Product & Engineering department
A remote IT service desk for your team
When IT support is whoever in the office knows most about laptops, password resets take a day and new starters wait for their accounts. Nexoryl runs your internal IT service desk as a managed department: tickets, access, accounts and software support handled remotely through your ticketing and admin tools, with a documented handoff for anything that needs hands on hardware.
The first button opens an email to info@nexoryl.com.
You bring
- Your staff, apps and admin consoles
- Your ticketing tool, or approval to set one up
- IT policies and approvers
Nexoryl runs
- Ticket triage
- Access and accounts
- Software support
- Joiners and leavers
- Escalation
You get
- Requests answered within agreed times
- New starters ready on day one
- Fewer repeat tickets each month
- Operating model
- A managed service desk with ticket categories, response targets, runbooks and monthly service reports.
- Delivery model
- Remote only. Support through your ticketing, identity, device-management and remote-support tools.
- Usual starting scope
- Tier 1 and Tier 2 requests during your business hours, plus joiner and leaver processes.
- Typical roles
- A service desk lead, service desk analysts and a systems administrator.
- Runs inside
- Jira Service Management or Freshservice, Microsoft 365 or Google Workspace, Intune or Jamf.
- Engagement
- An assessment and setup, then a monthly retainer with agreed response targets.
Overview
What is an IT service desk?
An IT service desk is the single point of contact for employees' IT requests and problems: access, passwords, accounts, software, devices and incidents, logged as tickets and handled against agreed response times.
A remote service desk does all of that over the network, through identity, device-management and remote-support tools. Most requests never need anyone physically present; the few that do need a clear handoff to someone who is.
Nexoryl model
What does Nexoryl's IT Service Desk department do?
It handles your staff's IT requests remotely: triaging tickets, resetting access, administering accounts and SaaS tools, troubleshooting software, running joiner and leaver checklists and keeping the IT knowledge base current.
Infrastructure and cloud work sits with DevOps & Cloud, and security policy with Security & GRC. Physical hardware issues are handed to your local provider through a documented process.
- Responsible for
- Tickets, password and access requests, account and licence administration, software support, remote troubleshooting, joiners and leavers, and IT knowledge articles.
- Not included
- On-site visits, hardware repair, device shipping or storage, and office network cabling.
- Connects to
- Security & GRC, DevOps & Cloud, HR & People Operations and Knowledge Management.
Support tiers
Who handles what.
Every request type is assigned to a tier during setup, so nobody has to guess where a ticket goes.
| Tier | Handles | Examples | Who |
|---|---|---|---|
| Tier 1 | Common requests and quick fixes | Password resets, MFA re-enrolment, mailbox and shared drive access | Nexoryl service desk |
| Tier 2 | Deeper remote troubleshooting and administration | App configuration, permission groups, device policy issues | Nexoryl service desk |
| Tier 3 | Infrastructure, vendor or engineering issues | Network outages, vendor bugs, cloud configuration | Your IT team, the vendor or DevOps & Cloud |
| On-site | Anything that needs physical hands | Broken screens, hardware swaps, office network faults | Your local provider, through a documented handoff |
Where internal IT breaks down
Four signs your team needs a proper service desk.
These usually start small and grow with headcount until someone spends half their week on IT.
Requests arrive by chat and corridor
- Shows up as
- IT asks come through Slack, Teams and passing conversations, and some get lost.
- We look at
- Where requests arrive today and how they're tracked.
- What changes
- One intake through a ticketing tool, with categories and priorities.
Slow joiners, risky leavers
- Shows up as
- New starters wait days for accounts; people who left still have access.
- We look at
- Joiner and leaver steps, and who triggers them.
- What changes
- Checklists triggered from HR, with access removed on the leaving date.
The same questions every week
- Shows up as
- Password, VPN and printer questions make up most of the tickets.
- We look at
- Ticket categories and repeat issues.
- What changes
- Self-service articles and automation for the most common requests.
No visibility
- Shows up as
- Nobody knows how many tickets there are or how long they take.
- We look at
- Current reporting, if any.
- What changes
- Response targets and a monthly service report.
What the department covers
Remote IT service desk services.
Everything that can be done remotely, done consistently, with the rest handed off cleanly.
Ticket management
Every request logged, prioritised and answered.
- Ticket intake and triage
- Priority and response-target management
- Status updates to requesters
- Ticket reporting
Access and identity
The right people with the right access.
- Password and MFA resets
- Access requests and approvals
- Group and permission administration
- Access review support
Accounts and SaaS
Productivity and business apps administered.
- Microsoft 365 and Google Workspace administration
- SaaS user management
- Licence tracking
- Shared mailbox and calendar setup
Remote troubleshooting
Software problems fixed without a desk visit.
- Remote desktop support
- Software installation and configuration
- Device policy issues through MDM
- Connectivity and VPN guidance
Joiners, movers and leavers
Access that follows people through the organisation.
- Onboarding checklists
- Account provisioning
- Role-change access updates
- Offboarding and access removal
Knowledge and self-service
Fewer tickets for questions with known answers.
