Your IT department,
without the cost of an IT department.
Fully outsourced managed Service Desk for enterprise organizations. Remote SPOC, dedicated on-site support, VIP support. Scalable teams with dedicated resources, guaranteed SLAs, nationwide coverage.
Our delivery models
L1 Remote Help Desk — SPOC
Centralized first-level support for incident, request and problem management. Our SPOC operators receive, classify, prioritize and resolve tickets through leading ITSM platforms (ServiceNow, BMC Remedy, Jira Service Management, ManageEngine). Scalable teams with dedicated resources, sized to the client's operational needs.
On-Site L2/L3 Service Desk — Full Outsourcing
Specialized technical resources deployed at the client's site in full outsourcing. Vertical expertise in endpoint management, Active Directory, Microsoft 365, networking and printing systems. End-to-end workstation lifecycle management: provisioning, configuration, maintenance, decommissioning.
VIP & Executive Support
Dedicated IT support for C-level, executives and key stakeholders. Priority response with reduced SLAs, tailored assistance on premium devices, advanced troubleshooting for video conferencing and meeting rooms.
Vertical expertise
Workplace Support
- Windows / macOS / Linux endpoints
- Microsoft 365, Teams
- GPO, Intune, SCCM / MECM
- Printers and peripherals
- Onboarding / Offboarding
Industrial & OT Support
- Handhelds and barcode scanners
- Rugged terminals
- Industrial printers, scales, price labelers
- PLCs (programmable logic controllers)
- SCADA systems
- Manufacturing, logistics and retail environments
ITSM & Process Management
- ITIL framework
- Incident / Problem / Change / Request Management
- Contractual KPIs and SLAs
- Volume, trend and compliance reporting
- CSAT / XLA
Advanced ticket analytics
Powered by proprietary MTS Neural AI platforms
We don't just close tickets. We analyze the data to prevent issues before they happen. Through proprietary Enterprise Knowledge Intelligence platforms built in-house by our AI division, we turn service desk data into operational intelligence.
Root Cause Analysis
Deep semantic analysis of tickets to identify recurring root causes. Automatic cause-code classification and incident correlation to surface hidden patterns that escape manual review.
Backlog Intelligence
Advanced backlog monitoring with aging analysis, priority distribution, temporal trends and volume forecasting. Proactive identification of bottlenecks before they impact SLAs.
Ticket-to-Knowledge
Our AI engines automatically transform resolved tickets into standard operating procedures (SOPs), continuously and algorithmically feeding the knowledge base. Every resolution becomes reusable corporate know-how.
Incident Intelligence
Predictive incident analysis: pattern recognition, trend forecasting, proactive alerts on emerging anomalies. Cognitive dashboards with real-time criticality levels.
Why choose us
Full Outsourcing
Dedicated resources trained on your specific environment
Single SPOC
One point of contact for all IT tickets
Scalable Teams
We size the team to your real volumes
Guaranteed SLAs
Contractual KPIs with transparent reporting and penalties
ITSM Integration
ServiceNow, Jira, BMC, ManageEngine — we adapt to your tools
AI-Powered Analytics
Proprietary platforms for root cause analysis and knowledge governance
5,000+ Tickets in 2025
Workplace and industrial support with SLAs met
Do you need a Service Desk that doesn't just close tickets?
Let's talk.