Core service · Help desk
White-label help desk,L1 & L2
Tickets, calls and email handled by Z-Tech engineers inside your PSA — signed with your name, following your SOPs.
<1 hrResponse target
24/7Follow-the-sun
L1→L2Escalation by runbook
Scope
What's included
- Password, MFA & account lockouts
- Outlook, Teams & OneDrive issues
- Windows & macOS endpoint support
- Printers, VPN & connectivity
- Ticket triage, categorisation & escalation by runbook
- Remote sessions with your branding
- Business-hours overflow or full 24/7
- Monthly SLA & CSAT reporting
Delivered 100% under your brand
Your PSA, your RMM, your email domain and signature. Your clients never see Z-Tech.
- NDA + non-solicit
- GDAP least privilege
- Full audit trail
How we deliver
Four steps, every time
STEP 01
Intake
Tickets arrive in your PSA from portal, email or phone.
STEP 02
Triage
Prioritised P1–P4 and routed by client runbook.
STEP 03
Resolve
L1/L2 resolution; L1→L2 escalation by runbook.
STEP 04
Close as you
Notes and replies logged under your brand.
Microsoft 365Entra IDIntuneAutopilotDefenderSentinelGoogle WorkspaceAWSAzureApple MDMFortinetCisco MerakiSophosUbiquitiCIPPMicrosoft 365Entra IDIntuneAutopilotDefenderSentinelGoogle WorkspaceAWSAzureApple MDMFortinetCisco MerakiSophosUbiquitiCIPP
Related
Bundle more services
Next steps
Let's build your invisible team.
Start with a 30-minute scoping call and a free 5-ticket pilot. Month-to-month, no lock-in.
0130-min partner callScope, tools & SLAs
02Free M365 health auditSecure Score baseline
035-ticket pilotSee the quality first