Outsource IT Support

Most of them. Workstation errors, application crashes, email client configuration, VPN and RDP access, software installation and patching, and network connectivity issues are all handled through remote management tools and screen-sharing sessions — only physical hardware swaps need someone on site, and those escalate to your local process or vendor with the diagnosis already done.

By structure. IT support is the hands-on generalist: remote troubleshooting across workstations, accounts, and networks. A help desk specialist runs a structured ticket queue at Tier 1–2. A service desk specialist goes broader still — the ITIL-aligned single point of contact for requests, incidents, and changes. Small teams start with IT support; ticket-driven operations take the desk roles.

Both — you set the boundary. We agree tiered escalation criteria with you during onboarding: your specialists resolve workstation, account, email, and connectivity issues end to end, and hand tickets to your senior engineers or vendor support the moment they cross the threshold you’ve defined, with diagnostic steps and root cause already documented.

Full account administration. Account creation, password resets, group policy changes, and access provisioning are core responsibilities of the role — always executed with the permissions you grant and under the approval workflows you define.

Because every ticket must record diagnostic steps, root cause, and resolution before it closes — that is our documentation standard, not an option. QA analysts audit and score ticket quality, dedicated team leads supervise daily, and recurring issues get written up as technical documentation so they’re prevented rather than re-fixed.

You define it, we enforce it. Your specialists hold exactly the permissions you provision — nothing broader — connect solely through the remote management platform you approve, and close every session with a documented ticket, so you have an audit trail for each change made in your environment. They also work from our access-controlled Nairobi operations center, ISO 27001-certified and GDPR-compliant, not from home.

Yes — and without a night shift on either side. Nairobi works just one to two hours ahead of Central Europe, so a standard Kenyan working day covers your entire business day, and employees reach a live technician for a screen-share session the moment an issue blocks them.

From €755 per month, everything included. That one figure covers the technician’s salary and benefits plus equipment, workspace, and the management layer around them — team lead, QA analyst, account manager — billed monthly with no minimum term. Compare it against the loaded cost of an in-house technician on the pricing page, or model your exact team in the savings calculator.