Extra service desk capacity, remote
We work remotely as an extension of your IT service desk. In your ticket system, with your processes, on your phone line. For a week, a month or structurally. No recruitment, no MSP contract.
What we handle
Everything that is remotely solvable
From simple L1 tickets to more complex L2 work in Microsoft environments and business applications. We plug in at the level you need.
Level 1 support
Triage, intake and daily service desk work
- Ticket intake, triage and prioritization
- Password resets and account management
- Microsoft 365 and Teams support
- Outlook and email issues
- User onboarding and offboarding
- Intune and device management (basic)
- Printer and workplace issues
- Running standard runbooks
Level 2 support
Microsoft environments and business applications
- Entra ID and more complex M365 configurations
- Conditional Access and MFA issues
- Exchange Online and SharePoint management
- Intune compliance and device enrollment
- CRM applications (admin and user questions)
- Warehouse management systems (WMS)
- ERP applications (user management, permissions)
- Data and reporting tools (basic admin)
How we work
What sets us apart
In your own systems
We log in to your ticketing (TOPdesk, Freshdesk, Zendesk, Jira, ServiceNow), M365 and remote tooling. No separate ITSM package, no migration.
Phone forwarding
Your support line can be forwarded to us. We answer the phone on behalf of your service desk, if you want us to.
Experienced engineers only
We work exclusively with engineers who know ITSM environments. No juniors, no generalists. People who can join in right away.
Preference for structural work
We prefer to work for a longer period. That way we get to know your environment and genuinely contribute to the continuity of the service desk.
Who we are
Experienced ITSM engineers, not a call center
We are a small team of senior service desk engineers. No staffing agency, no offshore capacity, no juniors still learning the trade. People who have been in IT support for years.
10+
years average experience
L1/L2
certified ITSM knowledge
NL
based, Dutch speaking
MFA
required on all client access
No juniors
Our engineers have years of hands-on experience in service desk and ITSM environments. They know TOPdesk, Freshservice, Entra ID and M365 inside out.
Ready to go
They know how a service desk works, how to prioritize, manage escalations and communicate with end users. No onboarding period of months.
Service desk is their craft
They do not do this on the side. Remote service desk is the work. Not a busy colleague stepping in, but an engineer who does nothing else all day.
Security from day 1
MFA required, named accounts, least privilege, no shared logins, no client data stored locally. Security is a way of working, not a checkbox.
How it works
From intake to operational in a few days
Your ticket system is already there. We plug into it. No months-long implementation.
Intro and intake
We look at your situation together: which ticket system, what kind of tickets, when the service desk gets stuck, what the escalation path is.
No-obligation call
Onboarding in your environment
You give us access to the ticketing, M365 and remote tooling. We work through processes, runbooks and escalation paths.
Typically 1 to 3 working days
Remote and operational
We work as part of your service desk. Picking up tickets, helping users, escalating where needed. Fully remote, in your systems.
At least two weeks, preferably longer
Reporting back
A short report periodically: ticket counts, type of work, what went smoothly, what could be better. Transparency about what was done.
Weekly or monthly, as you prefer
This is how we work, and we have nothing to hide
We work for multiple clients
Our engineers work for several service desks at once. That is also how the price works. You pay for shared capacity, not a full-time employee. You know that up front.
We always work remotely
We do not do on-site support by default. Everything we do, we do remotely: via RDP, Azure Virtual Desktop, Teams, phone or the browser. For most L1/L2 tasks that is simply enough.
Minimum of two weeks
Stepping in for a day is technically possible but not realistic. We need to know your environment and understand the processes. We use a minimum of two weeks and prefer to work longer.
Pricing
Clear rate, no surprises
It is a shared service: our engineers work for several service desks at once. That is how you get senior ITSM capacity from 55 euro per hour, without hiring a full-time employee. You pay for capacity and availability, not per ticket or per minute.
Holiday, illness or peak load
per day
Available for a defined period. Minimum of two weeks (40 hours per week) so we can get to know your environment well.
- Minimum two weeks (40 hrs/week)
- Remote in your own environment
- L1 and L2 support
- Phone support possible
Structural backlog or busy period
2 to 5 days per week
Fixed weekly capacity for queue support and backlog clean-up, for several months.
- 2 to 5 fixed days per week
- Clear the backlog
- SLA on response time possible
- Weekly reporting
Continuity for existing IT teams
plus deployment days
Stand-by service desk capacity, trained on your processes and ready to step in.
- Stand-by availability
- Holiday and sickness backup
- Periodic check-ins
- Monthly retainer plus deployment days
Fixed daily remote capacity
per month
8 hours per working day, fully trained in your environment, with monthly reporting.
- 8 hours per working day
- Semi-dedicated or dedicated engineer
- Fully in client processes
- Monthly reporting
Support outside office hours
per evening
Remote service desk in the evening, for organizations that need support outside 09:00 to 17:00.
- 17:00 to 21:00 (or by arrangement)
- Remote in your own environment
- L1 and L2 support
- Ideal for shift work or international teams
Prices exclude VAT. A pilot of one to two weeks is a good way to see whether the collaboration fits.
Need service desk capacity without a classic MSP?