Services / Managed IT Services / Help Desk
Help Desk
You call. A real person answers. No bots, no tier-1 script, no callback promises that get forgotten.
The help desk is where most MSPs lose their clients. Ours is where we win ours. Your people reach a Mako tech who knows your setup, speaks plain English, and fixes the thing — or escalates it to a named senior engineer if it needs depth.
What’s included
The specifics.
- ✓Phone, email, and portal access
- ✓Business-hours human response; after-hours on-call for criticals
- ✓Named senior tech escalation path
- ✓Ticket lifecycle you can actually track
- ✓Onsite dispatch when remote can't solve it
- ✓Monthly ticket analytics for your leadership team
Who needs this
Any Mako-managed client. Especially valuable for teams where every hour of downtime translates to real revenue or patient-care impact.
FAQ
Help Desk — common questions.
Will I get the same tech each time?+
Not always, but you'll get one who has access to your whole history and knows your environment. We document everything so the next tech picks up where the last one left off.
What's your response SLA?+
Contract-specific — we write the SLAs into every Mako agreement and live to them. Generally: acknowledgment within 15 minutes business-hours, active work on critical issues within the hour.
Questions about help desk?
Twenty minutes, real conversation, no pressure.