IT Helpdesk (Tier 1) Outsourcing
Most IT tickets are routine — but they still need fast, reliable handling. MTS provides Tier 1 IT helpdesk outsourcing for businesses in Saudi Arabia, the USA, Canada, and the UK, resolving common issues quickly and routing anything complex straight to your internal team, backed by our own in-house software development expertise.
What's Included
Ticket Triage & First-Line Support
- Ticket intake and prioritization
- Password resets and account unlocks
- Basic software and connectivity troubleshooting
- Knowledge-base-driven issue resolution
Remote Troubleshooting
- Remote desktop-assisted troubleshooting
- Common application support (email, VPN, MS Office, etc.)
- Escalation to Tier 2/3 with full documentation
- Recurring-issue pattern reporting
Helpdesk Operations
- Ticketing system management (Zendesk, Freshdesk, Jira Service Desk, etc.)
- SLA tracking and reporting
- After-hours and weekend coverage
- Monthly ticket volume and resolution reporting
Why Macrise Tech Solutions
Backed by an in-house software development team, not a pure call-center operation
Clean handoff process to your internal Tier 2/3 team when needed
24/7 or extended-hours coverage options
Transparent SLA and ticket-resolution reporting
Cost-effective alternative to staffing a full in-house Tier 1 desk
SMEs and mid-sized companies in Saudi Arabia, the USA, Canada, and the UK that want dependable first-line IT support without the overhead of a large internal helpdesk team.
Our Services
Free your IT team from routine tickets
Contact MTS to discuss your ticket volume and tools.