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24/7/365 Technical Helpdesk

White-Label 24/7/365 Technical Helpdesk - It's what we do best.

Our flagship service.

With our highly experienced team, all specifically trained, working 24/7/365, we provide excellent customer service and technical support for your end users. Our services are available completely white labelled, ensuring a seamless extension to your company. Using our services, you can extend your support hours to 24/7 or simply use us for overflow assistance during office hours.

We work with a number of large customer facing brands and support end users within verticals such as but not exclusive to; hospitality, education, finance, retail and unified communications. The help desk is staffed by fully trained 1st, 2nd line support teams. Within our team we have Microsoft Certified Professionals, CompTIA A+ and N+ qualified staff.

Your Helpdesk, your Team, your Saving.

“PFH have partnered with Microtechs for the past 3 ½ years to expand our capability to deliver a true 24 x 7 manned service desk and manage capacity in business hours. We use Microtechs to manage our out of hours customer requests and overflow when customer requests peak during business hours. We have expanded the service over the years to include proactive work for our customers. We have found Microtechs to be adaptive, responsive and flexible to meet the ever changing needs of our customers while maintaining a superior level of service. The partnership has allowed PFH to concentrate on expanding our services catalogue and deliver value to our customers.”

Chris C, PFH Group

SERVICE BENEFITS

  • 24 HOURS A DAY, 7 DAYS A WEEK, 365 DAYS A YEAR

    Our skilled agents are always available, night and day. All office based from our HQ in Surrey.

  • 80% OF CALLS ANSWERED WITHIN A 60 SECOND ANSWER TIME

    Your customers come straight through to a trained agent ready to help them resolve their issue.

  • WE TARGET 80%+ RESOLUTION RATES

    So much more than just a call handling service. We work to resolution.

  • REDUCES INTERNAL STAFFING COSTS

    On average our services are 40-50% cheaper than internally recruiting, training and managing your own team.

  • FULLY WHITE LABELLED

    We present as your branding and can even have multiple brands per partner.

  • HIGHEST STANDARDS OF CUSTOMER SERVICES

    We are not only technical, we are really friendly – offering that human touch to your end users.

SERVICE BENEFITS

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PRICING MODELS

Per Case

The per case model is suited to incidents and tickets where a majority of the work to resolve occurs off the telephone.

For example, and initial fault / problem is logged and our agents need to investigate, raise third party cases for hardware / line providers / network checks. Ideally suited  Desktop and Network  & Telecoms incidents.

The per case model is all inclusive, where each incident and all of the activity required to resolve or escalate is all included and chargeable as one case, regardless of the time spent by the engineers.

The per case is available in both Office hours and 24x7x365 packages.

Per Minute

The per minute model is ideal for incidents and tickets where the issue can be investigated, troubleshooted & resolved or escalated whilst on a call to a customer. For example, an end user support call, where an agent can real time check relevant portals and assist callers with troubleshooting devices.

Our standard per minute charges range between £1.25 – £0.79+vat per minute rand are all available on a 24x7x365 retainer.

Per User/Device

Per user is a perfect model for organisations looking to sell on Help Desk as a Service as part of a package.

The per user per month model is a more stable billing model as there is less variation to the monthly cost as all case volumes are included.

The model is available in both office hours and 24x7x365 and starts from as little as £18 per user per month.

SET UP FEE

This varies by contract and the work and training involved to on-board.

The fee is a one off payment prior to the service starting and covers the project manager’s time spending time with you training and for developing the processes and documentation for the scope of support requested.

This also includes the DDI line set up and all internal training of staff who will work on your contract.

This one off fee can be absorbed if committing to a longer-term agreement of 12 months or more.

Case studies

Global Hotel technology provider

Our 1st line technical help desk team are the first point of contact for our hospitality IRE and Wi-Fi client 24x7x365. Our agents diligently troubleshoot the end users device to resolve their issue, along with checking onsite AP’s and issues relating to on premise connectivity. These processes immediately identifies either end user support or a system wide error, so that proactive corrective actions can be taken.

 

24/7/365 Technical Helpdesk

Global Information and Communications Technology provider

Microtechs manage out of hours customer requests and overflow when customer requests peak during business hours include proactive work. Delivering for their customers for over 30 years, in this time,  they have developed the expertise, capability and ability to provide best in class agile competitive solutions across applications, infrastructure, security, communications and managed services. Microtechs meet the ever changing needs of their customers while maintaining a superior level of service.

24/7/365 Technical Helpdesk

Specialist MSP to Educational Sector

We offer a valuable day time overflow facility to this specialist managed service provider. Working with the internal support team, we help resolve over 100 incidents per month to keep the customer support journey quick and seamless. This is all scaleable and offered under our clients brand.

 

24/7/365 Technical Helpdesk

Global enterprise Marketing planning and budget management software

We have enabled a scaleable solution for this global clients support team, to reduce both the demands on the development team during UK office hours, but also to provide a valuable out of hours service desk to triage and support its worldwide end users.  Our incident management help desk team are able to check the core operation of the software product and trouble shoot user issues, from password resets to checking system status online.

24/7/365 Technical Helpdesk

Specialist in Business IT Transformation

Providing office hours coverage, we support our cloud clients end users with full technical IT 1st & 2nd line support. We take all incoming enquiries and resolve over 80% at first contact. We work with our clients 3rd line team to pass across the cases that need 3rd level or onsite support.

 

24/7/365 Technical Helpdesk

Leading connectivity provider for domestic and Business users

Based in London with installers all over the country, they have well over 15 years of experience as providers of fast, reliable broadband connectivity to some of the most challenging, rural and remote home and business locations across the UK. Providing a particularly strong alternative to fibre broadband where there is no fibre available. Microtechs take all end user support enquiries 24x7x365.

24/7/365 Technical Helpdesk

LET US HELP YOU FIND THE RIGHT SERVICE PACKAGE FOR THE BEST VALUE.

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