Managed help desk
Outsource your help desk.
Keep your people working.
Your team reaches experienced technicians who already know your environment, 24 hours a day, every day. BBS can be your entire IT support function or the tier-one layer that frees your internal staff for the projects that actually move your business.
every shift, weekends included
Where it fits
Four reasons businesses hand us the help desk
You do not have to give up control of your IT to stop answering tickets. Most of our help desk clients fall into one of these four situations.
No IT staff at all
We are your help desk. Your team has one number to call and reaches someone who already knows your setup.
A small internal IT team
We take tier one so your own people stop firefighting tickets and get back to the projects they were hired for.
After-hours or overflow
Your staff keeps the day shift. We cover nights, weekends, and the volume spikes they cannot absorb.
A provider that stopped answering
If tickets sit for days with your current provider, responsiveness is the whole reason to switch, and the first thing you will notice.
What the help desk covers
The everyday problems that stop work
Managed help desk is delivered remotely. Technicians connect to the user, diagnose, and resolve, and escalate to our engineering side when a problem turns out to be bigger than one workstation.
Hardware failures, cabling, and installations are field work, not help desk tickets. We scope those under managed IT services so your help desk coverage stays fast and predictable.
- Workstation troubleshooting and performance problems
- Microsoft 365 and Google Workspace assistance
- Email, calendar, and file access issues
- Software and business application support
- User accounts, passwords, and access changes
- Printer, peripheral, and connectivity problems
- Escalation to engineering when the issue is bigger than one user
How it works
Onboarding that does not disrupt the work
We learn your environment before we take tickets. That is the difference between a help desk that resolves problems and one that reads a script back to your staff.
Environment review
We document your systems, applications, and the people who use them before we answer a single ticket.
Coverage plan
We agree on hours, escalation paths, and who to reach for what, in writing.
Rollout to your team
Your staff learns exactly how to reach us. One channel, no confusion about who to call.
Ongoing review
We look at what keeps breaking and fix the cause, so ticket volume goes down instead of up.
Common questions
Before you outsource
If your question is not here, ask it directly, we would rather answer honestly than have you find out after signing.
Do we lose control of our IT?
No. You keep ownership and decision-making. We handle the day-to-day support load, and where you have internal IT staff, they set direction while we absorb the tickets.
Can we outsource only part of it?
Yes. Tier-one only, after-hours only, or overflow during busy periods are all normal arrangements.
Is on-site support included?
No. Managed help desk is delivered remotely. Hardware failures, cabling, and installations are field work scoped under managed IT services.
What does 24/7 actually mean?
Coverage is available around the clock, including nights and weekends. We will confirm response expectations for each tier in writing before you commit.
How do our people reach you?
One agreed channel for your whole team, set up during rollout, so nobody has to guess who to call.
Tell us who is answering tickets today
Whether that is one overloaded person, a provider who stopped responding, or nobody at all, we will tell you what coverage would actually look like for your team.