Help Desk & End-User Support
Responsive IT support for your people, devices, and day-to-day technology needs.
When employees need help, they need it fast. Acrisure Cyber Services provides help desk and end-user support for covered users and devices, helping your team resolve technical issues, reduce downtime, and stay focused on the work that moves your business forward.
24/7/365
Support intake and triage for covered users
Level 1–3
Technical support, from everyday issues to advanced escalation
96% CSAT
Based on post-ticket customer satisfaction survey respondents since 2018
250+
ACS IT and cybersecurity certified professionals
Support that keeps your team moving?
Technology issues can slow down employees, frustrate customers, and pull internal teams away from higher-value priorities. Whether you need full help desk coverage or supplemental support for your existing IT team, ACS can provide a single point of contact for covered end-user technical issues.
Our support model is designed to help businesses manage daily IT requests, troubleshoot user issues, escalate complex problems, and provide consistent support across covered devices and environments.
What We Support
End-user support for the technology your team relies on
Help Desk Intake & Triage
Give employees a clear place to go when they need help. ACS receives, reviews, prioritizes, and routes support requests based on impact, urgency, and the scope of the engagement.
Level 1–3 Technical Support
From password resets and access issues to more complex workstation, application, and infrastructure-related troubleshooting, ACS provides tiered technical support for covered users and devices.
Remote Support
Many issues can be resolved quickly through remote support. ACS helps troubleshoot covered devices and systems without requiring an onsite visit whenever remote resolution is appropriate.
Onsite Support as Needed
When hands-on assistance is required, ACS can provide onsite support for covered environments, subject to scope, scheduling, access, and location requirements.
Device & Peripheral Support
ACS supports covered end-user devices, including workstations, laptops, mobile devices, and peripherals, helping employees stay productive across the tools they use every day.
Vendor Coordination
When an issue involves an applicable third-party provider, ACS can help coordinate troubleshooting and communication where appropriate, helping reduce the burden on your internal team.
A clear support process from request to resolution
Along with taking care of your daily tech needs, we can help you move forward on the kinds of special projects that come with business growth.
1. Submit a Request
Employees submit support requests through designated support channels. For after-hours support, phone or chat may help optimize response times for urgent issues.
2. Triage & Prioritization
ACS reviews the issue, confirms known details, and assigns a priority level based on business impact and urgency.
3. Troubleshooting & Escalation
Our team works to resolve the issue, provide a commercially reasonable workaround, or escalate to the appropriate support level when additional expertise is needed.
4. Status Tracking
Support requests are tracked through closure, giving your team greater visibility into issue status, next steps, and resolution progress.
5. Resolution or Closure
Tickets may be closed once the issue is resolved, a reasonable workaround is provided, or the ticket is pending due to required client response or action.
Support that fits your operating model
Every organization manages IT differently. Some need a complete outsourced help desk. Others have an internal IT team that needs added coverage, escalation support, or after-hours capacity. ACS can support both models.
Fully Managed Help Desk
ACS can serve as your day-to-day support team, giving covered employees a reliable place to go for IT assistance.
Co-Managed Help Desk
ACS can work alongside your internal IT team, helping absorb recurring tickets, extend coverage, and provide escalation support while your team keeps control of the environment.
Business Outcomes
Less friction. Faster support. More productive teams.
Reduce employee downtime
Help users get back to work faster when technology issues interrupt their day.
Relieve internal IT pressure
Free your internal team from routine tickets so they can focus on strategic projects, infrastructure improvements, and business-critical priorities.
Improve support consistency
Create a more structured support experience with clear intake, triage, escalation, and tracking.
Scale support as your business grows
Add support capacity without having to hire, train, and manage every help desk function internally.
Scale support as your business grows
Help employees get technical support whether they work in the office, remotely, or across multiple locations.
Frequently Asked Questions
What is help desk and end-user support?
Help desk and end-user support provides technical assistance to employees who need help with covered devices, access, applications, peripherals, and day-to-day IT issues. It gives users a clear support path when something is not working as expected.
Is support available 24/7?
ACS provides 24x7x365 support intake and triage for covered users. Response handling depends on the priority, scope, and nature of the request.
What types of issues can ACS help with?
ACS can help with covered end-user technical issues, including workstation and laptop problems, access issues, device troubleshooting, peripheral support, and other in-scope IT support requests.
Do you support onsite issues?
Yes. ACS can provide onsite support as needed for covered environments when an issue requires a physical presence, subject to scope, location, access, and scheduling requirements.
Can ACS work with our existing IT team?
Yes. ACS can operate as a fully managed help desk or as a co-managed support partner that works alongside your internal IT team.
Does help desk support include cybersecurity monitoring?
Not by itself. Help Desk & End-User Support is part of Managed IT Services. Dedicated cybersecurity monitoring, SOC/MDR, and managed security services are available through separate ACS cybersecurity modules when purchased.
What Makes ACS Different
Ready to make IT support easier for your team?
- ACS is not just a ticket queue. We combine help desk support with broader managed IT, infrastructure management, Microsoft 365 services, cloud expertise, cybersecurity capabilities, and strategic advisory support.
- That means your support experience can connect directly into the rest of your technology environment — from user issues and device support to infrastructure health, cloud operations, and long-term IT planning.