Service
Help Desk Cyprus — IT Support & Τεχνική Υποστήριξη
A Cyprus help desk that actually resolves tickets — Level 1 & Level 2, bilingual, ITIL-aligned.
A help desk is judged on two things: how quickly a user gets picked up, and how often the first agent resolves the ticket. We run outsourced help desks for Cyprus government departments, banks, universities, healthcare groups and mid-market enterprises — bilingual Greek/English L1 and L2 agents, ITIL-aligned processes, and native integration with ServiceNow, Zendesk, Jira Service Management and Freshdesk. Tickets are triaged in seconds, resolved on first contact wherever possible, and escalated with full context when they need your engineers.
What is included
- Level 1 triage & password/account issue resolution
- Level 2 application, network & endpoint troubleshooting
- ITIL-aligned incident, request & problem management
- Ticketing integration: ServiceNow, Zendesk, Jira SM, Freshdesk, ManageEngine
- Remote-support tooling (TeamViewer, AnyDesk, Bomgar/BeyondTrust)
- Knowledge-base authoring & self-service enablement
- 24/7 shift cover with weekend & holiday SLAs
- Monthly incident-trend reporting with root-cause insight
How we deliver
- 1
Service catalogue & ITSM audit
We audit your existing service catalogue, ticket categories, SLAs and top 30 ticket types.
- 2
Runbook & knowledge-base build
Bilingual runbooks and KB articles for the top 80% of ticket volume before go-live.
- 3
Agent certification
ITIL Foundation-aligned certification plus your product/systems certification.
- 4
Pilot with parallel Tier-2
2-4 weeks with your existing L2/L3 shadowing to calibrate escalation criteria.
- 5
Continuous improvement
Monthly incident-trend and top-N reports drive KB expansion and shift-left initiatives.
Expected outcomes
80%+
first-contact resolution at L1 for mature runbooks
<3 min
average speed of answer on priority incidents
24/7
ITIL-aligned help desk with weekend & holiday cover
Frequently Asked Questions
Do you cover both Level 1 and Level 2 support?
Yes. L1 handles the majority of tickets (password resets, access, standard how-tos). L2 handles application configuration, endpoint troubleshooting, mobile-device support and networking basics. L3 stays with your engineers or vendors; we hand over with full diagnostic context.
Are you ITIL-aligned?
Yes. Every help-desk agent completes ITIL v4 Foundation-aligned training. We follow ITIL processes for incident, request, problem and knowledge management, with change management coordinated with your CAB.
Which ITSM tools do you work with?
ServiceNow, Zendesk, Jira Service Management, Freshdesk, ManageEngine ServiceDesk Plus and Microsoft-native (Dynamics/D365 Customer Service). We can also work inside a custom in-house ticketing system with a documented API.
How do you handle out-of-hours and weekend incidents?
Our 24/7 shift model covers nights, weekends and Cyprus public holidays with tiered SLAs. Priority-1 incidents are picked up in under 3 minutes any time of day; standard tickets follow your business-hours SLA.
Can you handle end-user support in Greek only?
Yes. Many public-sector and healthcare help desks operate primarily in Greek, with English fallback for international vendors. All L1/L2 agents are native Greek speakers with full technical vocabulary in both languages.
How do you protect user data and endpoints?
Agents work from our ISO 27001 facility on locked-down endpoints with disabled removable media and DLP-monitored sessions. Remote support to end-users is via audit-logged BeyondTrust/Bomgar or your tool of choice.
Can you author our knowledge base?
Yes. New KB articles are drafted from real ticket resolutions and reviewed by your subject-matter experts. A mature program typically ships 15-30 net-new bilingual KB articles per month.
Are you GDPR compliant and EU-resident?
Yes. All operations run from our Cyprus (EU) facility under ISO 27001 information-security and ISO 9001 quality certifications. We sign a full DPA, keep guest and customer data inside the EU, and never sub-contract offshore.
How quickly can we go live?
A standard onboarding — discovery, agent training, system integrations and pilot — takes 3 to 6 weeks depending on scope. Urgent government or crisis-response engagements can be live in 5 to 10 working days.
How do I request a quote?
Call +357 22 398296, email info@callcentercyprus.com, or use our contact form. You will receive a scoped proposal with pricing bands within two business days.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.