Outsourced Tier-1 Help Desk & IT Support
Local support teams handling your first line, strictly following your rules and processes as an extension of your business.
Your engineers shouldn’t be stuck on the first line
Internal IT teams and MSP engineers get swamped by repetitive Tier-1 queries, pulling expensive specialists away from projects and SLA targets.
TMC takes the first line as an extension of your business. We follow your FAQs and resolution process, log what we cannot fix, and escalate the issues that warrant it to your on-call team.
Overflow support, out-of-hours, or the full desk
Your desk takes the calls it can. When the queue builds, the overflow rolls to TMC and is handled on the same runbooks.
- Overflow when your desk is busy
- Same resolution process and FAQs
- No new headcount for peak periods
Users who need help at 9pm or on a Sunday reach a trained person, with critical incidents escalated to your on-call engineer.
- 24/7 coverage outside your hours
- Urgent issues escalated to on-call
- Overnight summary for the morning team
We run the first line end to end, on your SOPs, with your engineers focused on Tier 2 and above.
- All Level 1 contacts handled
- Calls, email, chat and web forms
- The same experience for every customer
Calls, email, chat and web forms
Requests are organised, categorised and triaged on whichever channel they arrive.
Level 1 support, triage and escalation
Urgent issues are escalated appropriately. Non-critical requests can be queued for the next business day.
Help desk pricing, scoped to your volume
Thirty minutes with a specialist to map your call types, tools and SLAs, and see where TMC fits.
- Call types and volumes mapped
- Channels and hours agreed
- Overflow, out-of-hours or full desk