- IT knowledge base
- How-to guides
- Request forms and automation
- Repeat-issue analysis
How remote delivery works
How a service desk engagement runs.
Escalation paths, including the one for physical issues, are agreed before the first ticket is handled.
Step 1: Assess
Current tickets, tools, apps, policies and pain points reviewed.
Step 2: Set up
Ticket categories, response targets, approvals and the escalation matrix configured.
Step 3: Document
Runbooks written for common requests and every escalation route.
Step 4: Operate
Tickets handled within the agreed coverage hours and response targets.
Step 5: Report and improve
A monthly service report, with repeat issues turned into self-service.
Coverage hours and response targets are agreed in writing. Physical issues go to your on-site provider or local IT partner through a documented handoff.
Scope and boundaries
What's included, and what stays with you.
The boundary is physical: if it needs hands on equipment, it's handed off, not attempted.
Included
- Ticket handling within agreed hours
- Password, MFA and access requests
- Account, licence and SaaS administration
- Remote software troubleshooting
- Joiner, mover and leaver workflows
- IT knowledge base and monthly reporting
Not included
- On-site visits, hardware repair or replacement
- Buying, shipping or storing devices
- Office network cabling or installation
- Round-the-clock cover unless specifically scoped
What you provide
- Least-privilege admin access to identity, email and MDM consoles
- Your ticketing tool, or approval to set one up
- IT policies and named approvers
- A local contact or provider for hardware issues
Tools and platforms
Where the work happens.
Remote support works through the identity, device-management and remote-access tools you already license.
- Ticketing
- Jira Service ManagementFreshserviceZendeskServiceNow
- Identity and productivity
- Microsoft Entra IDMicrosoft 365Google WorkspaceOkta
- Device management
- Microsoft IntuneJamfKandji
- Remote support
- TeamViewerAnyDeskMicrosoft Quick Assist
Named as examples of tools we work in. They don't imply a partnership or certification.
Measurement
How a service desk is measured.
Response targets are agreed during setup and reported monthly.
Responsiveness
- First response time
- Resolution time by priority
- Response targets met
Quality
- First-contact resolution
- Reopen rate
- Requester satisfaction
Lifecycle
- New starters ready on day one
- Leaver access removed on time
- Access reviews completed
Improvement
- Repeat tickets moved to self-service
- Knowledge article use
- Escalation rate
These are measurement categories, not promised figures.
Who does the work
The people answering your tickets.
Sized to headcount, ticket volume and coverage hours.
Service Desk Lead
Owns response targets, escalation routes and the monthly service report.
Service Desk Analysts
Handle Tier 1 and Tier 2 tickets and keep requesters updated.
Systems Administrator
Looks after identity, device-management and SaaS administration.
A good fit when
- IT requests are handled by whoever has time
- New starters wait for accounts and leavers keep access
- Staff work remotely or across several locations
- You have no visibility of ticket volume or response times
Probably not the right fit when
- Most of your IT problems need someone on site
- You need hardware bought, shipped or repaired
- You need 24/7 cover without a scoped arrangement
Ways to start
Three ways to begin.
The assessment shows which tickets can move straight away and which need runbooks first.
Service desk assessment
Tickets, tools, policies and escalation routes reviewed, with a setup plan.
Setup and migration
Ticketing, categories, response targets and runbooks configured as a scoped project.
Managed service desk
Ongoing ticket handling on a monthly retainer with agreed response targets.
Fees depend on headcount, ticket volume and coverage hours, and are agreed after the assessment.
Questions
Questions about the IT service desk.
If your question isn't here, email us. Most answers depend on your tools and headcount.
What does a remote IT service desk handle?
Tickets, password and access requests, account and licence administration, software support, remote troubleshooting, and joiner and leaver workflows, all through your identity, device-management and remote-support tools.
Can you fix hardware problems?
No. Hardware repair, replacement and site visits need someone physically present. We diagnose remotely, then hand the issue to your local provider through a documented process.
Do you need a specific ticketing tool?
No. We work in Jira Service Management, Freshservice, Zendesk or ServiceNow if you have one, or recommend and set one up if you don't.
What access do you need?
Least-privilege admin access to your identity, email and device-management consoles, granted per role and removable at any time.
Do you offer 24/7 IT support?
Only when specifically scoped. Coverage hours and response targets are agreed in writing during setup.
How do you handle joiners and leavers?
Through checklists triggered by HR, so accounts are ready on a new starter's first day and access is removed on a leaver's last day.
Can you reduce the number of tickets?
Yes. Repeat requests are analysed monthly and turned into knowledge articles, request forms or automation where that makes sense.
What do you need from us to start?
Admin access to the relevant consoles, your IT policies and approvers, your ticketing tool or approval to set one up, and a local contact for hardware issues.
Next step
Get IT requests out of your team's chat threads.
Tell us how many people you support and which tools you use. We'll assess your current setup and show you what a remote service desk would cover.