Outsource IT help desk services

Innovatia offers a comprehensive IT Help desk services covering user onboarding, password resets, software and hardware installations, access management, configuration updates, and general IT queries. We support incident management and service request fulfillment through customer-designated ticketing systems. 

Yes, Innovatia’s IT Help desk services operates 24/7, ensuring round-the-clock assistance for critical IT needs. Our team is trained to manage global time zones and provide seamless support to end users, anytime. 

We work within the customer’s preferred environment and are experienced with a wide range of ITSM platforms including ServiceNow, Jira, Remedy, Helix and ConnectWise, among others. 

All our operations adhere to strict data protection protocols aligned with industry standards and client-specific compliance requirements. Our teams are trained on data handling best practices and operate within secure infrastructure frameworks. 

Absolutely. Innovatia’s IT Help desk services is built for flexibility and scalability. Whether you need dedicated agents or shared resource models, we can scale support based on your user base, business hours, and ticket volume. 

We follow ITIL-aligned practices to identify, log, categorize, prioritize, and resolve incidents efficiently. Our focus is to restore normal service operations as quickly as possible while minimizing impact on business operations. 

Yes, we handle MACD requests as part of our service request fulfillment process. This includes user account changes, hardware/software additions or removals, access modifications, and related administrative tasks. 

Our primary support language is English, but multilingual capabilities can be enabled based on customer needs. We offer flexible support models that accommodate regional language requirements upon request. 

We provide weekly and monthly performance dashboards that include SLA compliance, ticket volumes, resolution times, and trends. Continuous improvement is central to our approach, and we use insights to drive efficiency. 

Onboarding timelines typically range from 2 to 4 weeks, depending on complexity, tool access, and knowledge transition. We follow a structured onboarding methodology that includes knowledge transfer, SOP documentation, and pilot IT help desk support.