Help Desk


Getting you working is our specialty

We understand that when your IT Systems aren't working properly you can't do your business.  Our highly experienced technicians will get your problem resloved as soon as possible and you won't have to get any attitude while they're doing it.  Help Desk requests should be made using our online ticketing system.  Once the ticket is created we will contact you in a time frame appropiate with urgency of the issue.  

  • Remote Assist: Allows specially trained Help Desk technicians to remotely access end-user systems to evaluate and resolve incidents.
  • Site Support: Provides on-site personnel who can address infrastructure, hardware and software needs.
  • Web Request: Lets users create a request, report an incident and review the status of submitted requests using the user portal or over the telephone.

How our Outsourced Remote Help Desk Works

IMG's Remote Help Desk provides your organization with a single point of contact for all end-user IT issues. You will receive consistent guidance and advice in addition to dependable restoration of regular services. Users can access the Help Desk by phone, e-mail or the web.
Our live support technicians provide Microsoft application technical support. Our support covers assistance with the with the features, functions and usage of Microsoft software applications.


The IMG outsourced Help Desk follows a simple workflow process that delivers fast and efficient incident resolution, keeping all users at maximum productivity.  

Remote Assist

For all desktop issue's we will attempt to resolve the issue remotely.  This is the most efficient way to get you back and working.
This allows the technician to perform a hands-on investigation and resolution without the need for an onsite visit.  .
We are able to make configuration changes, file updates, driver updates and software reinstallation.
During the session, the user can observe exactly what the Help Desk technician is doing or can take a coffee break.

On-Site Services

Incidents that cannot be resolved remotely will require an onsite visit. While the goal is to ensure this happens as seldom as possible, IMG Site Support provides on-site assistance when it is necessary.

The following types of services are delivered through on-site support:

  • Hardware Support: Consists of technical diagnosis and repair of defective equipment, either at your location or at an authorized service facility.
  • Software Support: Provides resolution for Microsoft software residing on authorized devices. This service covers the diagnosis and resolution of software problems that cannot be resolved remotely by the Help Desk
  • Install, Move, Add and Change: Covers installing, moving, adding and changing desktop and laptop whole systems, parts and peripherals. Help Desk technicians and on-site technicians form a working team to schedule, complete and document IMAC requests. When possible, IMAC requests are completed remotely using automation to save time and expenses..
  • Ensuring A Smooth Transition Your transition to an MCC Help Desk solution begins with a thorough review of your current sites and their support processes. We then develop detailed transition plans, which include timelines and project management for all activities and milestones. These plans ensure structure and management so that your users receive the support they need without interruption during the transformation process.
  • Please contact our Outsourced Remote Help Desk team for a free assessment of your requirements.