Password resets, printer jams and new-hire laptops are important, and they are exactly what keeps a small IT team from the projects leadership is waiting on. Overflow help desk takes the routine volume so your people can do the work only they can do.
We answer under your process, in your ticketing system if you like, and escalate to your team the way you define. Nights, weekends and holidays are covered too, so your IT manager can stop sleeping with a phone on the pillow.
Key Benefits
Tier 1 and overflow tickets handled under your process
Nights, weekends and holiday coverage
Vacation and turnover cover for your IT staff
Clear escalation to your team, documented in every ticket
What's included
Phone, email and portal intake with your branding or ours.
Account, password and MFA resets.
Workstation, printer and Microsoft 365 issues.
Onboarding and offboarding checklists.
After-hours triage with escalation to your on-call person.
Weekly ticket summary for your IT lead.
How escalation works
Together we define which ticket types we close, which we hand to your team and which wake someone up. The rules live in the responsibility matrix and are reviewed every quarter.
Overflow & After-Hours Help Desk: Frequently Asked Questions
Can you only cover nights and weekends?
Yes. Many teams start with after-hours coverage only and add daytime overflow later.
Will our staff know they are talking to an outside team?
That is your choice. We can answer as an extension of your IT department or as Sidecar IT.