L1 to L3, on-site and remote
IT Support & Service Desk
A service desk your staff will actually use — measured on resolution and satisfaction, not on how quickly tickets can be closed.
What this covers
A service desk is the part of IT every employee sees. If it is slow or dismissive, people route around it and shadow IT grows. We staff ours with engineers who can resolve rather than escalate, publish our real numbers, and track first-contact resolution as the metric that matters.
Single point of contact
Phone, email and portal, in Arabic and English, with every request logged and traceable.
On-site engineers
Scheduled or dedicated on-site presence where hands-on work and floor-walking are needed.
Device lifecycle
Procurement, imaging, joiner-mover-leaver processes and secure disposal, tracked in one asset register.
Knowledge base
Documented fixes and self-service articles that cut repeat tickets month over month.
What you get
- Service catalogue and published service levels
- Ticketing system configured, or integration with yours
- Asset register kept current
- Monthly report: volumes, resolution times, satisfaction
- Growing knowledge base owned by you
Frequently asked questions
Can you cover outside business hours?
Standard cover follows our working hours, Sunday to Thursday. Extended hours and weekend cover can be arranged and are priced separately, so you only buy the cover you actually need.
Tell us what is not working
A first conversation costs nothing and is not a sales call. Bring the problem; we will tell you honestly whether we are the right people to solve it.