IT Help Desk Support

We provide flexible and customizable IT Help Desk Support services tailored to the needs of each business function. Our services are available in both on-site staffing and on-demand / MA contract models, managed by an experienced professional team ready to resolve issues quickly and accurately. This allows you to focus fully on running your business without worrying about back-office IT systems.

Why do businesses choose our services?

• Tailored to Your Industry: We understand the different needs of each business, whether it is a front-store POS system, clinic data storage system, or internal factory network. We design IT support that fits your specific industry and workflow.
• Scalable Solutions: Services that can scale up or down according to your organization’s growth, helping you manage your IT budget efficiently.
• Proactive Maintenance: We do not just wait to fix problems. We help monitor, maintain, and update your systems to ensure they are always ready for use and protected against cyber threats.
• Fast Response & High Resolution: We provide fast consultation and initial troubleshooting through remote support, with on-site assistance available when urgent issues arise.

Pricing Structure and Packages (Supporting Businesses of All Sizes)1. Pay-per-use Package Suitable for home offices or small businesses. Focuses on on-demand service when issues occur, allowing customers to control costs based on actual usage.

• Remote Support: Per-session fees are assessed for the software issue and configuration work agreed in the quotation.
• On-Site Support: Fees are assessed for the location, repair, cabling and equipment specified in the quotation.

2. SME Care Package Suitable for medium-sized businesses with 10–30 employees. Monthly maintenance agreement (MA) support for peace of mind and continuous IT care.

• Unlimited Remote Support for systems and conditions defined in the contract
• On-Site Support for monthly system checkups, 1–2 times per month
• Monthly fees: Assessed according to users, equipment, on-site visits and contract scope.

3. Enterprise & Industrial Package Suitable for large organizations or factories that require support for complex systems such as servers, large-scale networks, or dedicated on-site IT staff.

• On-site IT Outsourcing (Full-time): Fees are assessed according to duties, staffing levels and agreed working hours
• Corporate MA Contract (covering overall systems, networks, and servers): Starting from 20,000 THB per month. Pricing is assessed based on system size and the actual number of devices on site.

Agreed scope and handover requirements

Choose on-demand support, an MA contract or on-site staffing according to users, supported systems and the impact of incidents. Define covered equipment and software, remote and on-site channels, preventive work and the resolution records required by the responsible contact.

Service-specific delivery steps

1. Define coverage and contacts: collect the system inventory, known issues, service model and people authorized to approve access.
2. Receive and triage incidents: review symptoms, impact and relevant information before choosing an approach.
3. Support remotely or on site: select the channel according to the issue, approved permissions and contract scope.
4. Check results and follow up: confirm operation with the requester and record maintenance or vendor-escalation work.

Information to prepare for an assessment

Prepare user counts and locations, equipment and software, operating hours, key issues, contacts and the preferred on-demand, MA or dedicated-staffing model.

Conditions affecting scope, pricing and test results

• Agree on service hours, reporting channels, response targets and on-site attendance in the contract. Support does not imply 24-hour coverage in every package.
• Fees depend on users, devices, locations and covered work. Check whether parts, licenses, installations or additional projects are included in the quotation.
• Remote access and system changes require approval from the responsible contact. Vendor assistance and replacement parts may have timelines separate from incident acknowledgement.

Related IT-outsourcing delivery case

PENDULUM cyber security and IT infrastructure modernization documents IT outsourcing for Windows deployment under security policies and migration from local users to Active Directory. It describes published implementation and migration work, not Help Desk ticket-resolution rates or SLA evidence.