Service / 07
IT Helpdesk
Scout Outsource provides a 24/7 IT helpdesk delivering remote and on-site end-user support, technical troubleshooting, software assistance and proactive monitoring, with defined response and resolution targets.
A helpdesk is judged on whether people get back to work quickly. Ours runs around the clock with defined response targets, remote resolution for most issues and on-site attendance when that is not enough. Proactive monitoring means a good proportion of issues are handled before anyone raises a ticket.
What’s included
- 24/7 remote support
- Round-the-clock cover including weekends and public holidays, not business hours with an answerphone.
- On-site attendance
- Engineers on site when an issue cannot be resolved remotely.
- Fast ticket resolution
- Defined response and resolution targets with reporting against them.
- Proactive monitoring
- Monitoring that catches disk, patch and performance issues before they become tickets.
- End-user training
- Support for new starters and recurring issues, reducing repeat tickets.
Who this is for
Organisations without internal first-line support, businesses whose IT team is buried in day-to-day tickets, and companies with staff working outside standard hours.
Common questions
What are your helpdesk response times?
Response and resolution targets are agreed in the service definition and vary by severity. A site outage is not a password reset. We report against those targets rather than averaging everything together.
Is support really available 24/7?
Yes, including weekends and public holidays, staffed rather than on-call.
Do you support remote and home workers?
Yes. Most support is delivered remotely, so location makes little difference to resolution.
Need reliable IT support? Ask us about helpdesk coverage.
Contact usNext step
Tell us what solution you're looking for.
We'll scope it, quote it, and say plainly if a smaller piece of work would solve the problem instead.