subscription service
IT help desk
One number and one email address for every IT matter in your company. We answer within 10 minutes, respond within the hour, and if it can't be fixed remotely - we're on site the same day.
Why a company needs a help desk with a contract
A salesperson’s broken laptop isn’t a technical problem - it’s a stop in sales. What matters isn’t how fast someone fixes the laptop, but how many hours the company doesn’t work - and whether that’s predictable.
A help desk on a monthly plan turns an unpredictable cost into a fixed one. Instead of an hourly bill after every breakdown, you get a defined response time written into the contract and one place where every employee reports issues.
What changes in practice
- staff know who to call and stop hunting for “someone who does computers”
- you see the ticket history and response times, so you have something to hold the vendor to
- small issues reach us right away, before they grow into outages
- IT cost is a single line in the budget, not a surprise
What the help desk covers
- phone, email and remote access - we answer within 10 minutes, reply within 12 working hours
- remote support through our own software (DFM) and third-party tools
- support for applications on the agreed list - installation, updates, authentication and print setup
- on-site visits when an issue can’t be fixed remotely
- a ticketing system with history, which you get access to as a client
What the help desk doesn’t replace
To be honest: the help desk reacts to tickets. It doesn’t replace monitoring or a hardware replacement plan - those are separate plan modules. If you’re looking purely for “someone to call” while the infrastructure itself is neglected, the help desk will keep putting out fires that could have been avoided.
What the first month looks like
We start with a list of applications. Without it the help desk is guesswork: a technician doesn’t know whether the program an employee is calling about is in scope, who its vendor is, or where the licenses are. Putting that list together takes a few days and is a precondition, not a formality.
At the same time we inventory the workstations and assign every device to a person. From that point on, a “my printer doesn’t work” ticket has context - we know which computer, which printer, and what’s happened with it before.
In the second week we switch on the channels: a phone number, an email address and remote access on the computers. Staff get a single sheet telling them where to report issues. That sounds trivial, but it’s the most common reason tickets arrive late: people try to fix things themselves first.
What you can actually hold us to
A monthly report shows the number of tickets, response time against the recorded SLA, and a breakdown by category. After a quarter, patterns become visible - if one workstation generates the same ticket every month, the problem isn’t the user, it’s the hardware or the configuration.
That report also works against us: if we exceed the contracted times, it shows in the numbers, not in our account of the situation. We think that’s the only honest setup - an IT vendor you can’t measure will always claim to respond fast.
Who this works for
It fits companies with 5 to 70 workstations, where tickets come in regularly but not often enough to justify an in-house position. Above 80–100 workstations it’s worth costing out a mixed model: an IT coordinator on your side plus a help desk on ours.
If you’re weighing an in-house IT hire, we’ve run the numbers in the article own IT specialist vs. IT outsourcing.
Frequently asked questions about the help desk
How fast is the response to a ticket?
We answer the phone within 10 minutes during business hours, 8:30 am to 5 pm on working days. We reply to email within 12 working hours. We start working on a ticket within an hour of receiving it, and these times are written into the contract as SLAs, not promised verbally.
Is every ticket billed separately?
No. The help desk is part of the monthly plan, so a phone call, an email or a remote session doesn’t generate a separate invoice. This matters more than it looks: once every ticket costs money, staff stop calling and small issues grow into outages.
Who can call the help desk - only one designated person?
Any employee. We’re the first point of contact for the whole team, not just the person responsible for IT. The ticket history is shared, so a technician sees the company’s context, not a single isolated incident.
What if the problem can't be fixed remotely?
We come to you. A visit within Wrocław is included in the plan; outside Wrocław it’s billed at an agreed flat rate. There’s no situation where a ticket stays unresolved because “it needs a visit”.
