IT Support  ·  Helpdesk

One ticket. One owner.
Until it's fixed.

Helpdesk, on-site, devices, identity, vendor wrangling. Real engineers on a real SLA. No hot-potato tickets, no offshore call centre, no reading from a script.

Same engineer answers each time. They know your stack.

94%

First-contact resolution

Tickets resolved without escalation

12 min

Median P1 response

Phone or chat, 24/7 on contract

98.7%

SLA met across all tiers

Last 12 months · all customers

What a working helpdesk looks like at noon

Six tickets. Four priorities. Live SLA counters.

Watch the SLAs tick. Click a ticket to follow how a real one gets resolved from "broken" to "thank you team."

Helpdesk · Live queue
5 open1 over SLA1 resolved today

TKT-2026-0847 · SLA 30 min

Mail server not delivering to outlook.com domains

Client · client12 min ago

External mail to outlook.com bouncing since 14:00. Internal works fine.

Engineer L2 · agent10 min ago

On it. Checking SPF / DKIM / DMARC alignment plus MS reputation.

Engineer L2 · agent4 min ago

Found it. IP listed on SNDS. Submitting delisting + adjusting send rate.

SLA counters tick live · Tap any ticket to follow the thread

The contract on the wall, plain English

Four tiers. Times in writing.

P1Critical

Whole-business outage. Mail down. Site down. Phones down. Production blocked. We pick up inside 30 minutes, 24/7.

30 min
P2Major

Multiple users affected. A department can't work. A core integration is failing. Pickup within 2 hours, work begins immediately.

2 hours
P3Standard

Single user affected with a workaround. Or a non-critical request. Picked up within the business day.

4 hours
P4Low

Convenience requests, planned changes, low-impact bugs. Slotted into the next available scheduling window.

1 day

The categories of ticket that land here

Six categories. One team to call.

SUP-001P2

User Helpdesk

Tickets in by phone, email, WhatsApp, Slack, Teams. Answered by a named engineer. SLA on every priority tier.

Status · Live
SUP-002P3

On-site Support

Joburg-based engineers for hardware, network, AV, printer, and anything that needs hands. Same-day on contract.

Status · Live
SUP-003P3

Starters & Leavers

Laptops imaged, accounts provisioned, MDM enrolled, training kit ready. Day one feels organised. The exit checklist closes every account on the way out.

Status · Live
SUP-004P2

Endpoint Management

Intune, Jamf, or Kandji for Mac fleets. OS patched, software pushed, lost devices wiped. Compliance reported monthly.

Status · Live
SUP-005P1

Identity & Access

Entra ID, Google Workspace, Okta. Conditional access, MFA, SSO, role-based group membership. Joiners and movers handled the same week.

Status · Live
SUP-006P4

Vendor Management

We talk to Microsoft, Vodacom, MTN, Dell, Sharp, the ISP, and the printer guy. You hear one voice. Ours.

Status · Live

The tools we run the desk on

What we plug into.

Already on Zoho Desk, Freshdesk, Jira? We meet you there. We're not selling licences.

Ticketing

Zoho Desk · Freshdesk · Jira Service Management. Whatever you already use, we plug into. Single inbox, real metrics.

Remote support

TeamViewer · ScreenConnect · native MDM remote · WireGuard for secure access. Faster than the drive-out.

Identity

Entra ID · Google Workspace · Okta · Jamf Connect. SSO, MFA, conditional access, role groups.

Devices

Intune · Jamf · Kandji · Microsoft Autopilot. Imaged at our office, shipped to the user, ready on first boot.

Phone + Comms

Microsoft Teams Phone · 3CX · Zoom Phone · WhatsApp Business. Auto-attendant, call routing, voicemail to email.

Reporting

Monthly report: tickets resolved, SLA met, top issue categories, training opportunities. The data you need to make staffing calls.

How onboarding feels for your team

Five steps. First ticket in week one.

01

Discovery

wk 1

Map the team. Who needs what. What apps, what hardware, what odd corners. The first week is mostly listening.

02

Onboard

wk 1

Migrate to our ticketing inbox if needed. Set up your portal, your SLA tiers, your escalation paths. Users get a one-pager: 'How to get help.'

03

Stabilise

wk 2-4

First month is heavy. We clear the backlog, document the quirks, and build the knowledge base. Ticket volume drops as we kill recurring causes.

04

Run

ongoing

Ongoing service. Tickets, SLAs, on-site, vendor wrangling, reporting. Quarterly review with the leadership team.

05

Improve

quarterly

Every quarter: top three recurring tickets get a root-cause fix. We get paid to make ourselves quieter.

Phone rings once.
Problem's already moving.

30-minute call. Audit the current setup, scope the contract, give you a number.