Tier 1 & 2 IT support
Password resets, VPN, email, access requests and common troubleshooting.
Help desk outsourcing — Tier 1/2 IT support, ticket triage, user onboarding, asset tracking and 24/7 service desk coverage — with agents trained on your environment.
Internal help desk work piles up quietly: password resets, VPN issues, laptop problems, access requests, onboarding and offboarding tasks. When nobody owns it, senior IT staff get pulled into tier-1 tickets — and the backlog grows.
Opervics runs help desk outsourcing as a managed function — Tier 1/2 IT support, ticket triage, user onboarding/offboarding, asset tracking and 24/7 service desk coverage, using your existing ITSM platform and runbooks.
Password resets, VPN, email, access requests and common troubleshooting.
Tickets categorized, prioritized and routed — with clean escalations.
Account provisioning, access setup and deactivation checklists.
Hardware and software inventory maintained and auditable.
Internal runbooks and self-service docs kept current.
Volume, first response, resolution rate, escalation rate and CSAT.
These are the same operational issues we see across clients — and the same ones our process is designed to remove.
Skilled engineers answering password resets and access requests.
Response times slip; users escalate publicly before IT sees the ticket.
Different agents give different resolutions to the same issue.
New hires wait days for access — offboarding is often missed entirely.
Hardware and licenses tracked in spreadsheets that go stale.
Nobody knows volume, resolution rate or CSAT trend.
Every service inherits the same baseline security posture, then adds service-specific controls on top.
Access, change management, monitoring and incident response aligned to SOC 2.
Role-based access to systems and tools — scoped, auditable and reviewed.
Access changes and provisioning actions logged and reversible.
Volume, first response, resolution rate, escalation rate and CSAT reported weekly.
Zendesk, Freshservice, Jira Service Management, ServiceNow, HaloITSM, ManageEngine and others.
Yes — coverage can be scoped to business hours, extended hours or 24/7 depending on your user base.
Yes — account provisioning, access setup, hardware prep and deactivation checklists are common scope.
Documented runbooks and escalation rules ensure tier-3 receives clean, actionable tickets.
Volume, first response time, resolution rate, escalation rate and CSAT — reported weekly.
Per ticket, per FTE, or as a monthly retainer — agreed upfront.
A short conversation is usually enough to scope the queue and propose a starting point.