IT services
Helpdesk services
Helpdesk services are an essential tool for your company: they remove the IT problems that can hurt productivity. One number for every problem.
- 15 minphone response
- 1 hremote fix
- 2 – 4 hon site, anywhere in Romania
A helpdesk for all your office work
As your company grows, technical problems multiply and get more complex. More often than not, employees don’t know how to handle them efficiently and lose a lot of time looking for solutions to problems that have nothing to do with their job. Helpdesk services are an essential tool for your company: they remove all these problems, which can hurt productivity.
We provide helpdesk services for all your office work: installing software, configuring equipment, setting up email. For a custom helpdesk offer, get in touch with a RezolvIT consultant.
The advantages of our helpdesk
- strict monitoring of the service level agreement (SLA)
- online assistance and intervention services: restoring service in an emergency, technical assistance and guidance, operational support, technical documentation
- a single point of contact
- real-time interaction
- a knowledge base
- flexibility and adaptation to clients’ needs
- helpdesk in Romanian, English, German, French and Spanish
How our helpdesk services are structured
The phone helpdesk identifies the reported issue and is the first attempt to solve the problem remotely: we guide the user and give them the information they need to fix it. We answer the phone within 15 minutes. Working with us, you get advice and guidance from a whole team, specially trained for phone helpdesk and highly experienced.
The remote helpdesk means connecting remotely to users’ computers or to servers to solve the reported problems, within one hour. Just as if the technician were sitting next to them, users watch the problem being solved in real time on their own screen and can learn what to do if it happens again. The connection is fully secure, through the MspCoreX remote assistance app. The MspCoreX license is included in Business Unlimited and in Business Star; with Business Hours, you can add it as an option.
The on-site helpdesk means our specialists come to your office to solve the problem. We intervene according to the SLA, within 2 – 4 hours, depending on your plan and the type of problem, in Bucharest and across the rest of Romania.
How does it work?
When users have a problem, they report it to a helpdesk operator: by phone, by email or in the ticket portal. Through our incident tracking system, the operator assigns the request a number. From that moment on, our helpdesk department takes over the problem and solves it as quickly as possible. Meanwhile, users can get back to work, if the incident hasn’t blocked them, or move on to something else. They can check the status of their request in our system at any time.
RezolvIT has built its helpdesk as a professional, high-performance system. Every request is logged in a ticketing system, which provides:
- complete documentation of the entire technical support process
- detailed tracking of the issues users report
- reports on service performance, including the monthly report for the client
Our operators have the experience to quickly identify the cause of problems affecting hardware and software. Our support center handles hundreds of calls every day and adapts fully to your requirements. The team is organized in tiers, from L1 to L3: find out why IT support teams are split into tiers.
What an IT helpdesk is and how it works
An IT helpdesk is the single point of contact where employees report any IT problem, and where every problem is logged as a ticket, prioritized and solved: by phone, remotely or on site. For your company, the helpdesk means a single phone number, instead of a colleague being asked “any idea why this isn’t working?”.
How a ticket gets solved
- Intake: the employee calls, writes an email or opens a ticket in the portal; within 15 minutes at most, an L1 technician responds.
- Prioritization: the ticket gets a priority, from critical to low, based on how many people and which processes it affects; response times are guaranteed by contract.
- Remote resolution: within one hour at most, we connect through MspCoreX to the computer or server; many problems are solved at this stage.
- Escalation: if needed, the ticket moves to L2 or L3 (servers, network, security), or a technician comes to your office, within 2 – 4 hours, depending on your plan.
Every ticket stays in the history, and the month ends with a report on what we solved.
Helpdesk, service desk or IT support?
The helpdesk solves the problems employees report. The service desk, the ITIL term, also covers new requests and planned changes, and IT support is all of the assistance work, from the phone call to the on-site intervention. At RezolvIT, the same ticketing system receives all of them; the only difference is how they’re paid for: with Business Unlimited, incidents are fixed with no hour limit, and requests come out of the included hours. When we take over all of your company’s IT, the helpdesk is part of IT outsourcing.
