Your Outsourced Service Desk
A dedicated, bilingual service desk that operates as an extension of your team. ITIL-aligned processes, tiered support structure, and SLA-backed response times — without the overhead of building an in-house team.
Setup Your Service DeskEnterprise service desk, outsourced.
Tiered Support
L1 through L3 support with clear escalation paths. First-call resolution for common issues, specialist escalation for complex problems. All in English and Japanese.
Multi-Channel Intake
Phone, email, chat, and self-service portal. Tickets are automatically categorized, prioritized, and routed to the right team.
SLA Management
Defined response and resolution targets with real-time tracking. Monthly SLA reports showing performance metrics, trends, and improvement areas.
Knowledge Base
We build and maintain a knowledge base of common issues and solutions specific to your environment. This accelerates resolution times and enables self-service.
Seamless onboarding.
Discovery
Understand your IT environment, common issues, user base, and service expectations.
Setup
Configure ticketing system, phone routing, knowledge base, and escalation procedures.
Transition
Gradual handover from your current support process with parallel running to ensure continuity.
Optimize
Continuous improvement based on ticket data, user feedback, and SLA performance metrics.
Ready to outsource your service desk?
Let's discuss how a dedicated service desk can improve your team's productivity and IT experience.