One place your staff call when something stops working, in Arabic or English

A help desk is a process before it is a team. Staff reach us through the channel they prefer, and every request lands in one queue as a ticket with a category, a priority and an owner. First-line support handles the common items: password resets, account unlocks, printer and Wi-Fi problems, access to shared drives and basic software questions. Anything that needs deeper investigation moves to second line, and faults that touch servers, networks or business applications escalate to engineers.

We agree service targets in the contract, not as a promise printed in a brochure. Targets cover how quickly a ticket is acknowledged and how often the requester is updated, set by priority and by the cover hours you choose. They are targets agreed for your business, reported honestly each month, and they depend on factors such as third-party vendors and device availability. In Saudi Arabia the working week runs Sunday to Thursday, and we plan cover around your actual hours, including Ramadan schedules and month-end peaks. We serve companies in Khobar and Dammam and can work remotely or on site when a device needs hands.

Most help desk effort goes into people changing roles. We build a joiner, mover and leaver process with HR: a form triggers an account, mailbox, licences, group memberships and a prepared device before day one. On the last day a mirror checklist disables sign-in, removes licences, wipes or recovers the device and transfers files to a manager. Each step is logged, which makes the process auditable.

For identity and devices we work with the tools you already own, typically Microsoft 365 with Entra ID for accounts and Intune for device management, or an equivalent. We set up multi-factor sign-in, standard laptop images, disk encryption policy and an asset register so you know who holds which device. Where your security team or a framework such as the NCA Essential Cybersecurity Controls sets rules on access or asset management, we align the help desk procedures to those rules and keep the evidence. We do not replace your security function. We make routine access work follow its rules consistently.

Handover takes 2 to 4 weeks for a company of typical size. In the first week we collect the asset list, admin access, licence records and a list of recurring problems. We interview the people who currently do the work, because their unwritten knowledge is the most valuable input. Then we build the ticket categories, the joiner and leaver checklists and a first set of knowledge articles, and run a pilot with one department.

Pricing is usually a monthly fee based on the number of users and devices, the cover hours and the tiers included, with on-site visits and projects quoted separately. Longer terms bring a lower monthly rate, and we avoid lock-in by keeping documentation, the asset register and the ticket history in systems you own. Expect the first two months to be busier as hidden problems surface. After that, the monthly report should show repeat issues falling as permanent fixes are made. Larger changes, such as a laptop refresh or a move to a new identity platform, are scoped as projects with their own plan.