IT Help Desk OutsourcingReal People. Every Call.
Under 15 Minutes. 24/7.

The Gradius outsourced IT help desk includes 24/7 phone and ticket support with under-15-minute guaranteed response, staffed by trained technicians in the U.S. and Colombia — not an offshore call center. Technicians have remote management access to your environment and resolve most issues on the first contact: password resets, Microsoft 365 issues, email and calendar configuration, application errors, VPN and connectivity problems, printer and peripheral support, and general Windows and Mac support. For issues that require escalation, tickets move to senior engineers with the authority and tools to resolve them — or to on-site dispatch across NJ, NY & CT when physical access is needed. Flat-rate pricing with no per-ticket charges.

Real technicians. The Gradius help desk is staffed by trained IT technicians in the U.S. and Colombia — not a call center where agents read from troubleshooting scripts and escalate everything beyond a password reset. Our technicians have remote management access to client environments, understand how different applications, networks, and operating systems work, and are trained to diagnose and fix problems rather than just document them. When they call back, the person who picks up is capable of actually resolving the issue, not transferring it to another queue.

Under 15 minutes from first contact to a real technician actively working on the problem — for every ticket, every call, every hour of every day. This is a guaranteed SLA, not a target or an average. It applies to all priority levels, all hours of the day, and all days of the week including weekends and holidays. There are no tiered response times where routine tickets wait until the next business day. Fifteen minutes or less, always.

The vast majority of help desk tickets can be resolved on the first contact — including password resets and account lockouts, Microsoft 365 email, calendar, Teams, and OneDrive issues, application installation and configuration, VPN connectivity problems, printer and peripheral troubleshooting, Windows and Mac performance issues, browser and software errors, remote access setup, and basic network connectivity. For issues requiring deeper investigation or physical access — hardware failures, complex network issues, server problems — our help desk escalates internally to senior engineers or on-site dispatch, with full context transfer so the escalated technician doesn't start from scratch.

Most businesses are fully transitioned to the Gradius help desk within 1–2 weeks. The transition includes documenting your environment and applications, configuring remote management access, setting up the ticketing system, communicating the new help desk contact information to employees, and an initial knowledge transfer so our technicians understand your specific environment from day one. The goal is that employees notice better IT support within the first week.

No long-term lock-ins. We offer month-to-month and annual agreements — your choice. Businesses stay with the Gradius help desk because employees stop complaining about IT support, tickets get resolved rather than queued, and the 15-minute response time is consistently met. We earn the renewal every month through performance that employees actually notice.