Help Desk Essentials
Basic remote user support for smaller organizations with a defined set of systems and support hours.
Request pricingMANAGED IT HELP DESK & TECHNICAL SUPPORT
Reliable day-to-day IT support for the people who keep your business moving.
DevSource helps organizations support users, applications, access, devices, and everyday workplace technology—without requiring every company to build or expand a full internal help desk.
WHAT WE CAN SUPPORT
Reliable help for common workplace technology needs.
Final coverage depends on the client environment, systems, hours, tools, access, and agreed service boundaries.
Level 1 help desk and Level 2 technical support
Remote troubleshooting and ticket management
Microsoft 365, email, Windows, and application support
Password, access, VPN, connectivity, printer, and peripheral assistance
Software installation and device-setup assistance
Employee onboarding and offboarding coordination
Ticket escalation, incident tracking, and knowledge-base documentation
Support procedures, contract-based SLA tracking, and monthly reporting
HOW SUPPORT WORKS
A defined path from intake to documentation.
- 1. SubmitUsers contact the agreed channel with the issue and relevant details.
- 2. TriageThe request is categorized, prioritized within the contract, and routed appropriately.
- 3. ResolveL1 issues are handled remotely; more complex approved issues move to L2 support.
- 4. EscalateVendor, client-admin, security, specialist, or excluded issues go to the agreed owner.
- 5. DocumentTicket notes, resolution details, procedures, and reporting strengthen future service.
WORKPLACE SUPPORT
Onboarding, access, Microsoft 365, and everyday technology.
Support can include user-account coordination, password and access assistance, email and Microsoft 365 troubleshooting, Windows and application issues, software support, connectivity, device setup, and documented onboarding or offboarding tasks.
HEALTHCARE IT SUPPORT
Support with clear healthcare boundaries.
For healthcare organizations, DevSource can support approved administrative and operational users, business applications, access issues, ticket triage, documentation, and escalation. Regulated-data handling, clinical systems, compliance obligations, and platform administration are included only when explicitly verified and contracted.
ENGAGEMENT OPTIONS
A service model matched to the organization.
Coverage and pricing follow a technical and operational discovery rather than a one-size-fits-all package.
Managed Help Desk
Ongoing outsourced technical support with ticket management, escalation paths, documentation, and reporting.
Request pricingHelp Desk Plus
Broader support that may include onboarding/offboarding, automation, knowledge management, and more complex technical assistance.
Request pricingNot automatically included: 24/7 coverage, guaranteed response times, cybersecurity monitoring, managed detection and response, HIPAA-regulated services, clinical-system administration, onsite support, or named platform expertise. Any such need requires explicit review and written scope.
AI & AUTOMATION OPPORTUNITY
Explore workflow automation Improve the support workflow as it matures.
Where the environment supports it, DevSource can assess ticket classification, routing, common-response automation, self-service knowledge, and reporting. Automation supplements defined support procedures and human review; it does not replace ownership or controls.
Important questions before support begins.
Is support available 24/7?
DevSource does not advertise 24/7 service. Coverage days, business hours, after-hours needs, and escalation arrangements are defined for each engagement.
Does this include cybersecurity monitoring?
Not by default. Security responsibilities, endpoint tools, monitoring, incident response, and any specialist partners must be explicitly scoped.
Can DevSource support healthcare organizations?
DevSource can support approved administrative users, business applications, access issues, ticket triage, documentation, and escalation. Clinical-system administration, PHI handling, HIPAA-regulated responsibilities, and platform-specific support require separate verification and agreement.
How is pricing determined?
Pricing depends on users, devices, locations, support hours, ticket volume, systems, tools, onsite needs, escalation scope, response targets, and reporting requirements. DevSource provides pricing after discovery.
How do users request support?
The intake channel—such as an agreed portal, email, phone, or integrated workflow—is established during onboarding. Requests are categorized, tracked, handled within scope, and escalated when needed.
REQUEST HELP DESK SERVICES
Tell us about your users and support needs.
Start with company size, approximate users or devices, current support arrangement, primary issues, workforce setup, business hours, and desired start date. We will collect detailed technical information during discovery.