24x7 IT Helpdesk & Managed User Support
Keep your teams productive with fast, certified IT helpdesk support. From password resets and endpoint troubleshooting to Microsoft 365 issues, we resolve incidents quickly under guaranteed SLA response times.
15–30 min
Critical Response
Guaranteed P1 SLA threshold
12 min
Average MTTR
First-contact resolution focus
99.4%
SLA Compliance Rate
Contractual performance tracking
24x7
Support Coverage
Round-the-clock technician availability
How tickets flow from intake to resolution
Every request follows a standardized ITSM process to ensure swift triage, clear communication, and permanent resolution.
Intake
User reports issue via email, ticketing portal, or direct contact. Request is logged immediately.
Ticket Created
Ticket is auto-assigned a priority level (P1-P4) based on business impact and SLA category.
Assessment
A helpdesk technician reviews, classifies, and begins remote diagnosis: usually within 15 minutes.
Resolution / Escalation
Issue resolved at L1/L2 or escalated to specialist engineers with full context passed along.
Closed
Resolution confirmed with the user, documented in the knowledge base, and ticket formally closed.
Intake
User reports issue via email, ticketing portal, or direct contact. Request is logged immediately.
Ticket Created
Ticket is auto-assigned a priority level (P1-P4) based on business impact and SLA category.
Assessment
A helpdesk technician reviews, classifies, and begins remote diagnosis: usually within 15 minutes.
Resolution / Escalation
Issue resolved at L1/L2 or escalated to specialist engineers with full context passed along.
Closed
Resolution confirmed with the user, documented in the knowledge base, and ticket formally closed.
Eight helpdesk service areas
Helpdesk support from Virtex covers the full spectrum of day-to-day IT needs: from user account management and M365 queries through to device issues and network access problems.
Remote Technical Support
Secure screen-share sessions to diagnose and resolve software, OS, connectivity, and configuration issues without delays.
Incident Management
Structured ticket intake, priority classification (P1-P4), escalation paths, and resolution tracking through a dedicated ITSM system.
User Account & Access Management
User provisioning, deprovisioning, group membership, permissions management, MFA enrollment, and password resets.
Microsoft 365 User Support
End-user assistance for Outlook, Teams, SharePoint, OneDrive, and all M365 applications: including licensing and mailbox issues.
Device Support & Troubleshooting
Hardware diagnostics, driver updates, OS configuration, and device compliance remediation for laptops, desktops, and mobile devices.
Software Deployment & Licensing
Application installation, version management, license assignment, and configuration support for business-critical software.
Network & Connectivity Issues
VPN access troubleshooting, Wi-Fi connectivity resolution, DNS and proxy configuration, and remote access support.
Knowledge Base & Self-Service
Structured how-to documentation, user training guides, and self-service resources to reduce repeat helpdesk contact.
Priority levels & response targets
Every ticket is assigned a priority level at intake. Response and resolution targets are set and tracked against contractual SLAs.
Priority
Response
Resolution
Description
SLA Priority Levels
2–4 hours
Business-critical outage
Business-critical outage
Response
15–30 minResolution
2–4 hours
4–8 hours
Major impact
Major impact
Response
30–60 minResolution
4–8 hours
1–2 business days
Individual/limited impact
Individual/limited impact
Response
2–4 hoursResolution
1–2 business days
3–5 business days
Minor/no significant impact
Minor/no significant impact
Response
4–8 hoursResolution
3–5 business days