Discover an Unparalleled IT Support Experience
Are you frustrated with slow or ineffective IT support? Whether you have an internal team, rely on an MSP, or outsource your help desk, the challenges are often the same. Many businesses deal with help desks that lack experience and often take too long to resolve problems, dragging down productivity and causing unnecessary downtime.
We’ve seen it repeatedly—businesses coming to SIRKit after dealing with inefficient help desks that weren’t delivering. Whether it was the wrong tech skill set, a lack of familiarity with their systems, a constant cycle of new technicians, or long response times, it led to constant disruptions and frustration.
With SIRKit’s Managed Help Desk Services, we solve these problems with frequent training, extensive documentation, enterprise tools, and experienced technicians who can diagnose and resolve issues quickly. Our techs don’t just treat symptoms—they get to the root of the problem, using their deep understanding of your business systems to provide faster, more effective support. This means less downtime, quicker fixes, and a smoother, more efficient IT environment for your business.

What Is A Managed Help Desk Service?
Our Managed Help Desk Service provides businesses with outsourced IT support (help desk). We handle technical issues and security incidents, manage support tickets, and solve IT problems so your team stays productive.
Benefits:
Outsourcing your help desk allows you to leverage expert technical support from Level-1, 2 and 3 technicians, minimize downtime, and keep your team focused on operational tasks. SIRKit’s Help Desk Services for Business eliminate unnecessary delays, streamline issue resolution, and provide a cost-effective way to manage ongoing IT support needs.

How Does A Managed Help Desk Service Work?
After everything is set up, when employees encounter IT issues, they can easily create a support ticket through multiple methods: Email, Phone, our RMM Agent installed on their device, or our Client Portal.
Our full-time dispatchers assign tickets to an appropriate technician based on priority, expertise, and impact. High-priority issues, like a complete site outage, are escalated rapidly to senior technicians. Our dispatchers continuously monitor ticket progress through real-time KPIs and dashboards, ensuring that our service delivery process is followed precisely.
Technicians are required to escalate tickets after predefined timeframes if they can’t resolve the issue, ensuring that no problem lingers. We use secure, cloud-based tools to pull logs, run diagnostics, and remotely resolve issues—minimizing disruption and maximizing efficiency. All remote access is protected by highly secure encryption and multi-factor authentication (MFA). For additional privacy, each remote session requires user approval before it begins.
Throughout the process, we track and document every detail to identify trends and make proactive recommendations to avoid future issues. This streamlined process not only ensures that service requests are handled promptly but also minimizes downtime and improves service delivery, all while maintaining the highest standards of security.
Key Features and Benefits Of Using a Managed Help Desk
- Comprehensive Support: We handle everything from everyday technical issues to complex, high-priority incidents. Our team aims to resolve 70% of tickets on the same day, ensuring minimal disruptions to your business.
- Scalability: Our Managed Help Desk Services easily adapt as your business grows, seamlessly scaling without straining your team. We’re equipped to handle additional users, locations, or higher demand with no disruption to service.
- Cost-Effectiveness: Outsourcing your help desk to SIRKit eliminates the cost and complexity of hiring and training additional IT staff. Our IT help desk outsourcing services offer a cost-effective solution, providing significant cost savings while maintaining high service quality.
- Increased Productivity: Our dedicated team manages support tickets and resolves technical issues quickly so your internal teams can focus on high-priority projects instead of dealing with daily tech problems. This results in fewer disruptions and higher overall employee productivity.
- Security: All support sessions are backed by SIRKit’s advanced security measures, including MFA and end-to-end encryption, ensuring your systems and data remain protected at all times.
SIRKit’s Managed Help Desk Service
Here’s why SIRKit’s Managed Help Desk Services lead the industry:
- 36-Second Hold Time: We deliver rapid response times with an industry-leading average hold time of 36 seconds. You’re never left in a queue waiting for hours.
- 90%+ CSAT Scores and 4.9/5 Google Rating: Our clients consistently rate us highly, reflected in customer satisfaction scores above 90% for over a year and a near-perfect Google rating.
- Mandatory Escalation Windows: Our structured escalation process ensures that no issue remains unresolved for too long. Tickets are escalated through pre-defined windows for fast, efficient resolution.
- Industry-Leading Ticketing System: Our advanced ticketing platform tracks every detail, from ticket creation to resolution, and helps us monitor KPIs, trends, and performance metrics to continuously improve service delivery.
- Client Portal: Access our user-friendly client portal for real-time updates and insights into your service requests. This allows for full transparency, ensuring you know the status of every ticket at any time.
Frequently Asked Questions
Our Co-Managed Plan allows you to subscribe to Help Desk services only, with a minimum of 50 users/computers. If you're looking for more comprehensive support, our Gold Plan includes the help desk and a wide range of other essential IT services and requires a minimum of 20 computers.
Yes! We offer an MSP Tools Bundle that gives your in-house IT team access to the same ticketing system and tools that we use. This integration allows for seamless collaboration and more efficient support handling.
If an issue can’t be resolved in a reasonable amount of time, it is escalated through our mandatory escalation windows. This structured process ensures that any unresolved problems are quickly escalated to higher-level technicians for swift resolution.
We track all support tickets through our industry-leading ticketing system, ensuring nothing slips through the cracks. Tickets are automatically prioritized based on urgency and impact, so critical issues are addressed first. Our dispatcher monitors ticket progress and escalates them if not resolved within specific time frames, guaranteeing quick resolutions.
We provide 24/7 emergency support for after-hours issues. If an urgent issue arises outside of business hours, our team responds quickly, minimizing downtime. This ensures your business remains operational at all times, even during unexpected events.
Our Managed Help Desk Services are billed on a per-user, per-month basis. To get a tailored proposal that fits your business needs, please contact us for a formal quote.
Yes. Our Co-Managed Plan offers flexible support options, allowing you to choose the level of technicians you need—whether it's Level-1, Level-2, or more specialized Level-3 support.
Ensure Your Team Is Supported
Discover how our responsive IT Help Desk Services can benefit you, and see why our clients have consistently rated us above 95% in customer satisfaction for over a year.