Help staff complete everyday work across devices, Microsoft 365 and shared information, with connected troubleshooting and clear access approvals.
Proxar · UK expertise
IT helpdesk services
When someone cannot sign in or get their work done, they need a clear place to ask for help. Our helpdesk handles agreed user problems and requests, bringing in the right specialist when the issue needs more than a first check.
Technology partnerships
Technology partners you know
We help you choose and look after the technology your team uses every day.
Start with what is stopping the person working
A failed sign-in and a request for new software are different jobs. One may be an incident needing investigation; the other may need a licence and approval. We agree how requests are handled and how business impact informs incident priority.
Staff should be able to explain the problem without knowing its technical cause. Useful questions establish who is affected, what they cannot do and when it started. That gives the investigation a better starting point than simply asking which product is at fault.
Make access changes easy to request, but properly authorised
Joiners, role changes and leavers need a dependable process. The business identifies who can request access, who approves it and when the change is needed. An urgent message should not bypass the checks that protect accounts and information.
The service also needs a clear list of covered devices and applications, contact methods and hours. Response and resolution targets are different commitments. Remote access, possible site visits and escalation to vendors or internal teams should be explained before staff begin relying on the helpdesk.
Helpdesk team providing IT support to business users · Illustrative image
Do not make the user start again at every handover
A printing problem might sit with the device, network or printer supplier. The escalation process should carry useful findings forward rather than leave the person repeating the same explanation to each team.
Repeated tickets can also reveal something worth changing: an unreliable device, confusing access instructions or an application fault that keeps returning. Distinguish the immediate fix from any broader work needing approval.
Managed IT services brings wider operational responsibilities into the discussion. The helpdesk is the route to user assistance; monitoring, routine infrastructure maintenance and ongoing administration are included only where agreed. Useful service reviews connect those responsibilities to unresolved and recurring problems, not just ticket totals.
Client experience
What our clients say
“The team are responsive, efficient and very friendly – no query too small and yet also able to handle more complex issues and provide appropriate solutions.”
Before you decide
Your questions, answered
Does the helpdesk include all our IT maintenance?
The helpdesk provides a route to user assistance and agreed requests. Routine infrastructure maintenance, monitoring and wider administration need to be identified separately. A broader managed IT arrangement can bring these together, but the proposal should make clear what is included rather than let staff support stand for every IT responsibility.
Can you support our internal IT team rather than replace it?
Yes. We can discuss agreed user support while your team retains specialist work, approvals or particular applications. Ticket ownership, access and escalation need to fit that division. The user should have a clear starting point even where several teams work on the eventual resolution.
How are urgent incidents prioritised?
We agree priority definitions around impact and urgency, including the systems or users affected and the work that cannot continue. An incident response target is not the same as a guarantee of resolution within that time. The service arrangement should explain both and the information needed to assess a report.
Can the helpdesk deal with new starters and leavers?
The relevant tasks can be included in the agreed request process. Your authorised contact needs to provide the required access, approvals and timing. Account, device and application responsibilities may involve different owners, so a complete request is more useful than a last-minute instruction to give somebody the same access as a colleague.
Your next step
Where does your team get stuck with IT?
Tell us about your staff, working hours and everyday applications, along with the problems that keep coming back. We will help you plan a clear support route and the specialist handovers it needs.