Stop being your own helpdesk
A staffed Level 1 desk for your end users — password resets, laptops, Microsoft 365, the printer — logged, tracked, and answered against agreed service levels, under the Inventive HQ name.
What the desk handles
Level 1 end-user support — the high-volume, high-interruption requests that consume the most time and need the least seniority.
Desktop and application support
The everyday queue: an application that will not open, a laptop that will not connect, a document nobody can find, a printer that has decided today is the day.
Accounts, passwords and access
Password resets, MFA re-enrolment, lockouts, and access requests — the highest-volume category in almost every helpdesk, and the one that interrupts your team most.
Email and collaboration tools
Microsoft 365, Teams, shared mailboxes, calendars, and file sharing — the tools people use all day and notice within seconds of them breaking.
Ticket handling with SLAs
Every request is logged, tracked, and answered against agreed service levels, so support is a measurable service rather than whoever happens to pick up.
Every business has a helpdesk. Most just haven't named it.
Usually it is one person who is good with computers, absorbing the queue between their real responsibilities.
Your most technical person is also your helpdesk
The developer or office manager who fields every question is doing it instead of their actual job. A dedicated Level 1 queue takes that back without hiring for it.
Support stops when one person is on holiday
A staffed desk does not take annual leave, resign, or go quiet during a busy week. Coverage is a service commitment rather than a person.
Nobody knows how bad it actually is
Tickets are logged and measured, so you find out what is breaking most and how long people wait — the two numbers an informal support arrangement can never give you.
Hiring a full-time helpdesk person for a part-time queue
A single support hire is a salary, a recruitment cycle, and a single point of failure. Outsourcing the Level 1 queue scales with your headcount instead of stepping up in whole people.
Repeat problems nobody ever fixes
Recurring tickets surface the underlying cause — a misconfigured policy, a device that needs replacing, a process nobody documented — instead of being absorbed and forgotten.
Staff who have given up asking
When getting help is awkward, people stop asking and work around the problem, often insecurely. A real desk with a real response time changes that behaviour.
How it is priced
Two separate lines, deliberately. We do not publish a per-user rate because the honest one depends on how much support your users actually need, and a headline number would be wrong for most businesses reading this page.
One-time
Onboarding
Setting the desk up for your environment — access, routing, escalation paths, documentation. Quoted as its own line rather than hidden inside the monthly rate.
Recurring
Monthly support
Tiered on how many tickets your users raise each month relative to your end-user count, so a light-touch team is not subsidising a heavy one.
How it starts
Scoping, onboarding, a pilot, then steady state — with a review loop that exists to reduce ticket volume rather than grow it.
Scoping conversation
How many end users, what they run, and what your current support arrangement looks like. This is also where we tell you honestly if you are too small to benefit yet.
Onboarding
A one-time onboarding project sets up the desk for your environment: tenant and device access, escalation paths, contact routes, and the documentation the desk works from. Quoted as its own line so it is never buried inside a monthly rate.
Pilot period
The desk goes live with your team, and the early ticket flow shows what your real support profile is — which is often not what anyone expected before the tickets existed.
Steady state
Level 1 tickets are handled against agreed service levels, with anything beyond Level 1 escalated on an agreed path rather than dropped back on you unannounced.
Review
Ticket volumes and categories get reviewed so the recurring causes can be fixed at the source, which is the only thing that reduces support demand over time.
The infrastructure behind the tickets
A helpdesk answers what breaks. Monitoring, patching, backup, and security operations reduce how often it breaks in the first place.
Managed IT servicesHalf your tickets are identity
Lockouts and MFA re-enrolments dominate most Level 1 queues. Getting Entra ID and conditional access configured properly removes a meaningful share of them.
Microsoft 365 security implementationFrequently asked questions
What does an outsourced helpdesk actually cover?
Level 1 end-user desktop support: password resets and lockouts, application and device problems, email and collaboration tools, connectivity, printing, and access requests. Anything beyond Level 1 follows an agreed escalation path rather than being handed back to you without warning.
How is it priced?
Recurring support is priced in tiers based on how many tickets your users raise each month relative to your end-user count — a heavy-ticket environment costs more per user than a light one, which is the fairest way to price a queue. Onboarding is a separate one-time project fee. We quote both against your actual user count and support profile rather than publishing a rate that would be wrong for most businesses.
Why is onboarding a separate charge?
Because it is separate work. Setting up access, escalation paths, routing, and documentation for your environment happens once; the monthly service is what happens afterwards. Folding a one-time cost into a recurring rate would either inflate the monthly price permanently or hide the setup cost, and neither is honest.
How small is too small?
Below roughly a dozen end users, the ticket volume is usually low enough that a dedicated desk is more structure than you need, and ad-hoc support is the cheaper answer. We would rather say that in the first conversation than sell you something you will cancel.
Who do our staff contact?
Inventive HQ. Your team gets one route for support and one provider accountable for it. We do not hand your staff off to a third party to explain their problem twice.
Does this replace managed IT services?
No — they solve different problems. This is the end-user support queue. Managed services covers the infrastructure behind it: monitoring, patching, backup, and security operations. Many businesses need both, and they are quoted separately so you can start with whichever hurts more.
What if our real problem is that things keep breaking?
Then a helpdesk treats the symptom. Ticket review is designed to surface exactly that, and the fix is usually a configuration or lifecycle problem rather than more support capacity. We will point at the cause rather than quietly billing for the volume.
Hand over the queue
Tell us your end-user count and roughly how much support they need today. We will quote the onboarding and the monthly service separately, so you can see exactly what each costs.