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Connect, Innovate & Transform - Your Trusted ICT Partner

Managed Workstation & Helpdesk 

Overview

Provide seamless end-user computing with 24×7 helpdesk support, device lifecycle management, patching, endpoint security, and proactive health monitoring. The service ensures teams remain productive and devices stay secure.

24×7 Helpdesk & Support

Tier-1 and Tier-2 assistance with remote support, ticketing, and escalation processes. All activities follow defined SLAs to ensure timely resolution of user issues.

Provisioning & Imaging

Standardized operating system builds and application packaging for consistent device configuration. Secure onboarding processes support new hires and device refreshes.

Patch & Security Management

Manage OS and application updates, integrate anti-malware/EDR solutions, enforce encryption, and maintain configuration baselines to protect endpoints.

Compliance & Governance

Enforce security and access baselines, conduct access reviews, maintain audit logs, and provide evidence packs for ISO and PCI compliance requirements.

Reporting & Insights

Deliver monthly reports including device KPIs and prioritized recommendations to maintain operational efficiency and security.

Device Health Monitoring

Monitor hardware and system performance with telemetry data, and proactively alert for potential failures or performance bottlenecks.

Helpdesk & Support Scope

  • Ticket intake, categorization, and SLA-driven resolution
  • Remote remediation, knowledgebase, and self-service portal
  • Software installation requests, access changes, and vendor coordination

    • Device & Security Management Scope

  • Imaging, provisioning, and deprovisioning of devices
  • OS and application patching, EDR/AV management, and encryption
  • Asset inventory management, warranty tracking, and lifecycle planning

    • Service Tiers

    Essential

    Core Helpdesk & Device Management

    • Tier-1 remote helpdesk support
    • Standard imaging and device provisioning
    • Monthly patch and security updates
    • SLA: High-priority response within 1 business day
    Advanced

    Extended Support & Monitoring

    • Tier-2 escalation and hardware troubleshooting
    • Proactive device health monitoring
    • Weekly performance reports
    • SLA: High-priority response within 8 hours
    Premier

    Comprehensive Lifecycle & Security

    • End-to-end device lifecycle management (procurement to retirement)
    • Advanced security audits and compliance reviews
    • Remote and onsite support options
    • SLA: Critical incident response within 2 hours

    Key Outcomes

    The measurable impact of our managed services framework.

    Improved End-User Productivity

    Reduced downtime and faster issue resolution.

    Enhanced Security

    Patching, EDR, encryption, and baseline compliance.

    Operational Efficiency

    Standardized device management and proactive monitoring.

    Audit Readiness

    Compliance reporting and evidence packs for ISO/PCI standards.

    Common Questions

    Does this service support remote and hybrid employees?

    Yes. The service is designed for distributed workforces and supports both remote and hybrid environments.

    Can your team handle hardware issues?

    Yes. Tier-2 support includes hardware troubleshooting and escalation to onsite support when needed.

    Do you manage the full device lifecycle?

    Yes. From procurement and provisioning to decommissioning and retirement, all stages are managed according to best practices.

    Ensure your workforce remains productive and secure with comprehensive workstation and helpdesk support. Schedule a readiness assessment to receive a tailored improvement plan.

    Schedule now!