Overview
Employees expect fast, friendly IT assistance when passwords expire, applications fail, or VPN connections drop. DG Tech's 24/7 help desk support provides remote technical assistance via phone, email, and chat—resolving common issues quickly and escalating complex problems to L2/L3 teams or on-site engineers when needed.
Our help desk agents follow your approved knowledge base, ticketing categories, and escalation matrix. We support Windows and macOS endpoints, Microsoft 365, VPN, printers, and standard business applications used across Indian enterprises and BPO operations.
Round-the-clock availability ensures night-shift workers, global teams, and critical operations receive the same quality support as daytime staff—improving productivity and reducing frustration caused by unresolved IT issues.
Key Features
- 24/7/365 multi-channel support: phone, email, chat
- Remote desktop troubleshooting and resolution
- Password reset and Active Directory account management
- Microsoft 365 and Outlook issue resolution
- VPN, Wi-Fi, and connectivity troubleshooting
- Ticket tracking with SLA-based escalation
Key Benefits
- Faster issue resolution minimizing employee downtime
- Consistent support experience across shifts and locations
- Reduced burden on internal IT and management staff
- Documented tickets for trend analysis and root-cause fixes
- Knowledge base growth reducing repeat incidents
- Scalable agent pool for seasonal workforce changes
Scope of Work
Our engagement covers the following deliverables and activities for 24/7 help desk support.
- Help desk platform setup and client branding
- Knowledge base and SOP documentation import
- L1 ticket handling for defined support categories
- Remote session initiation with user consent
- Escalation to L2, L3, or field support per matrix
- SLA reporting: response time, resolution time, CSAT
- Monthly trend reports with top incidents and recommendations
Technologies & Tools
We work with industry-standard platforms and equipment relevant to your environment.
ServiceNowFreshdeskManageEngine ServiceDesk PlusTeamViewerAnyDeskMicrosoft 365 Admin CenterActive DirectoryFortiClient VPN
Our Service Process
A structured workflow ensures consistent delivery, clear milestones, and measurable outcomes.
- 1
Onboarding & KB Setup
Support categories, escalation paths, and knowledge articles are configured in the ticketing platform.
- 2
Ticket Intake
Users reach the help desk via phone, email, or portal. Tickets are categorized and prioritized automatically.
- 3
Remote Resolution
Agents troubleshoot via phone guidance or remote session, resolving issues within L1 scope.
- 4
Escalation
Unresolved tickets escalate to L2/L3 or field engineers with full context and user communication.
- 5
Reporting & Improvement
SLA dashboards and monthly reviews drive knowledge base updates and permanent fixes.
Frequently Asked Questions
Common questions about our 24/7 help desk support offering.
Yes. Our 24/7 help desk operates every day including public holidays, covering all shifts for BPO and global operations.
Ready to Get Started with 24/7 Help Desk Support?
Contact DG Tech Computers for a consultation. We will assess your requirements and propose a tailored solution with clear timelines and pricing.
Related Services
Field Support Engineer
On-site solutions for minimizing downtime and optimizing performance.
Learn More