Helpdesk response times, by priority
With Business Unlimited, every ticket gets a priority, and response times are guaranteed by contract (SLA).
| Priority | What it means | Phone or remote | On site or in the data center |
|---|---|---|---|
| Critical | major incidents affecting the work of the whole company, a process or a critical business service | 15 min | 2 hours |
| High | incidents affecting the work of a department, a company process or a group of employees | 1 hour | 4 hours |
| Medium | incidents partially affecting work, with no workaround | 2 hours | next business day |
| Low | incidents partially affecting work, with a workaround | 4 hours | 2 days |
With Business Hours, we come on site within 4 hours at most, from the hours you buy; with Business Unlimited and Business Star, within 2 hours at most. Standard hours are Monday to Friday, 9 a.m. to 6 p.m.; 24/7 support is an option, included in Business Star, and interventions outside business hours are quoted on request.
When your company needs a helpdesk
- Employees lose time on IT: questions go to the colleague “who knows about computers”, and small problems block hours of work.
- Your IT person is on their own: during leave and at peak times, there’s no one to answer; we work alongside them and cover while they’re away.
- The subsidiary has no local IT: the group’s IT is in another country and another time zone; we are the local team, in Romanian, English, German, French and Spanish.
- The company is small: an IT employee isn’t justified, but someone has to answer when email stops working; Business Hours starts from €50 per month.
The helpdesk is included in all IT plans. Plans start from €50 per month with Business Hours (€25 per hour, 2 hours minimum). Business Unlimited costs €25 per computer + €50 per server, from €150 per month. Prices are indicative and exclude VAT; we set the exact price after the free audit.
RezolvIT in numbers
The RezolvIT helpdesk in numbers
RezolvIT (Rezolv IT) is a managed IT services provider (MSP) in Bucharest, active since 2005 and certified to ISO 9001:2015 and ISO/IEC 27001. More than 30 technicians manage 15,000+ devices for 200+ companies in Bucharest and across Romania. It provides companies with helpdesk, IT maintenance, IT outsourcing, cybersecurity, backup and AI automation, on a monthly subscription, with 99.9% uptime guaranteed by contract. Support is available in Romanian, English, German, French and Spanish.
Since 2005
21 years of experience in business IT
200+
client companies
30+
dedicated IT technicians
15,000+
IT devices managed
99.9%
uptime guaranteed by contract (SLA)
ISO 9001 · ISO/IEC 27001
certified quality and information security
Frequently asked questions about our helpdesk
Can’t find the answer? Write to us and we’ll call you.
How fast do you respond?
By phone, within 15 minutes. Remotely, within one hour. On site, within 2 – 4 hours, depending on your plan.
How do I report a problem to the helpdesk?
By phone, by email or in the ticket portal. Every request gets a number, and you can check its status at any time.
Which languages is your helpdesk available in?
Romanian, English, German, French and Spanish.
How much does the helpdesk cost?
Plans start from €50 per month with Business Hours (€25 per hour, 2 hours minimum). Business Unlimited costs €25 per computer + €50 per server, from €150 per month. Prices are indicative and exclude VAT; we set the exact price after the free audit.
What is an IT helpdesk?
The single point of contact where employees report any IT problem. Every problem becomes a ticket, gets a priority and is solved by phone, remotely or on site, with response times guaranteed by contract.
How many tickets can we open per month?
As many as you need. With Business Unlimited, incidents are fixed with no hour limit; new requests come out of the included hours. With Business Hours, tickets are solved from the hours you buy.
Is the helpdesk available 24/7?
Standard hours are Monday to Friday, 9 a.m. to 6 p.m. 24/7 support is an option, included in Business Star; interventions outside business hours are quoted on request.
Tell us what’s slowing you down. We’ll call you.
It takes 30 seconds, and a specialist will call you back within 2 business hours.
- free IT & AI audit, no obligation
- a report with risks and concrete recommendations
- a clear offer, with a fixed monthly plan
Prefer the phone? 031 432 8681