Single point of contact
Email, phone or portal. Every request is logged and tracked through to closure rather than living in someone inbox.
Managed Service Desk
One route for every IT request, with response targets in writing.
What is a managed service desk?
A managed service desk is an outsourced IT support team that your staff contact for any technology problem, by phone, email or portal. Every request is logged as a ticket, prioritised against agreed response targets and followed through to resolution, while monitoring in the background catches many faults before anyone reports them.
Most small businesses run IT by asking whoever seems most technical. That works until the person is busy, away or leaves, and it leaves no record of what changed, when, or why.
A managed service desk replaces that with a single point of contact, named engineers who know your setup and response targets you can hold us to, so support does not depend on one person being available.
What is included
Everything in the service.
Documented response targets
Priority levels and response times written into the service level agreement, so urgency is defined in advance rather than argued about later.
Named engineers
People who know your environment, instead of a queue where every call starts the explanation from zero.
Endpoint management
Devices enrolled in Intune, patched on schedule and built to one standard, so a replacement laptop takes an hour rather than a day.
Proactive monitoring
Agents watch disk space, patch state, backup success and security alerts, so problems are raised before they become outages.
Joiner, mover and leaver process
Accounts and equipment prepared before a start date, and access revoked the day someone leaves.
Vendor liaison
We deal with your internet provider, software vendors and hardware suppliers, so your staff are not stuck in a support queue.
Monthly reporting
What was raised, what was resolved and what needs a decision from you.
Questions
Managed Service Desk, answered.
What hours are covered?
Requests can be raised 24 hours a day, 7 days a week. Each one is prioritised by urgency, with response times agreed with you and written into the service level agreement. Monitoring runs around the clock as well, so alerts raised overnight are picked up rather than waiting for someone to notice in the morning.
Is there a limit on how many requests we can raise?
Day-to-day support is covered by the monthly fee. Project work, such as a migration or an office move, is scoped and quoted separately so it never arrives as a surprise line on an invoice.
How is support delivered?
Remote first, because it is faster. Device setup, account problems and software faults are almost always resolved without anyone travelling. When a job needs hands on the equipment, such as network hardware, a server or an office move, we attend on site in Calgary and the surrounding areas.
Guides
Worth reading first.
Alberta stopped changing its clocks. Why are some Outlook meetings an hour late?
Alberta stayed on UTC-6 on 1 November. Why some Outlook meetings now show an hour late, how to fix them, and what changes again in March.
Read the guide
Managed IT vs an in-house IT person: which suits your business?
Managed IT provider or an in-house IT hire? Real costs, coverage, security depth and key-person risk compared, and when each one makes sense.
Read the guide
How managed IT pricing works for Calgary businesses
Per user, per device or break-fix. How managed IT services are priced in Calgary, what drives the monthly cost and how to compare quotes fairly.
Read the guideAlso from CyberTab
The rest of what we manage.
Web Design & Management
Built, hosted, secured and maintained.
Microsoft 365
Tenant setup, migration and administration.
Business VoIP
Cloud telephony on desk, mobile and Teams.
Business Continuity & Disaster Recovery
Protected backups and tested recovery.
Managed Security
Endpoint protection, threat monitoring and response.
Talk to us about managed service desk.
A free 45-minute assessment of your environment, licences and support. You get our recommendations on the call, with no obligation to go ahead.