Managed IT
IT helpdesk support with someone accountable for the outcome
A helpdesk is not a phone number. It is a queue with response targets, a record of what happened, and someone whose job it is to stop the same ticket recurring.
Context
What you are actually buying
Ticket response is the visible part, and it is the smallest part. The valuable work is what removes the tickets: patching that runs on schedule, monitoring that catches a failing disk before it fails, standard builds so two laptops behave the same way, and documentation so the fix is found rather than rediscovered.
This is where the difference between an answering layer and a managed helpdesk shows. Answering gets you a fast response. Managed gets you a declining ticket count.
We run this co-managed as often as fully managed. If you have an internal IT person, the usual arrangement is that they keep the work they are good at and we take the queue volume, the after-hours coverage, and the specialist escalation.
Scope
What is included
- Helpdesk by phone, email, and portal with published response targets
- Remote support for endpoints, servers, and cloud services
- Monitoring and alerting, with someone who acts on the alerts
- Patching on a schedule, tracked and reported
- Onboarding and offboarding runbooks, executed same-day
- Documentation of your environment that you keep
Detail
Co-managed, in practice
Your IT person keeps the relationships, the local knowledge, and the projects. We take the first-line queue, cover the hours they cannot, and are the escalation path when something security-shaped happens at 2am.
It is an easier internal conversation than a replacement, and it removes the single-person dependency that most owners have quietly worried about for years.
FAQ
Questions people ask
How is this different from outsourced IT helpdesk in your contact centre?
Scope of accountability. The contact centre version answers and resolves first-line calls against your runbooks while your team owns the environment. This version means DNOTCH owns the environment too — monitoring, patching, backups, and the outcome. Most clients need one or the other, not both.
What are the response targets?
They are set in your agreement and vary by tier and severity, with 24/7 response available on the Complete tier. We publish targets in the contract rather than on the website because a target with no severity definition attached is marketing rather than a commitment.
Is unlimited support really unlimited?
Unlimited helpdesk on the Standard and Complete tiers means support requests, not project work. A server migration or an office move is a project and gets quoted. We tell you which side of that line something falls on before the work starts, not after.
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.