Workstation & Device Issues
Support for the tools your staff use every day — whether they’re in the office or working remotely.
- PCs, Macs, and thin clients
- Printing and scanning issues
- Slow systems and performance tuning
IT Helpdesk & Remote Support
Friendly, fast IT helpdesk for your Southern California team.
Give your staff a single, friendly place to call when technology gets in the way. XaaS Techs delivers responsive IT helpdesk and remote support so your team can stay productive.
- Friendly local technicians
- Phone, email & remote support
- Clear SLAs and reporting
<15 min
average initial response
90%+
issues resolved remotely
7am–6pm
core support hours*
Serving organizations across the Inland Empire, Los Angeles County,
Orange County, the San Gabriel Valley, and San Diego.
*Extended and after-hours coverage available.
*Extended and after-hours coverage available.
Overview
Make IT support a strength instead of a headache.
When staff don’t know who to call for IT issues, small problems pile up and productivity drops. Tickets go unanswered, people create workarounds, and IT becomes a constant source of frustration.
Our helpdesk and remote support services give your team a single, friendly, and reliable place to go for day-to-day technology issues. Whether you’re fully outsourced or augmenting an internal IT person, we handle the stream of requests so your organization can move faster.
- Phone, email, and portal-based ticketing
- Support for Windows, macOS, and common business apps
- Clear SLAs and escalation paths for urgent issues
Types of requests
What our helpdesk and remote support can handle.
From “I forgot my password” to “my VPN won’t let me in,” our team handles the day-to-day issues that slow your staff down.
Accounts, Access & Passwords
Keep people moving securely with fast, controlled access changes and account troubleshooting.
- Password resets and MFA prompts
- New user setup and onboarding
- Permissions for shared drives & apps
Business Apps & Productivity
Support for core productivity and line-of-business tools, in partnership with your software vendors as needed.
- Microsoft 365, Google Workspace
- Email, calendaring, and Teams/Zoom
- Vendor coordination for LOB apps
Connectivity & Remote Work
Make working from home, client sites, or satellite offices feel seamless for your staff.
- Wi-Fi and network connectivity
- VPN and remote desktop access
- File access from remote locations
Security & “Something Looks Off”
Give your staff a safe, non-judgmental place to raise security concerns and suspicious messages.
- Phishing email checks and reporting
- Malware and suspicious behavior triage
- Device lost/stolen response coordination
Executive & High-Priority Support
Ensure leaders, client-facing teams, and critical staff can get priority assistance when every minute counts.
- Priority routing for key roles
- Meeting and presentation support
- Travel & remote work support planning
End-user experience
What your staff experience working with our helpdesk.
We want your team to feel comfortable reaching out — not worried about bothering “the IT person.” That starts with a simple, consistent process for getting help.
- Multiple ways to open a ticket: phone, email, or portal
- Friendly technicians who speak business, not jargon
- Regular updates so users aren’t left wondering what’s happening
How it works
How helpdesk & remote support with XaaS Techs works.
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1. Support discovery & intake design
We review how tickets are handled today, what tools you use, and where your staff get stuck. Together, we design a simple intake process and define priority levels.
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2. Onboarding & communication to staff
Your team receives clear instructions on how to contact the helpdesk, what to expect, and how we’ll work together. We can provide email templates and intranet content if needed.
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3. Live support & ticket handling
Our technicians begin handling day-to-day tickets, escalating to your internal stakeholders or our engineering team when necessary.
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4. Reporting & continuous improvement
You receive regular reports on ticket volumes, categories, and trends. Together we identify opportunities to reduce noise and improve the user experience over time.
FAQ
IT helpdesk & remote support – FAQs.
Can helpdesk be a standalone service?
In most cases, helpdesk and remote support are delivered as part of a broader managed services agreement so we have the tools and visibility needed to support your environment effectively. In some scenarios, we can provide co-managed helpdesk alongside your internal tools.
Do you support both remote and onsite staff?
Yes. We routinely support hybrid environments with a mix of in-office, remote, and field staff. Most issues are resolved remotely, and onsite visits can be included or scoped as needed.
What ticketing system do you use?
We use a professional ticketing and monitoring platform tailored for managed service providers. We can integrate with your existing systems where it makes sense, or migrate to a standardized platform as part of onboarding.
How do you handle recurring or “noisy” issues?
Part of our role is to spot patterns in ticket data. We use reporting to identify recurring issues, then propose fixes such as training, configuration changes, or process updates to reduce those tickets over time.
Ready to give your team better IT support?
Let’s talk about your current ticket volume, pain points, and tools — and map out a helpdesk and remote support program that fits your organization.