Managed IT services
One agreement covers monitoring, support, management and security of your IT, for a fixed monthly fee.
Managed IT & Support
24/7 IT help desk and service desk
When something stops working, your users need someone who can fix it. Staff reach us directly, every request becomes a ticket ranked by business impact, and managed-service clients get 24/7 monitoring and support.
Who this service is for
A good fit if
- Staff ask colleagues or managers for IT help because there is nobody else.
- Requests arrive by text, in hallways and by email, and some are forgotten.
- Shift workers, remote staff or other time zones need out-of-hours support.
- Your IT person needs first-line cover, and you want data on recurring problems.
What is included
- Direct user access by phone, email and support portal
- Every request ticketed, with status updates and a resolution record
- P1 to P4 priorities; response targets in the service agreement
- Remote support for devices, printers, apps; on-site when needed
- Self-service password reset; escalation to specialists and vendors
- Reports on volumes, recurring problems and training gaps
What this service is
A help desk is the front door to IT support: a laptop will not start, email stops syncing, an application shows an error. A service desk goes further, tracking every request, managing changes and finding the causes of repeat problems. We provide both within managed IT and co-managed IT agreements, so staff know how to reach us, what happens next and when to expect an answer.
- ContactPhone, email or portal, with no manager or administrator in between.
- TicketWho asked, what was affected, what was done, when resolved.
- PrioritiseP1 to P4 by impact; forgotten passwords via self-service reset.
- FixMostly remote; on site for failed hardware or cabling.
- LearnTrends reported, root causes fixed.
Direct access removes bottlenecks, so we hear about problems sooner, and ticket records give accountability. Monitoring often catches failing disks, full storage or offline equipment before users notice.
What the help desk covers
Work devices
Desktops, laptops, tablets and phones.
Microsoft 365
Email, Teams, OneDrive and SharePoint.
Shared devices
Printers, scanners, other shared equipment.
Network and remote work
Wi-Fi, network access, VPN, remote working.
Business applications
Common applications, escalated to the vendor when the fault is theirs.
Accounts
Users, permissions, onboarding and offboarding.
Learning from every request
Direct contact shows patterns across the organisation (the same error on several laptops, repeated questions about a new application, a team struggling with file sharing), and we recommend a configuration change, a replacement device or short training. Fixing root causes means fewer tickets and less disruption, so a consistent, standards-based approach pays off the longer it runs.
Existing clients: technical requests only, via the client support page, so they reach the service team directly.
Delivery
How the work is delivered
Gather information
Users, devices, key applications, vendor contacts and how requests are handled today.
Output: Service desk profile.
Set up access
Remote support agents, the support portal and self-service password reset, configured and tested.
Output: Working support channels.
Introduce users
A short guide: how to reach us, what to include in a request, what to expect.
Output: User guide and launch notice.
Support and improve
Tickets handled and tracked; trends reviewed for root causes and training needs.
Output: Service reports and recommendations.
Scope at a glance
Not included unless agreed
- Replacement hardware, parts and licences, billed separately
- Line-of-business software changes; formal training courses, quoted separately
- Systems outside the agreed scope, unless added in writing
What we need from you
- Current user and device list, kept up to date
- Remote access agents; vendor contacts and support contract details
- A named approver for access changes, purchases and priorities
Before handover
- Every request logged, so nothing depends on memory
- Priorities applied consistently; access logged; approvals for sensitive changes
- Recurring problems flagged for permanent fixes; reports on volumes, targets, open issues
What affects the cost
- Users, devices, number and complexity of applications
- Business-hours or 24/7 cover
- On-site visits and where your locations are
- Fully managed or co-managed agreement
No package prices: estimates in naira from an agreed scope, taxes shown separately.
Questions buyers usually ask
Is the help desk available 24/7?
Yes, for managed-service clients: 24/7 monitoring and support is part of the agreement, regardless of time or holiday. What is covered out of hours, and the response target for each priority, are written into your service agreement.
How are requests prioritised?
Four levels by business impact. P1: a significant server or cloud outage many people depend on. P2 and P3: ranked by people affected and workarounds. P4: routine, such as a password reset. P1 comes first; definitions and targets are in the agreement.
Can you support staff who work shifts or away from the office?
Yes. Most issues are fixed remotely, so location matters less than access, and out-of-hours cover is in the agreement. Tell us at setup how your shifts and sites work, and we plan channels and escalation contacts around them.
What happens with problems caused by our software vendors?
We gather the evidence, open a ticket with the vendor, escalate when needed and keep your user informed. Vendor technical assistance is part of our managed services core offering.
Related
Microsoft 365 and modern workplace
Microsoft 365 set up, secured and managed, so people work safely in familiar tools anywhere.
Client support
Existing Promatics clients can log in to the client support portal to open and track tickets. Managed-service clients have 24/7 monitoring and support.
Need dependable support for your users?
Tell us how many people you support, how requests are handled today and when you need cover. We will reply to arrange a conversation.