Wellforce
Pillar 1 of 5

Help desk that actually helps.

Tier 1 through Tier 3 support, staffed by named technicians who know your environment, your people, and what "normal" looks like for your team. Every ticket reviewed, every resolution documented.

Run your free scorecard Book 30-min consult
Where this fits
Help Desk 10-min response. 70%+ first-contact resolution. Systems Admin Endpoints, servers, M365, identity — kept current and clean. vITM A named, on-site IT lead who knows your team, vendors, and projects. vCIO IT strategy, budgeting, and a 12-month roadmap reviewed quarterly. Managed Network Wired, Wi-Fi, SD-WAN, and the unsexy ISP tickets nobody else owns.
ATM Cybersecurity — Always-Trust Modernized: 24×7 monitoring, EDR, identity, IR. 24×7 monitoring, EDR, identity, compliance reporting
Foundation →
The problem

What this fixes

  • Generic ticket queues where nobody owns the issue.

  • Answers from people who've never seen your environment.

  • Tickets that stay open for days without an update.

What's included

Inside Help Desk

Pulled from the Complete IT Partnership SOW. Every line item is operated, not just listed.

  • Unlimited Tier 1–3 ticketing

    Phone, email, portal, Slack/Teams, walk-up. We answer the same way every time.

  • 10-minute first-response SLA

    Business-hours guarantee. After-hours triage with paging for sev-1.

  • Named technicians

    Your environment is documented and assigned to a specific Tier 2 lead so context isn't lost on every ticket.

  • On-site dispatch

    When remote isn't enough, a tech shows up in DC, NoVA, MD, and the Triangle.

  • Self-service portal

    Real-time ticket status, asset inventory, and a curated knowledge base for your team.

  • Monthly trend report

    Top 5 ticket categories, MTTR by category, and what we're doing to drive each one to zero.

The stack

Tools and platforms

What we run for you. Standardized so the team isn't guessing per-environment.

  • ConnectWise Manage (ticketing)
  • NinjaOne (RMM)
  • ScreenConnect (remote support)
  • IT Glue (documentation)
  • Slack / Teams integration
The numbers

What we track

Real metrics, reported monthly. Not theater.

  • First-response SLA ≤ 10 min business hours
  • First-contact resolution > 70%
  • CSAT > 95%
  • After-hours sev-1 ack ≤ 30 min
Questions

About Help Desk

How do my users actually reach the help desk?

Phone, email, ticket portal, Slack/Teams, and a one-click "Get Help" desktop button. Whichever your team prefers, we route it the same way.

Do tickets get answered after hours?

Yes — sev-1 issues page our on-call rotation. Sev-2/3 are queued and acknowledged the next business morning unless you're on a 24×7 SLA add-on.

What if the same problem keeps happening?

Recurring tickets feed our monthly trend report. We propose a permanent fix (config change, training, automation) and the vITM owns the remediation timeline.

Is there a ticket cap?

No. The partnership fee covers unlimited Tier 1–3 work. Project work (deployments, migrations, hardware) is scoped separately.

Next step

See what your current setup is missing.

Run your Business Technology Scorecard — 60 seconds, one domain, real findings. PDF arrives in your inbox. No call required.

Run free scorecard Book 30-min consult