IT Help Desk Services

24/7 IT Help Desk That Resolves Issues Faster

SLA-backed L1, L2, and L3 IT support with under 15-minute first response — handled by ITIL-certified engineers using Freshdesk, Jira Service Management, or your existing ticketing platform.

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<15min First Response Time
90%+ First-Call Resolution Rate
24/7 Coverage — No Blackouts
500+ Issues Resolved Monthly

When your employees can't work, your business loses money by the minute. Unicrats provides SLA-backed IT help desk services with three support tiers — L1 for password resets and software issues, L2 for technical troubleshooting, and L3 for complex system-level problems. All incidents are tracked in your preferred ticketing platform with full audit trails, escalation workflows, and monthly SLA reporting.

Why It Matters

Key benefits for your business

⏱️

SLA-Backed Response Times

Contractual SLAs for P1 (critical), P2 (high), P3 (medium), and P4 (low) tickets. Every SLA breach is logged, reported, and compensated. No verbal commitments — written guarantees.

🌍

True 24/7/365 Coverage

No shift gaps, no holiday blackouts. Coverage across EST, CST, PST, GMT, and IST time zones — critical for global businesses and companies with remote teams in multiple time zones.

🎯

90%+ First-Call Resolution

Our L1 team resolves 90%+ of tickets on first contact, meaning most users get their issue fixed in a single interaction without waiting for escalation or callbacks.

📋

ITIL-Aligned Processes

Incident management, problem management, change management, and service request fulfillment all follow ITIL v4 best practices — compatible with your existing ITSM frameworks.

🔧

Remote Desktop Support

Secure remote desktop access via TeamViewer or AnyDesk for hands-on troubleshooting — fixing software issues, configuring applications, and resolving connectivity problems without a site visit.

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Monthly SLA & Analytics Reports

Ticket volume by category, resolution times, SLA compliance rates, recurring issue trends, and satisfaction scores — delivered monthly with actionable recommendations to reduce ticket volume.

What We Offer

Our IT Help Desk Services services

🖥️

L1 End-User Support

First-line support for password resets, account lockouts, software installation, printer issues, email configuration, VPN connectivity, and basic hardware questions. Resolved in under 15 minutes.

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🔧

L2 Technical Support

Second-tier support for OS-level issues, application errors, network connectivity troubleshooting, Active Directory management, Microsoft 365 administration, and hardware diagnosis.

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⚙️

L3 Escalation Support

Third-tier support for complex server issues, database problems, security incidents, infrastructure failures, and vendor coordination. Typically resolved within 4-hour SLA.

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🖥️

Remote Desktop Support

Secure, audited remote sessions via TeamViewer or AnyDesk. Every session is recorded for compliance, with end-user consent prompts and automatic session timeout for security.

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💿

Software Installation & Troubleshooting

Remote software deployment, license activation, application updates, compatibility troubleshooting, and browser/plugin issues — handled without requiring physical hardware access.

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👤

IT Onboarding & Offboarding

Structured onboarding checklists for new hires (account creation, hardware setup, software installation, access provisioning) and secure offboarding (account deactivation, data retrieval, license reclamation).

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Our Process

How we deliver results

01

Ticket Intake & Triage

User submits ticket via email, portal, or phone. Auto-triage assigns priority (P1–P4) and routes to the appropriate L1/L2/L3 queue. User receives confirmation with ticket number and expected resolution time.

02

L1 Diagnosis & Resolution Attempt

L1 engineer contacts the user within SLA window, performs remote diagnosis, and attempts resolution using the knowledge base. 90%+ of tickets are resolved at this stage.

03

Escalation to L2 / L3

Unresolved tickets are escalated with full context — screenshots, logs, troubleshooting steps attempted. L2/L3 engineers take over with no repeat diagnosis required from the user.

04

Resolution, Documentation & Review

Issue resolved, root cause documented in the knowledge base, and ticket closed with user confirmation. P1/P2 incidents receive a post-incident review to prevent recurrence.

Technologies & Tools We Use

FreshdeskJira Service ManagementZendeskTeamViewerAnyDeskActive DirectoryMicrosoft 365SCCM
Industries

Industries we serve

Financial ServicesHealthcareManufacturingRetailProfessional ServicesEducationTechnologyGovernment
Why Unicrats

Why leading companies choose us

We are a team of 50+ specialists across SEO, development, cybersecurity, cloud, and BPO — delivering measurable outcomes for clients across the US, UK, UAE, and India.

📋

ITIL v4 Certified Engineers

Our help desk team holds ITIL v4 Foundation certifications — bringing structured incident, problem, and change management to your IT support operations from day one.

🔗

Integrates with Your Existing Tools

We work within your existing ticketing platform (Freshdesk, Jira, Zendesk, ServiceNow, or any other ITSM tool) — no forced migration, no disruption to current workflows.

📈

Monthly Trend Analysis

We don't just close tickets — we identify patterns. Monthly reports highlight recurring issues that can be eliminated through proactive fixes, user training, or process changes, reducing ticket volume over time.

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FAQ

Frequently asked questions

What is the difference between L1, L2, and L3 help desk support?
L1 (first-line) handles common end-user issues — password resets, basic software questions, printer connectivity — and resolves 90%+ of tickets. L2 (second-line) handles technical issues requiring deeper system knowledge — Active Directory, OS troubleshooting, application errors. L3 (third-line) handles complex infrastructure problems, security incidents, and issues requiring vendor escalation.
What ticketing system do you use?
We work with your existing ticketing platform — Freshdesk, Jira Service Management, Zendesk, ServiceNow, or any ITSM tool with API access. If you don't have one, we deploy and configure Freshdesk as the default, which is included in our service pricing.
What does your SLA look like for critical issues?
Our standard SLAs: P1 Critical (system down, business impact) — 15-minute response, 2-hour resolution target. P2 High (major function impaired) — 30-minute response, 4-hour resolution. P3 Medium (minor function impaired) — 2-hour response, 8-hour resolution. P4 Low (no business impact) — 4-hour response, next business day resolution.
How does remote desktop support work securely?
We use TeamViewer or AnyDesk with end-user consent prompts — the user must accept the session before we can connect. All sessions are encrypted (AES-256), recorded for audit purposes, and automatically terminate after 30 minutes of inactivity. Session logs are available for compliance review.
Can you support a distributed team across multiple time zones?
Yes — our 24/7 model is specifically designed for global teams. We provide seamless coverage across EST, CST, PST, GMT, and IST without shift handoff gaps. Users in New York, London, and Singapore all receive the same response time SLA regardless of local time.
How do you measure help desk performance?
We track and report monthly on: ticket volume by category, first response time compliance, first-call resolution rate, mean time to resolution (MTTR), SLA breach rate, user satisfaction scores (CSAT), and ticket backlog trends. Reports are shared on the 1st of each month with a review call.
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