Technical problems are always unexpected and have a knack for happening at the worst possible time. Our certified technicians are just a phone call away, providing you with technological support 24/7/365 – all without the need to hire, train or retain your own IT staff.

Our help desk is USA based with geo-redundant locations in Jacksonville, FL, and Raleigh, NC.

Companies are looking for creative alternatives to solve their business challenges. Many organizations have found success outsourcing their service desk functions to The Scarlett Group, realizing that their internal IT team’s time is better spent working on more strategic, value-added projects for the business.

What you get:

  • Receive, document, and troubleshoot inbound user requests
  • Create tickets as a foundation for issue tracking and resolution
  • Triage issues to determine appropriate escalation
  • Resolve issues through client interaction and/or using remote support tools
  • Identify appropriate solution point for hardware, software, and network issues
  • Support end user devices and software packages
  • Manage administrator system accounts and passwords
  • Escalate as necessary and follow issue through to resolution
  • Provide 24/7/365 live support
  • Report monthly or quarterly for trend analysis

Help Desk is a component of The Scarlett Group’s “Complete IT” and “Managed Cybersecurity Services.”

Frequently Asked Questions

  • Centralizing and tracking of all incidents which will provide data on the frequency and types of issues which are commonly reported, and enable the resolution of root cause problems
  • Analyzing the needs of the users at a holistic level which will drive recommendations to improve their productivity and efficiency
  • Removing the distraction of handling the majority of the Level I help desk support requests, which will free up the internal IT team to work on more strategic, value-added projects

Leveraging the collective experience of the Scarlett team has proven to be of great benefit to our clients. Not only will we intimately know your environment, we’ll invest time to understand your business goals. We’ll then develop a strategic roadmap that identifies the solutions, including estimated budget and dependencies that will ensure that those goals are met and position the company for future growth.