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Reliable Help Desk Support Service

IT Help desk?

Do you need more help desk support? When your business is growing, there are times when your current IT support team just can’t meet the long list of tasks that they are being asked to do. As part of our recurring Managed IT Services, Metamaze offers service desk team that’s on call 24/7/365.

No matter how big the problem (or how small), our help desk team is ready to serve your team to keep them happy and productive!

What Is a Help Desk?

An IT help desk is staffed by a team of technicians for the purpose of providing support to your internal users. A remote help desk should provide employees with easily accessible, accurate, and quick IT support.


What Are Help Desk Services?

Your IT help desk should be a true technology partner, assisting your business and employees anytime IT needs arise. From answering questions and troubleshooting problems to helping you prepare for new changes in tech, your help desk partner should be the resource you turn to whenever you need some support.


Help Desk Outsourcing Benefits

There are many reasons to choose an outsourced help desk for your IT support, from improving the closing rates on your tickets to saving your business time and money. Here are a few of the biggest benefits you’ll enjoy by outsourcing your help desk services.


Save Money on IT Support

Outsourcing your help desk support is one of the best ways to save money on these services. Unlike internal hires, which in addition to salary come with overhead expenses like training, benefits, and equipment, your outsourced support comes at a much lower cost.

Help desks also tend to have high turnover rates. For an internal team, that can mean perpetually spending money on recruitment and hiring. When you outsource these services, however, you’ll always have expert support at your fingertips.

Greater Efficiency

Your internal IT staff probably wears many hats. Some days they’re taking support tickets, while others they’re trying to manage new software or product rollouts. Unfortunately, this creates a situation where nothing gets their full attention and in turn slows everything down.

When you outsource your IT help desk services, you get a team that’s fully dedicated to providing support. It also frees up the rest of your internal team to focus on strategic initiatives without the distraction of providing user support.

Better Cybersecurity

Cyberattacks are on the rise, and these threats are constantly evolving in sophistication. Does your internal IT team have the time to keep up? Or are they so busy with day-to-day operations they can’t keep up with new cybersecurity trainings?

When you outsource your help desk services, you’ll enjoy the benefits of working with a support team who understands state-of-the-art cybersecurity protocols. Your company will be safer, and so will your users.

Support for Hybrid and Remote Workers

These days, companies are more flexible than ever before, offering employees the option of hybrid or fully remote work. While these options are great for your people, they also come with a whole host of unique challenges that require support.

Rather than reduce your employees’ working options, you can outsource your help desk services to ensure everyone gets the help that they need. The results are happier workers and better productivity for your business.

Relief for Your IT Experts

Chances are that your IT team is full of technical experts, each of whom offers a unique set of skills. But when these individuals have to field support calls all day, they can’t do the jobs that you hired them for.

One of the best ways to provide them relief is to outsource your help desk services. This allows your internal team to get back to what they’re best at and to stay aligned to your top business priorities. Let your experts be experts, and leave the help desk services to your outsourced support.

Types of Help Desk Support Services Offered

Companies rely on  Metamaze for help desk services because they know they’ll receive the support that they need 24 hours a day, seven days a week. Our technicians are expert problem-solvers, and they’ll work with your users to resolve issues quickly and effectively.

Here are a few examples of the types of help desk support services Metamaze offers.

Software Support

Whether you’re rolling out a new piece of software or your users are having problems with applications they already use, there will be times when they need some help. We provide software support for email applications, operating systems, web browsers, office productivity suites, and more.

Hardware Support

When your users need help with their hardware, our support services can diagnose the issues they’re facing and help shepherd them along to resolution. Whether you need us to work with your internal IT team or a third-party vendor, our hardware support has you covered.

Network Support

Nothing hurts user productivity like network problems. We offer network support services for your in-office, remote, and hybrid teams to ensure they can access the resources they need to do their jobs.

Training as a Service (TaaS)

As part of our recurring service plans, Metamaze offers Microsoft Clip Training. This comprehensive on-demand training library helps your employees become skilled and productive with all the Microsoft applications, and includes quizzes and exams.

Remote Support

Sometimes the best way to resolve an issue quickly is for a technician to jump into the system. With remote support, our technicians can use remote access to quickly help your users fix problems while showing them step-by-step how it’s done.

Proprietary Application Support

Even if your company uses proprietary applications, there will still be times your users need support. Our help desk will learn how your applications work, help users through their most frequent issues, and escalate problems to your internal teams when it’s necessary.


Building out an internal help desk team probably costs more than you think. Beyond individual salaries, there’s a significant amount of overhead and expenditures for benefits, training, equipment, and other expenses. The cost only continues to rise if you’re trying to provide support to your users 24/7.

When you calculate the actual cost-per-ticket you pay to achieve resolution, you may be surprised to discover that outsourcing your help desk services saves your company money. You still get the expertise that you need, but without all the extra expense.

Although the terms “help desk” and “service desk” are sometimes used interchangeably, there’s a difference between these two kinds of support. As you think about the type of outsourced help you might need, it’s important to keep them in mind.

Help desk support is focused on incident management. When something breaks for a user, the help desk is there to help fix it.

A service desk, however, offers additional support in the form of taking service requests and answering user questions or requests for more information. Both offer support for your users, but the one that’s right for your organization really depends on the needs of your users.

When we talk about managed services, we’re referring to outsourced services from a provider like Metamaze. For help desk services in particular, this means our help desk team will serve as the single point of contact for your users when they’re in need of support.

When your users experience an issue, they can contact us at their convenience by email, by phone, or through a live chat. No matter when they need help, we’ll provide around-the-clock support for problems big and small, from resetting their passwords to shoring up their cybersecurity.