01
Idea Generate
Start by brainstorming ideas that align with user needs & business goals.
This step lays the foundation for a meaningful and purpose-driven product.
Give employees instant, reliable support—without burning out your IT team. At NextAge, our Managed Help Desk Services combine ITIL-aligned processes, automation, and human expertise to resolve issues fast and keep your business moving.
We run a modern, measurable service desk: omnichannel intake (email/portal/chat/Slack/Teams), knowledge-first workflows, smart routing, and clear SLAs—backed by proactive improvements and executive-ready reporting.
Why Managed Help Desk?
Reduce downtime, increase employee satisfaction, and scale support without scaling headcount.
01
Faster Resolutions
Intelligent triage, playbooks, and automation cut queue times and MTTR.
02
Predictable SLAs
Clear priorities, response targets, and escalation paths—no guesswork for stakeholders.
03
Happier Employees
Self-service, chat support, and proactive comms drive CSAT and first-contact resolution.
04
Scale on Demand
Follow-the-sun coverage and burst capacity for launches, peak seasons, or M&A activity.
NextAge Help Desk Expertise
ITIL v4 practices powered by modern tooling and automation—tuned to your environment.
ITSM Platforms: ServiceNow, Jira Service Management, Zendesk, Freshservice
Omnichannel Support: email, portal, chatbots, Slack/Teams, phone & IVR
Identity & Access: Okta/Entra ID/AD, SSO/MFA, least-privilege workflows
Device & App Support: Intune/Jamf, MDM, software distribution, patch guidance
Our Managed Help Desk Services
L1/L2 Support & Request Fulfillment
Incident triage, break/fix, software/access requests, and vendor coordination with documented runbooks.
Onboarding, Offboarding & Access
Day-one readiness, device/account provisioning, license management, and compliant deprovisioning.
Automation, Chat & Integrations
Self-service portals, AI agent-assist, workflow automations, and integrations with HRIS/CMDB/monitoring.
Knowledge & Continual Improvement
KCS-driven articles, problem management, trend analysis, and quarterly service reviews with action plans.
Why Partner with NextAge?
01
Outcome-Linked SLAs
We commit to KPIs that matter—FCR, CSAT, backlog aging, and MTTR—not vanity metrics.
02
Transparent Operations
Shared dashboards, real-time queue visibility, and weekly summaries—no black boxes.
03
Senior, Certified Analysts
ITIL-certified staff with enterprise experience across SaaS, endpoints, and identity.
04
Security Built-In
Verified requester workflows, audit trails, least-privilege access, and PII-aware handling.
05
Automation-First Mindset
We turn repeat tickets into workflows and knowledge so volume goes down while quality goes up.
06
Follow-the-Sun Coverage
24×7/8×5 options with seamless handoffs across regions and time zones.
07
Easy Engagement Models
Co-managed or fully managed desk; per-user, per-ticket, or fixed-capacity pricing.
08
Executive-Ready Reporting
Quarterly business reviews with trends, root causes, and prioritized improvement roadmap.