TS Consulting LLCManaged IT · Fort Myers, FL

Support & operations

Help Desk & End-User Support

Real technicians who answer when your staff need help, by phone, email, chat or the client portal.

SVC-01

What this service covers

The help desk is the part of managed IT your team touches every day. When a laptop will not connect to Wi-Fi, a shared mailbox disappears or a printer jams the scan queue, staff contact one place and a technician who knows your environment picks it up.

Every request becomes a ticket with a priority, an owner and a target response time. Most issues are fixed remotely within minutes. When something needs hands on hardware, we dispatch a technician on site anywhere in Lee and Collier counties.

What's included

Unlimited remote supportNo hourly meter for covered issues. Call as often as you need.
Four ways to reach usPhone, email, chat and a self-service portal, all feeding one ticket queue.
On-site dispatchTechnicians visit for hardware swaps, cabling, new desks and anything remote tools cannot fix.
Live ticket statusStaff see where their request stands without having to call back.
After-hours emergency lineCritical outages are answered around the clock on Professional and Enterprise plans.
Documented fixesEvery resolution is recorded so repeat issues are solved faster, and patterns become projects.

How we deliver it

  1. Step 1

    Contact

    Staff submit a request by phone, email, chat or portal.
  2. Step 2

    Triage

    A technician assigns a priority from P1 to P4 based on business impact.
  3. Step 3

    Resolve

    Most tickets are fixed remotely; on-site visits are scheduled when needed.
  4. Step 4

    Confirm

    We close the ticket only after the user confirms the fix works.

A good fit if

  • Your staff lose time hunting for whoever is 'good with computers'
  • You want one number to call instead of five vendors
  • You need response times you can plan around

Common questions

Is there a limit on tickets?

No. Covered support is unlimited under managed plans. Projects such as office moves are quoted separately.

Do you support home workers?

Yes. Remote staff get the same help desk access and remote support as people in the office.