Support your users. Protect uptime. Scale when needed.
TrueNorth Solutions provides Tier 1–3 Service Desk support for small and mid-sized businesses, backed by an escalation bench for advanced issues. Whether you need fully managed support or supplemental coverage to strengthen your internal team, we can deliver the right model for your environment.
Support built around your business
Flexible delivery, clear escalation, and coverage options that match real-world operations.
24/7 support available
Optional after-hours, weekend, and holiday coverage for teams that can’t afford downtime.
On-site, remote, or hybrid
We can work within your facility, fully remote, or in a blended approach—whatever best supports your users.
Escalation bench included
When issues go beyond basic troubleshooting, we escalate to advanced resources for quicker resolution.
Tier 1–3 Service Desk coverage
We follow a structured escalation model so issues get resolved at the right level, with clear ownership and consistent communication.
Frontline user support
- Password resets & account access issues
- Email, collaboration, and basic app support
- Workstation performance & common errors
- Printer, peripheral, and connectivity triage
- Ticket intake, documentation, and routing
Advanced troubleshooting
- Deeper OS and application troubleshooting
- Endpoint configuration and policy issues
- Network/Wi-Fi troubleshooting and remediation
- Security triage and containment assistance
- Root-cause analysis for recurring incidents
Escalation & specialized support
- Complex incidents and high-impact outages
- Server, directory, and infrastructure issues
- Advanced security and hardening support
- Project-based or planned remediation work
- Coordination with third-party vendors when needed
Beyond the Help Desk: Escalation resources
When issues require deeper expertise, we can engage advanced resources as needed. This may include network engineering, project leadership, systems administration, database support, and other specialized skill sets—based on the scope of your environment.
Service delivery options
- On-site: Embedded support within your facility
- Remote: Centralized service desk coverage for distributed teams
- Hybrid: On-site presence with remote overflow support
- Co-managed: We complement your internal IT team
What clients typically ask us to handle
- End-user support and ticket management
- Device onboarding, offboarding, and access changes
- Incident response coordination and remediation
- Recurring issue elimination and standardization
Flexible billing models
We’ll structure support in a way that matches your needs and budget. Choose the model that aligns best with your environment:
Per Ticket
Ideal for organizations that want predictable unit-based pricing for support requests.
Great for light/moderate volumeHourly
Best for supplemental support, projects, or variable demand where you want maximum flexibility.
Great for co-managed ITFlat Rate per Endpoint
Predictable pricing designed for fully managed Service Desk coverage tied to your endpoint count.
Great for standardizationGet a Service Desk quote
Tell us a little about your environment (number of users/endpoints, hours of coverage, and on-site vs remote preference), and we’ll provide a support model recommendation with pricing options.
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