Day 1leavers
Leavers are a security event
A former employee's account is a common way in. Disabling access on the last day should be a checklist, not a memory.
GABCO field practice
- Home
- Managed IT Services
- Help desk and user support
Help that answers, then follows through.
Good support is not just quick answers. It is every request logged, prioritised by its effect on the business, tracked to the end and reported, so recurring problems get fixed at the root.
What it covers
Help desk and user support
One point of contact
Requests by email, phone or portal, all logged and tracked.
Priority by business impact
An outage that stops trading is handled before a printer question, with response targets in the service agreement.
Remote and on site support
Most issues fixed remotely; on site visits across Grand Cayman when needed.
Joiners and leavers
New staff set up and leavers' access removed promptly through a documented process.
Problem management
Recurring issues analysed and fixed at the cause.
Monthly reporting
Volumes, response times and trends reviewed with management.
- ITIL 4
- Microsoft 365
- Remote support
How we do it
Onboard
Your environment documented and users briefed.
Support
Requests logged, prioritised and resolved.
Improve
Recurring problems fixed at the root.
Review
Monthly service reports and reviews.
Field notes
Worth knowing
What you receive
- Service level agreement
- Help desk by email, phone and portal
- Joiner and leaver process
- Monthly service report
- Environment documentation
Questions
What are your support hours?
Hours and response targets are set in your service agreement, with options for extended or out of hours cover.
Do you support staff working from home?
Yes. Remote support covers staff wherever they work.
Can you support our in house IT person?
Yes. Many clients use us to add capacity, cover holidays or provide specialist skills alongside their own staff.
More on Managed IT Services
Talk to us about help desk and user support
Tell us what you're working on. We'll listen, ask the right questions and recommend a practical next step. No obligation.
info@gabcoenterprises.com+1 345 769 4222