A 24/7 service desk that answers as your company, in English and Spanish, up to Tier 3
A white-labeled service desk for up to 250 end users: phone, email and chat, Tier 1 through 3, integrated with your ITSM platform, with a monthly SLA report. Your users never know it is not in-house.
Who this is for
Companies that have outgrown business-hours helpdesk
Shift workers, multiple time zones, or customers who expect a human at 2 a.m.
Teams with Spanish-speaking users
Support in the language the user actually speaks, not a translation layer.
IT leaders who want engineers doing engineering
Move Tier 1 and 2 off your senior people without losing control.
What you get
- 24/7/365 coverage by phone, email and chat under your company name
- Tier 1 (password, access, how-to), Tier 2 (device, application, network) and Tier 3 (escalated engineering) support
- English and Spanish agents
- Integration with your ITSM or ticketing platform (or we provide one)
- Documented escalation paths to your internal team and vendors
- Monthly SLA report: first-response time, resolution time, CSAT, ticket categories
- Knowledge base built from your environment during onboarding
- Onboarding in about 10 business days
How it works
Onboarding
Questionnaire within one business day: users, hours, languages, ticketing system, escalation contacts.
Knowledge build
We document your environment, common issues and escalation rules.
Go-live (about day 10)
Numbers, mailboxes and chat routed to the desk. Your users see your brand.
Monthly
SLA report and a review call; scale users up or down as you grow.
Questions
How is this different from Managed Helpdesk Complete?
Managed Helpdesk Complete is Tier 1–2 for smaller teams. Enterprise adds Tier 3 escalation, Spanish, up to 250 users and formal SLA reporting.
Who staffs the desk?
EverSource’s white-label service desk partners, trained on your environment, operating under your name and our SLA.
More than 250 users?
Quoted per block of 100 additional users.
Give every user a 24/7 answer under your brand
Tier 1–3, English and Spanish, integrated with your ticketing, reported monthly.
Secure checkout via Stripe. Go-live typically 10 business days after onboarding.