IT Helpdesk Services in Dubai: Every Response Time in Writing
An IT helpdesk is the one place your staff go when something stops working. We run it remotely for offices in Dubai and across the UAE, and your people raise tickets by phone, email, portal, WhatsApp or the GR IT Services Helpdesk app. A P1 incident has an engineer working on it within 5 minutes, 24/7, on every package. The helpdesk is part of every GR IT AMC and GR Managed IT package, for one fixed yearly fee per user, and of co-managed IT for teams with their own IT staff.
- 5 minP1 response, 24/7
- 5 waysPhone, email, portal, WhatsApp, app
- 100% remoteOnsite on request
Is this the right service for your business?
- Best fit
- A UAE office that wants one helpdesk for every user, with response times in writing, without hiring support staff. Packages bill a minimum of 10 users.
- Agree the scope first
- Tell us how many people you have, the computers and phones they use, and any Windows servers, NAS units, network devices and Macs. We scope them into the right package, because the helpdesk is not sold on its own.
- Start with a brief
- Send your numbers through Get my price. Your fixed yearly price, in writing, within 1 business day.
What does an IT helpdesk service cover?
Unlimited in-scope tickets
No ticket cap for any covered user. Fair use averages 0.5 engineer hours per user a month over a quarter.
Five ways to raise a ticket
Phone, email, the portal, WhatsApp and the GR IT Services Helpdesk app for iOS and Android.
Priority set at intake
Each ticket is classed P1 to P4 when it comes in, so you always know which response clock is running.
Accounts and Microsoft 365
New users and leavers, licences, mailboxes, Teams and SharePoint permissions, handled as ordinary tickets, with MFA enforced for every user.
Computers and phones
One computer, Windows or Mac, and one mobile per user: remote diagnostics, settings, software installs and updates.
Printers and network
Printer drivers, queues and remote fault-finding, plus configuration and monitoring of the network devices in your package allowance.
Vendors chased for you
ISP fault calls and hardware warranty claims raised and managed by us. GR IT AMC Grow and Scale add printer and software vendors.
Monthly SLA report
Tickets, response times against target and every miss, in writing each month.
Why run your helpdesk with us?
5 minute P1 response, 24/7
When the business stops, an engineer is working on it within 5 minutes, day or night.
A named engineer from GR IT AMC Grow
GR IT AMC Start works from our team queue. Grow gives you a named engineer, and Scale adds a backup engineer.
The same service in every emirate
Because the helpdesk is remote, response times and service are the same in Dubai, Abu Dhabi, Sharjah and every other emirate.
Response means an engineer
Response means an engineer working on your issue, not an auto-reply, and every miss is listed in your monthly report.
Who uses an outsourced IT helpdesk?
Offices with no IT staff
Staff contact one helpdesk instead of interrupting the colleague who knows computers.
Plan that fits
GR IT AMC Start or GrowTeams with an IT manager
Keep your IT lead for projects and decisions, and agree in writing which tickets and hours we take.
Plan that fits
Co-managed ITSeveral sites or long hours
On GR IT AMC Scale, P2 and P3 tickets are answered 24/7, as well as P1.
Plan that fits
GR IT AMC ScaleWindows and Mac offices
Macs are supported at the per-user price, and GR Mac Care adds device management per Mac.
Plan that fits
GR IT AMC plus GR Mac CareDMCC, JAFZA and DAFZA companies
The same remote helpdesk, response times and service in DMCC, JAFZA, DAFZA and Dubai Internet City as on the mainland.
Teams that need audit evidence
Security monitoring and audit evidence, in addition to the helpdesk.
Plan that fits
GR Managed IT ProfessionalWhich GR IT AMC package gives which helpdesk hours?
| Feature | GR IT AMC Start | GR IT AMC Grow | GR IT AMC Scale |
|---|---|---|---|
Remote helpdesk | Unlimited in-scope tickets | Same | Same |
Helpdesk hours | Mon to Fri 9:00 to 18:00, Sat 9:00 to 14:00 | Same | Same, plus P2 and P3 24/7 |
P1 critical response | 5 min, 24/7 | 5 min, 24/7 | 5 min, 24/7 |
P2 high response | 10 min, business hours | 10 min, business hours | 10 min, 24/7 |
P3 medium response | 30 min, business hours | 30 min, business hours | 30 min, 24/7 |
P4 low or request | Next business day | Same | Same |
After-hours P2 and P3 cover | Add-on | Add-on | |
Your engineer | Team queue | Named engineer | Named engineer plus a backup engineer |
Vendor coordination | ISP fault calls and hardware warranty claims | Plus printer and software vendors | Same as Grow |
Reporting | Monthly ticket and SLA report | Plus a quarterly review call | Plus a monthly review call with roadmap |
How fast does the helpdesk respond?
Resolution target
Within 4 hours
Example incidents
- Server, firewall or core switch down
- Email tenant or domain unreachable
- Ransomware or an active security incident
- Site-wide internet outage
Resolution target
Within 1 business day
Example incidents
- One user cannot send or receive email
- Printer down for a department
- VPN failing for one user
- Backup job failed overnight
Resolution target
Within 3 business days
Example incidents
- New user setup
- Software install or licence change
- How-to question
- Scheduled maintenance request
Resolution target
Within 5 business days
Example incidents
- Minor display or cosmetic issues
- Non-urgent single-user requests
- Documentation updates
- Planned small changes
P1 is covered 24/7 on every package. P2 and P3 run in helpdesk hours, Monday to Friday 9:00 to 18:00 and Saturday 9:00 to 14:00, and 24/7 on GR IT AMC Scale and GR Managed IT Professional. GR IT AMC Start and Grow can add after-hours P2 and P3 cover, and GR Managed IT Enterprise sets its P2 and P3 response times in your contract. Every miss is listed in your monthly report.
What happens if a ticket is not resolved in time?
| Priority | Engineer | Service manager | Director | Managing director |
|---|---|---|---|---|
| P1 critical | Working on it within 5 min | Notified within 30 min | Briefed within 1 hour | Briefed within 2 hours if still open |
| P2 high | Working on it within 10 min | Notified within 1 hour | Briefed within 4 hours | Reviewed if the resolution target is missed |
| P3 medium | Working on it within 30 min | Notified within 4 hours | Reviewed in the monthly report | Not applicable |
| Repeat incident | Flagged on the third occurrence | Root-cause analysis assigned | Reviewed in the monthly report | Reviewed at your quarterly review on Grow and Scale |
How does a helpdesk ticket move from raised to resolved?
- 1
Raised
Your user raises a ticket by phone, email, portal, WhatsApp or the GR IT Services Helpdesk app.
- 2
Prioritised
We class it P1 to P4 when it comes in, which sets the response clock.
- 3
Worked remotely
An engineer works on the issue remotely. Hardware faults are diagnosed remotely, and warranty claims are raised and managed with your vendor.
- 4
Closed and reported
The ticket is closed and appears in your monthly ticket and SLA report, where any missed target is listed.
What do buyers ask before outsourcing the IT helpdesk?
What else helps you choose a helpdesk?
The GR IT Services Helpdesk app
Raise, chat about and track tickets from your phone. Available for iOS and Android.
GR IT AMC packages
Every inclusion, package by package, with the helpdesk in all three.
Managed IT or IT AMC
Where an AMC stops and managed IT starts, and how to tell which one your business needs.
How do you get your helpdesk price?
Tell us your users, Macs and servers. We recommend the right package and send your fixed yearly price in writing within 1 business day.
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