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A data center technician with a laptop in a corridor beside glass-walled server racks

Managed IT Services

IT Service Desk & Help Desk Services

STEM Global's service desk is your users' first call for IT help: password resets, access requests, device and software issues, and anything else that stops work. Tickets are tracked against agreed service levels and escalated to our engineers when needed.

Schedule a Technical Strategy CallWhat's included

What's included

Service Desk & Help Desk, start to finish.

  • 01

    Phone, email and portal support for your users

  • 02

    Incident and request management against SLAs

  • 03

    Device, account and software support

  • 04

    Escalation to engineers and on-site technicians

What you get

  • Fast, friendly help for your users
  • More issues resolved on the first contact
  • Clear reporting against agreed service levels

How we approach it

At STEM Global, we learn your environment, tools and policies during onboarding and build a knowledge base so most issues are solved on the first contact. Tickets are tracked against agreed service levels, recurring problems are analyzed and fixed at the root, and you get regular reports on volumes, trends and satisfaction.

Who does the work: Service desk analysts, backed by our network, server and cloud engineers.

Why STEM Global

One partner for Service Desk, from plan to everyday running.

  • One partner, start to finishSTEM Global advises, implements and then runs what it builds. There's no handover gap between a consultancy, an integrator and a support vendor.

  • The people who do the workYour project is staffed by the developers, consultants and engineers who do the work, including CCIE- and CCNP-certified network engineers.

  • Built to be runEverything is documented, tested and handed over with runbooks, because STEM Global often runs it afterwards too.

Schedule a Technical Strategy Call

How we deliver

From discovery to managed services.

  1. 01

    Discover

    STEM Global learns your goals, systems and constraints, and agrees scope, timeline and success measures.

  2. 02

    Design

    Architecture, configuration and migration plans, reviewed with your team before anything changes.

  3. 03

    Implement

    We build, configure, integrate, migrate and test, then cut over with a rollback plan ready.

  4. 04

    Run

    After go-live we support, monitor and improve it as your managed services provider.

Have a project coming up?

Schedule a Technical Strategy Call