IT helpdeskservices
Somewhere for your people to go when something breaks, with response and resolution times you can hold us to.
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Our approach to the helpdesk
Support with times
you can hold us to.
Your people get one place to go when something breaks. Every request is logged and tracked, and we report response and resolution times against the SLA each month.
What’s included
What the service covers
Support for end users, and the estate behind them.
User support
Help for end users across phone, email, chat and portal, with a route for urgent issues.
Ticket management
Every request logged, tracked and reported, so nothing is resolved verbally and forgotten.
Patch management
Updates, patches and security fixes monitored and applied across end-user systems.
Hardware management
Computers, peripherals and devices tracked, with procurement and disposal handled.
Access and passwords
Password resets, joiners and leavers, and access control enforced rather than assumed.
Documentation
Runbooks and troubleshooting steps written up, so common issues get faster over time.
Why Procain
Measured on more
than tickets closed.
Response time, resolution time and success rate, reported against agreed KPIs.
KPIs in the contract
Response and resolution times agreed up front and reported against every month.
Remote first
Most issues resolved remotely, so you are not paying for site visits that were not needed.
Beyond the desktop
The same team covers servers and network devices, so escalation does not mean another vendor.
Central tracking
One system of record, so recurring problems are visible instead of anecdotal.
By the numbers
Procain in numbers
Figures across the estates we currently run.
Reviews
Top rated on Google
Reviews from clients whose systems we run.
“Thank you for consistently upholding transparency as a fundamental principle in our partnership. Your dedication to clear and honest communication is commendable.”
“Always on top of IT infra and security matters with utmost priority. Senthil’s team at Procain is amazing. Would definitely recommend Procain for IT Infra and Security services.”
“I have partnered with Procain consulting as a consultant and as a customer since 2014. Their solution orientation, reliability and focus on customer relationships is what makes this a solid, long-term partnership.”
Insights
Guides and articles
Contact
Tell us who needs supporting.
Describe the problem. You will get a plan, not a pitch.
- Response within one business day
- NDA available before any detailed discussion
- We assess before we quote
Talk to an expert
Fill in the details and our team will reach out within one business day.