One place for tickets
Portal, phone and mail. Staff do not check who is on duty today and do not text a private number. The ticket has a due date and a person who closes it.
Someone cannot print a contract, someone else cannot log in after a password change. Instead of hunting for the person who handles it, the employee writes to one place and the ticket gets a number, a deadline and an owner. We do not send you back to the printer vendor or the network company: if the cause sits deeper, in a server, a firewall or a licence, we handle it ourselves as part of IT support. Broader IT support for companies is described separately.
Documentation of your environment is written with the tickets and belongs to you. Leave or a resignation no longer stops the company. For hardware tickets we report the fault to the manufacturer and chase the repair date, including on Lenovo computers. The request portal itself we usually run on Jira Service Management, where you pay for the people handling cases rather than the people reporting them.
We work remotely across Poland and on site mostly in the Wielkopolska region: we run the IT helpdesk in Poznan, Kalisz and Konin, among other places.
The scope stays the same no matter how many tickets land in a given month. This is not a hotline that closes a ticket after a restart, and every card links to the page that goes into detail.
Portal, phone and mail. Staff do not check who is on duty today and do not text a private number. The ticket has a due date and a person who closes it.
A new desk, a fault, a machine crawling, updates. Most jobs we close remotely the same day, and when someone has to be on site, we book the visit.
Print queues, drivers, scanners and the small things that stop an office for half a day even though they do not look like a serious fault.
Active Directory and Entra ID: accounts, groups, MFA, unlocks. A new hire gets access by role, not by who remembered the admin password.
Mailboxes, passwords, office network, VPN and access from home. If the job drops into the firewall or a server, we finish it ourselves.
Hardware, accounts and access ready for day one. When someone leaves, we take back rights and equipment, so nobody outside reads company data a month later.
Every IT company promises a response time these days, so the figure on its own says little. We break it into the three things that actually decide when somebody gets back to work.
Within 30 minutes for a critical failure, 15 on the Enterprise plan, during the hours set in the contract. That is the moment somebody takes the ticket and starts work on it, not the moment of repair. We say so plainly, because confusing the two is the commonest reason people end up disappointed with IT support.
What matters to an employee is whether they can work, not whether the cause has already been removed. So we first provide a working detour: printing from another station, a spare laptop, access by another route. The cause is closed afterwards, without somebody standing over the desk.
Some tickets wait on somebody else: the manufacturers service, the telecoms operator or the author of a trade system. We then run the case, chase the date and say where it stands, but we do not promise another firms repair time. A promise we do not control would not survive the first serious outage anyway.
Once a month you get a report: how many tickets came in, how many we closed on time and which matters kept coming back. That last point is the important one, because a recurring ticket usually means a cause sitting further down: worn out hardware, a mess in permissions, or a process asking to be automated. We then propose closing the cause rather than building another detour. If you are already our client, send requests through the channel in the contract rather than the contact form, because only there do they carry a deadline.
Some jobs that look like a printer or a slow PC end up in the network, a server or permissions. We do not look for another vendor then, we carry it on ourselves.
A slow network, disk space running out, a server past warranty. We take it under infrastructure, together with monitoring and backups.
Microsoft 365, Google Workspace and Atlassian. We tidy up permissions and licences instead of adding one more exception with every ticket.
Access to a folder, a project or a mailbox. In Aclovo an employee files a request, the resource owner approves it, and the permission is granted automatically.
We work most often with law firms, accountancy offices and manufacturing companies. The helpdesk scope stays the same, what changes is what hurts most in a given industry. If the decision covers the whole of IT rather than the requests alone, we compare the models under IT support for companies. If your industry is not on that list it usually changes nothing; a separate page sets out the four questions that genuinely differentiate the work, and the rest, which is the same everywhere.
You do not have to hand over all of IT at once. We start with what is missing most: hands on first line, or somebody who takes responsibility for the whole thing.
Your people stay. We take overflow tickets, Entra ID and the work the team will not finish in the evening.
Helpdesk sits inside managed IT with servers, backups and monitoring. One owner, one contract, one month notice.
We do not switch on a portal and vanish. First we learn what breaks most often and who can reach what.
We list workstations, printers, accounts and ticket channels. We check what lives in one head only. You get the list whether or not you continue.
Portal, phone and mail. Staff get one address and one instruction. The old route of writing to the one IT person stops being the only path.
We run tickets to the end. Critical incidents have a response time in the contract. The rest have a due date, not whenever we can.
After changes we update the documentation. From time to time we look at tickets that return, and we close the cause, not only the symptom.
Two projects from the first line of support: what we found, what we changed and what it gave. We do not name the clients, because they do not agree to publication.
A law firm asks about access to case files, an accounting office about filings at the end of the month, a plant about a workstation on the line that cannot stand still. The scope of the first line stays the same, what changes is what hurts most in a given industry.
No. Companies without an IT team take helpdesk on the retainer, with servers and backups. If you already have an engineer, they stay. We take first line or the work they cannot finish.
Through the portal, by phone or by mail. Every ticket gets a number and a person who owns it. We do not leave jobs in the private inbox of one engineer.
We carry it on. Servers, network, backups and systems are in the same offer, so we do not pass the ticket to another company and wait for their free slot.
The standard is a response to critical incidents within 30 minutes, 15 in the Enterprise package, during the hours written into the contract, and most tickets are closed remotely the same day. If your company works in shifts or runs a system that has to stay up at night, we run the helpdesk around the clock. We price that separately, because a night shift costs regardless of how many tickets come in.
On a retainer the helpdesk is part of IT support from PLN 2,500 per month, together with servers, backups and monitoring. As support next to your own IT team we price it after reviewing your tickets and the number of workstations, because the cost depends mostly on how many cases come in each month and whether on-site visits are needed. You get the quote before we start, not after the first month.
We launch the ticket channel in the first week, right after listing the workstations, printers and accounts. Employees get one address and one instruction, and the old route stays open for a while so nobody is left with a problem and no answer. We complete the full picture of the environment during the first weeks of work.
No. The retainer depends on the number of people, servers and systems rather than on how many matters come up in a given month, so nobody at your end wonders whether a problem is worth a phone call. Charging by the ticket spoils a first line, because people stop reporting small things and we only hear about them at the outage. Work beyond the agreed scope, deploying a new system for instance, is quoted up front and started once you accept.
The same small group of people who know your environment, not a random call centre consultant reading from a script. Every client has their own lead, but the documentation is shared, so one persons holiday or illness does not start the conversation from scratch. Nobody asks what server you run or who holds which permissions, because it is written down.
The first meeting takes 30 minutes and commits you to nothing. We will tell you straight whether we can help and what we would propose.
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