Contact centre
Outsourced IT helpdesk, answered as part of your team
This is where the two halves of DNOTCH meet: a contact centre that understands the tickets, staffed by people who work on IT every day.
Context
Why this one is different
A generic answering service can take an IT support call, but it cannot resolve one. It writes down "computer not working" and passes it on, which means every ticket still consumes your technical people, and the caller waits twice.
Because DNOTCH runs managed IT as well as a contact centre, the people answering are working from the same runbooks our own technicians use. Password resets, account lockouts, printer and connectivity problems, Microsoft 365 access — the volume that makes up most of a helpdesk queue — get resolved on the call rather than logged for someone else.
Two kinds of business buy this. Companies with an internal IT team that is drowning in first-line volume, and MSPs who want their own helpdesk overflow answered without hiring for peak.
Scope
What is included
- First-line calls, email, and chat answered under your name
- Resolution of routine issues against your runbooks, not just message-taking
- Triage and escalation to your team with the diagnostic work already done
- Ticketing in your platform, so your reporting stays intact
- Coverage for business hours, after hours, or overflow only
- Volume and resolution-rate reporting by category
Detail
The pair to read next
If you are looking for someone to run the whole IT function rather than answer the phone for it, the managed IT helpdesk page is the one you want. This page is about the answering layer; that one is about ownership of the environment.
Plenty of clients end up buying both, and they are priced separately so you can start with either.
Delivery
Canada or Global
Both delivery tiers are available, and this is the one where Canada is usually the answer. Helpdesk calls involve staff accounts, access, and whatever is on the screen when someone calls for help — the kind of information that shows up in vendor security reviews and residency clauses. Global is available where your own contracts genuinely permit it.
FAQ
Questions people ask
How is this different from your managed IT helpdesk?
This is the answering and first-line resolution layer, sitting in front of whoever owns the environment — which may well be your own team. Managed IT helpdesk support is the full-service version where DNOTCH owns the environment: monitoring, patching, and accountability for the outcome.
Can you work in our ticketing system?
Yes, and it is usually the right answer. Your reporting, your SLAs, and your history stay in one place rather than being split across two systems and reconciled later.
Do you white-label for MSPs?
Yes. Several arrangements are exactly that — answering a partner’s helpdesk under their brand, on their runbooks, so they can offer coverage hours their headcount does not support.
What share of tickets get resolved on first contact?
It depends entirely on your environment and how complete your runbooks are, so we will not quote you a number before measuring yours. What we will do is report it monthly from the first month, so the figure you get is your own rather than a marketing average.
Related
Next step
Find out what this would look like for you
A 20-minute call. We ask what breaks, what it costs you, and who handles it now. If we are not the right fit we will say so.