Help Desk Training

Most MSPs make the mistake of replacing your help desk, we don’t.

Your help desk is your biggest ally or your weakest link in your IT and Cybersecurity defense.

Empower them to fight for your users not with them.

  • Run-books:
    Step-by-step procedures tailored to your environment, giving your help desk clear, repeatable actions for handling incidents and requests without hesitation.

  • Documentation:
    We centralize and standardize your IT knowledge—covering systems, tools, and workflows—so your team isn’t reliant on tribal knowledge or outdated wikis.

  • ITIL-Based Practices:
    Structured processes rooted in ITIL principles help your support team triage, prioritize, and escalate issues the right way—consistently and professionally.

  • Escalation Pathways:
    Clearly defined escalation maps reduce downtime and confusion, ensuring the right issues reach the right experts without bottlenecks or unnecessary churn.

  • Best Practices:
    Real-world IT and security workflows adapted for your business—covering onboarding, offboarding, patching, MFA resets, phishing reports, and more.

  • Education & Certification Planning:
    We guide your help desk through skill assessments, training tracks, and certification prep so they can grow with your company—not out of it.

A man with glasses and a headset smiling while working at a computer in an office

Have a real person, not an anoymous mailbox for your issues. Train them with Tier 5.