Infrastructure Management
Keep the systems behind the support desk running.
Read more🤖
AI & Automation
💻
Software Development
🔧
Free up your senior IT staff for strategic work with multi-tiered support — <2 minute response times and 95% first-call resolution. For a telecoms client, our RPA and AI cut average resolution time by 40%.
Round-the-clock technical assistance with immediate response times and expert resolution of IT issues across all systems.
Secure remote access capabilities to diagnose and resolve technical issues quickly without on-site visits.
Training programs and ongoing support to equip your employees with the technology skills they need.
Proactive system maintenance and updates to prevent issues and ensure optimal performance of all IT systems.
Advanced ticketing system with automated routing, prioritization, and escalation for efficient issue resolution.
Support services available in multiple languages to serve diverse user bases and global operations.
Initial contact for all technical issues with basic troubleshooting and common problem resolution.
Advanced technical support for complex issues requiring specialized knowledge and deeper investigation.
Experienced engineers for the problems the first-line team cannot close — outages, deep faults, and anything urgent.
Access support through your preferred communication method, any time of day.
Direct voice communication
Detailed written assistance
Real-time text support
Direct system assistance
24/7 knowledge base access
Support on-the-go
Get a support assessment and see how our help desk can resolve issues faster and free up your internal team for strategic work.
FAQ
First and second-line support for your users or your customers: triage, troubleshooting, escalation to engineering where needed, and closing the loop with the person who reported the problem.
Either. Internal IT support and customer-facing product support are both common; what changes is the tone, the tooling, and how escalation to your team is structured.
Email, ticketing systems, live chat, and phone, working inside your existing help desk tooling rather than requiring a migration to ours.
Tickets are categorised so patterns are visible, and recurring causes get reported back with a recommendation rather than absorbed quietly. A support desk that only closes tickets is hiding a product problem.
With a discovery call to understand the process you want changed and the constraints around it. From there we scope the work in writing — deliverables, timeline, and cost — before any build begins, so you are approving a defined piece of work rather than an open-ended retainer.
Related
Keep the systems behind the support desk running.
Read moreOutsource a broader part of the technology function.
Read moreAutomate the repetitive contacts before they reach a person.
Read more
@mcdorcis.com 2026
info@mcdorcis.com
+254704093039