Outsourced Tier 1/2 helpdesk for SMBs and startups
Delegate day-to-day user support without losing the human connection with your team. DZSIEC helps startups and SMBs handle requests through a clear queue, consistent triage and documented follow-up.
A clear entry point for user requests
Requests are captured through the channels agreed with your team and recorded in an appropriate tracking tool. Each issue is assessed by impact and urgency, then assigned with a visible status and a clear next step for the user.
From Tier 1 troubleshooting to Tier 2 escalation
Tier 1 can cover common access, workstation, email and office-application issues. Requests requiring deeper investigation—network, VPN, MDM configuration or complex Microsoft 365 incidents—are investigated at Tier 2 and escalated with useful context.
A working model that fits your organization
The engagement may include remote support, an ITSM queue (Jira Service Management, GLPI or Zendesk), resolution procedures and review points. Coverage hours, volumes, priorities and service commitments are agreed before work starts; no generic SLA is assumed.
What to prepare for an initial discussion
Share team size, Windows or macOS environments, current channels, ticketing tools and recurring pain points. This helps define Tier 1 scope, Tier 2 escalation criteria and the documentation to build.
Related services and guidance
Define a practical scope
Share your context, tools and team priorities so we can discuss scope and working arrangements before any engagement.
Discuss your support requirements →Frequently asked questions
Who is this support for?
DZSIEC works with startups and SMBs looking to structure IT support, their Microsoft 365 environment, or B2B customer care.
Can support be delivered remotely?
Yes. Support is delivered remotely in France, Belgium, and internationally; occasional on-site visits may be possible in Paris, Brussels, and Casablanca.
How is the scope defined?
An initial discussion clarifies your tools, team, priorities, and responsibilities before scoping a one-off or ongoing engagement.