A helpdesk that works under your brand.
Talos supplies trained L1 to L3 helpdesk technicians who work inside your PSA and RMM, answer as your company, and follow your procedures. You get more coverage and more capacity without hiring or managing a bigger local team.
The desk your clients think you built.
L1 to L3 technicians
Ticket handling from first response to escalated technical work, in your queues and to your standards.
After-hours and overflow
Evenings, weekends and busy periods covered by a rota agreed with you, so your own team can rest and your clients still get answers.
Your brand, your channels
Your phone numbers, email domains and greeting. Clients deal with your company, not a third party.
Your tools
Technicians work in the tools you already use, such as ConnectWise, Autotask, NinjaOne and Datto, and keep tickets clean and complete.
Documented escalation
A clear path to your senior engineers, with the right detail passed on so nobody asks the client to repeat themselves.
Team leaders
A Talos team leader supervises the desk, reviews tickets and reports to you.
From first call to a working desk.
- 01
Scope the desk
We agree the clients, tools, hours and ticket types the desk will cover.
- 02
Document and train
We collect your runbooks and client notes, and train the team on your way of working.
- 03
Shadow, then go live
Technicians work alongside your team first, then take live tickets with your review.
- 04
Report and improve
Monthly reporting, a quarterly review and ongoing coaching to keep quality where you want it.
Service levels you can pass on to your clients.
We start from our standard targets and agree the final numbers with you: a first response within 15 minutes for critical issues, 1 hour for high, 4 business hours for normal and 1 business day for low. These are response commitments, not guaranteed resolution times.
How we protect your data- Critical: 15 minutes
- High: 1 hour
- Normal: 4 business hours
- Low: 1 business day
- Monthly service report and quarterly review
- Replacement within one week if a team member does not work out
White label help desk, answered.
Will our clients know Talos is involved?
Only if you choose to tell them. The desk answers in your name, on your channels and with your greeting.
Who owns quality?
Talos does. Team leaders review tickets, coach the team and report to you, so quality does not depend on you supervising every seat.
Can we start small?
Yes. Many partners begin with after-hours cover or one or two seats and add more as they win clients.
How is client data protected?
Team members work under NDA, use only the access you grant and follow documented security procedures. Details are on our How We Work page.
What if a technician is not the right fit?
We provide a replacement within one week.
Do you offer a managed SOC?
Not currently. We can place IT professionals, including NOC or SOC analysts, into your team, working in your tools under your direction. See our IT staffing page.
Specialised services.
Book a partner call
Tell us where your desk is stretched. We will reply within one business day with a proposed plan.