by 1,200+ businesses. ConnectWise, Autotask, ServiceNow ready.
Tickets pile up. Users scream. IT burns out.
Tickets per month handled across our client base — L1 deflection, L2 escalation and L3 expert handoff.
L1 average resolve for password resets, account unlocks, software installs and user access.
P1 response guarantee — service down, VDI crashes, security incidents. 24/7/365.
Onboarding — day 1 kickoff, day 2-3 access setup, week 2 live with your oversight, week 3 independent.
Complete IT helpdesk solution.
Ticket Management
Every ticket tracked, prioritized and resolved. Integrates with ConnectWise, Autotask, ServiceNow, Zendesk, Freshdesk and Jira Service Desk. Complete resolution documentation.
15-min P1 SLA
15-min response for critical issues. 30-min high-priority. 2-hr standard. All times backed by a 99.7% SLA with monthly reporting and miss credits.
Remote Support
Screen share, take control, fix the problem. TeamViewer, AnyDesk and ConnectWise Control — secure, encrypted sessions, live troubleshooting with the user.
Tiered L1/L2/L3 Model
L1 handles password resets (~5-min avg). L2 takes app/VPN issues (~15-min avg). L3 owns server crashes and DB corruption. Auto-escalation for critical tickets.
Knowledge Base
Every resolution documented. Searchable KB, how-to articles and self-service portal — deflection that stops the same ticket coming back twice.
Monthly Reporting
Ticket volume, resolution times, SLA compliance, top issues and user satisfaction. Executive summary plus raw data. No black-box metrics.
Right tier. Right technician.
L1 Support
First-line helpdesk for common requests
- ●Password resets and account unlocks
- ●Software installation assistance
- ●Basic troubleshooting
- ●User access requests
- ●Printer and peripheral setup
- ●Email configuration help
L2 Support
Technical support for complex issues
- ●Application errors and crashes
- ●Network connectivity problems
- ●VPN and remote access issues
- ●Software configuration
- ●Performance troubleshooting
- ●Security incident response
L3 Support
Expert engineers for critical problems
- ●Server failures and crashes
- ●Database corruption recovery
- ●Advanced networking issues
- ●Security breach response
- ●Complex integration problems
- ●Custom scripting and automation
“We moved 1,400 end-user tickets a month onto the Medha helpdesk inside three weeks. L1 closes 72% of tickets without escalation, P1 response has hit 15 minutes every time we've tested it, and our internal IT finally stopped answering 3 AM pages.”
Sanjay R. — IT Director, Mid-market Logistics · 24/7 Helpdesk
Frequently Asked Questions
What is included in 24/7 IT helpdesk support?+
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How does your tiered support model work?+
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Stop chasing tickets. Start closing them.
L1/L2/L3 ready in 1 week. 15-min P1 SLA. CompTIA and Microsoft certified.
24/7/365 · ConnectWise · Autotask · ServiceNow · Zendesk · Freshdesk
Digital Workspace
AVD, Intune, AutoPilot, Zero Trust.
Learn More →NOC Services
24/7 monitoring and incident response.
Learn More →IT Services Hub
All end-user IT services.
Learn More →Server Support
Windows, Linux, VMware, databases.
Learn More →Cloud Management
Managed cloud ops — AWS, Azure, GCP.
Learn More →Professional Services
All IT services.
Learn More →Managed IT Services Guides & Best Practices
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