Get Fast Answers From Experienced Technicians With IT Help Desk Services
Your team reaches BCA by phone, email, the support portal or Teams, with an average response under 15 minutes and every request tracked until it's solved.
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IT Help Desk Explained
What Is an IT Help Desk?
An IT help desk is where your employees go when technology gets in their way: a password that won't work, an app that keeps crashing, a printer that won't print or an error message nobody understands. A good help desk is easy to reach, answers quickly and solves the problem the first time. A slow one leaves people stuck, chasing updates and inventing their own workarounds.
BCA's help desk gives your staff one place to ask for help, however they prefer to reach out. Experienced technicians answer first, every request is logged as a ticket and someone owns it until it's resolved.
Tiered help desk
Requests passed from tier 1 to tier 2 before anyone can fix them.
BCA's help desk
Experienced technicians answer first and own the problem.
How an IT Help Desk Helps Your Business
Speed
Requests get a response in minutes, with an average under 15 minutes.
Expertise
The first person your staff reach is an experienced technician, not a script.
Tracking
Every request is logged as a ticket, so nothing gets lost and you can see what is open.
Access
Staff can call, email, use the portal or message in Teams, whichever suits them.
Cost
Unlimited remote help desk in the Growth plan means no bill for asking a question.
Coverage
After-hours support in the Complete plan keeps critical work moving outside office hours.
Scope
What's Included in Our IT Help Desk Services
A help desk is only as good as how easy it is to reach and how quickly problems get solved. BCA's help desk covers every step, from the first message to the final fix. The Growth plan includes unlimited remote help desk during regular business hours, and the Complete plan adds unlimited after-hours support.
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Four Ways to Reach Us
Staff contact the help desk the way that suits them, and every request lands in the same place.
- Call the help desk
- Email or use the support portal
- Message us in Microsoft Teams
Contact
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Every Request Tracked
Each request becomes a ticket with an owner, so your staff know who's on it and nothing slips through.
- A ticket for every request
- One technician owns each issue
- Updates until it's resolved
Tickets
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Fast First Response
Requests are picked up quickly, so a small problem doesn't turn into a lost afternoon.
- Average response under 15 minutes
- Work-stopping issues handled first
- Clear next steps from the start
Response
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Experienced Technicians First
The person who answers can usually solve the problem, without passing it up a chain of support tiers.
- Expert-level first response
- Fewer handoffs between technicians
- Problems fixed, not just logged
Expertise
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Everyday Software and Account Help
Help with passwords, Microsoft 365, email, printers and the business applications your team uses.
- Password resets and sign-in issues
- Microsoft 365 and Outlook help
- Business application support
Applications
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Business Hours and After-Hours Coverage
Unlimited help during business hours, with after-hours support for teams that work outside regular hours.
- Unlimited remote help in Growth
- Unlimited after-hours support in Complete
- Pay-as-you-go support on Foundation
Hours
Our Approach
Why Businesses Choose BCA for Help Desk Support
Your help desk is the part of IT your staff deal with most. BCA has spent 37 years earning the trust of the businesses it supports, and 98% of our clients stay with us.
01
No Runaround Between Tiers
Experienced technicians answer first and take ownership, so your staff explain the problem once.
02
Response Measured in Minutes
BCA's average response time is under 15 minutes, so people get back to work instead of waiting.
03
One Team Behind Every Ticket
The help desk works alongside BCA's on-site, network and security technicians, so a request that needs more than a phone call goes straight to the right person.
37
Years in business
98%
Client retention
<15 min
Average response time
100+
Businesses supported
FAQ
Common Questions About IT Help Desk Services
Here are the questions businesses ask most often about how BCA's help desk works day to day.
How do my employees contact the help desk?
Staff can call the help desk, send an email, open a request in the support portal or message BCA in Microsoft Teams. Every request ends up in the same ticketing system, so it doesn't matter which one they choose.
What happens after a request is submitted?
The request becomes a ticket and a technician picks it up, usually within minutes. The technician contacts the employee, works on the problem, often by connecting to their computer remotely, and keeps them updated until it's fixed. If the issue needs someone on-site or help from a vendor, BCA arranges that and keeps the same ticket open, so the whole history stays in one place.
Is the help desk really unlimited?
On the Growth and Complete plans, yes. Growth includes unlimited remote help desk support during regular business hours, and Complete adds unlimited after-hours support, so nobody has to think twice before asking for help. The Foundation plan uses pay-as-you-go support at $145 an hour. See our pricing page for full details.
What kinds of problems can the help desk solve?
Most everyday IT issues: sign-in and password problems, Microsoft 365 and Outlook questions, software errors, printer and scanner trouble, slow computers, Wi-Fi problems and the business applications your team relies on. If something can't be fixed remotely, the help desk arranges an on-site visit.
Who answers when my team contacts the help desk?
An experienced BCA technician. Many help desks put a first tier in front that takes down details and passes the problem on. BCA puts people who can solve the problem at the front, so your staff explain it once and it gets fixed sooner.
Can we see what's been requested and how long things take?
Yes. BCA can share reports on your team's tickets, including what was requested, how quickly it was handled and which problems keep coming up. Recurring issues are a sign something needs a permanent fix, and BCA uses those patterns to recommend one.
Help Desk & End-User Support
More Help Desk and End-User Support Services
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New hires ready on day one, and access removed cleanly when people leave.
IT Support
Phones, tablets and laptops enrolled, configured and managed in one place.
IT Support
Problems fixed over a secure connection, wherever your team is working.
IT Support
Windows PCs and servers set up, upgraded and kept running smoothly.
IT Support
Macs set up, secured and supported alongside the rest of your office.
IT Support
Local technicians at your office for repairs, cabling, installs and upkeep.
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Tell us how your staff get IT help today and where it falls short. We'll show you how BCA's help desk would work for your team.
- 37 years of experience
- 100+ businesses supported
- 98% client retention
- Average response under 15 minutes
- 60-day money-back guarantee