Intelligent IT Helpdesk Support to Augment Your Team
Your internal IT team handles strategy and projects. Let our AI-powered helpdesk handle the day-to-day tickets, overflow, and after-hours support so your team stays focused on what matters.
Service Offerings
Practical solutions, tailored to your business goals.
Overflow & Surge Support
When ticket volume spikes, your internal team should not have to scramble. Our co-managed helpdesk absorbs the overflow seamlessly, ensuring response times stay consistent and your staff never falls behind on critical projects. Whether it is a seasonal surge, a major rollout, or just an unusually busy week, we scale up instantly so your team can stay focused on strategic initiatives instead of drowning in tickets.
- Instant capacity scaling
- No hiring delays
- Maintain SLA targets during peaks
After-Hours & Weekend Coverage
Your employees do not stop working at five, and neither should your IT support. Extend your helpdesk coverage to evenings, weekends, and holidays without burning out your internal team or paying overtime premiums. Our technicians follow your protocols and escalation paths, providing a seamless experience for end users who will never know the difference between your team and ours.
- Evening and weekend support
- Holiday coverage included
- Seamless handoff protocols
Specialist Escalation Paths
Not every IT team has a networking guru, a security specialist, and a cloud architect on staff. With our co-managed model, your team gains access to certified specialists across every discipline without adding headcount. When a ticket requires deep expertise in areas like firewall configuration, Azure migration, or endpoint security, we route it to the right specialist immediately.
- Microsoft certified engineers
- Network security specialists
- Cloud architecture experts
AI-Powered Triage
Every ticket that lands in the queue is automatically analyzed by our AI triage system. It classifies priority, identifies the likely resolution path, and routes the ticket to the most qualified technician, whether that is someone on your team or ours. The result is dramatically reduced mean time to resolution and fewer tickets bouncing between queues before reaching the right person.
- Automated priority classification
- Intelligent ticket routing
- Reduced mean time to resolution
How We Integrate With Your Team
A structured onboarding process ensures our technicians work as a natural extension of your internal IT department from day one.
Integration Planning
We map your existing tools, ticketing system, escalation paths, and workflows to design a co-management model that fits your operation. No disruption, no learning curve for your end users.
Team Onboarding
Our assigned technicians learn your environment, meet your internal team, review documentation, and align on communication protocols and escalation procedures.
Parallel Operation
We run side-by-side with your team for two weeks, handling tickets together to ensure smooth handoffs, consistent quality, and complete alignment on your standards.
Optimized Co-Management
Full co-managed operations begin with shared dashboards, regular sync meetings, and continuous optimization based on ticket data and team feedback.
Trusted by Alberta Businesses
Calgary-based IT professionals delivering measurable results for businesses across Alberta since 2016.
Co-Managed Helpdesk FAQ
Common questions about augmenting your internal IT team with our co-managed support.
Co-managed support is designed to augment your existing internal IT team, not replace it. Your team retains full control over strategy, projects, and decision-making while we handle the day-to-day ticket volume, after-hours coverage, and specialist escalations. Think of us as an extension of your department, not a replacement.
No. Our technicians operate under your brand, follow your communication guidelines, and use your ticketing system. End users experience a single, unified support team. We invest heavily in onboarding so our staff understands your environment, terminology, and culture.
We integrate with all major ITSM platforms including ConnectWise, Autotask, Freshdesk, Zendesk, ServiceNow, and Jira Service Management. If you use a different system, our team will adapt to your toolset rather than asking you to switch.
Immediately. Our bench of trained technicians is ready to absorb overflow at a moment's notice. There is no hiring process, no onboarding delay. When volume spikes, we scale up the same day to maintain your SLA targets.
Absolutely. Our co-managed agreements are flexible by design. You can increase coverage during busy periods, reduce it when your team grows, or shift focus areas as your business needs evolve. We review capacity and scope quarterly to ensure the model stays aligned with your goals.
End Technical Frustrations
Stop letting IT tickets pile up while your internal team juggles projects and daily support. Let us handle the volume so your people can focus on the work that moves your business forward.