Service
Technical Support & IT Helpdesk Services Cyprus
A Cyprus-based technical helpdesk that protects your customer experience.
We provide dedicated Tier 1 and Tier 2 technical support for software, hardware, broadband and SaaS products, with structured triage, ticketing and escalation paths tailored to your environment.
What is included
- Tier 1 triage & Tier 2 troubleshooting
- Ticketing on your platform (Zendesk, Jira, Freshdesk)
- Defined SLAs and escalation matrix
- 24/7 or business-hours coverage
- Knowledge base build-out & maintenance
- ISO 27001 secured infrastructure
How we deliver
- 1
Environment assessment
We document your product, common tickets, tools and current SLA performance.
- 2
Runbooks & knowledge transfer
Joint workshops build runbooks, decision trees and a tested escalation path.
- 3
Soft launch
We handle a subset of ticket types before assuming full Tier 1 ownership.
- 4
Continuous improvement
Monthly trend reviews feed product fixes and knowledge base updates.
Expected outcomes
<30s
average speed of answer on priority queues
70%+
first-contact resolution on Tier 1 tickets
24/7
optional round-the-clock coverage
Frequently Asked Questions
Can you use our existing ticketing tool?
Yes. Our agents work inside your Zendesk, Jira Service Management, Freshdesk or custom platform — no data leaves your tenant.
How do you handle Tier 3 issues?
Tier 3 incidents are escalated to your engineering team via the agreed escalation matrix, with all reproduction steps and logs attached.
What SLAs do you commit to?
Typical Tier 1 SLAs: <30s ASA on priority queues, <2 min first response on chat, 70%+ first-contact resolution and 95% ticket resolution within priority-tier targets. All measured monthly and reported.
Do you offer 24/7 coverage?
Yes. We staff shifts around the clock including weekends and Cyprus public holidays, with pre-agreed surge capacity for major incidents or product launches.
Are your agents technically trained?
Yes. Our helpdesk analysts hold ITIL Foundation and product-specific certifications, with 40+ hours of onboarding on your product plus continuous learning against your knowledge base.
How is customer data protected?
We operate under ISO 27001 controls: role-based access, MFA, encrypted VPN, no local storage of customer data, full audit logs and a signed Data Processing Agreement with your DPO.
Can you build and maintain our knowledge base?
Yes. We author articles, decision trees and macros as new ticket patterns emerge, and review the knowledge base monthly with your product team to keep content accurate.
What ticketing volumes do you handle?
From 500 tickets/month for SMBs up to 50,000+/month for regulated enterprises and ISPs, with elastic staffing that flexes ±30% month-to-month against your forecast.
Do you support Greek and English callers?
Yes — all Tier 1 and Tier 2 support is delivered natively in both Greek and English, with additional languages (Russian, French, Arabic) available on request.
How do you handle major incidents (P1)?
P1 tickets trigger immediate war-room activation: incident commander assigned within 5 minutes, dedicated bridge line opened, and your on-call engineering team notified via the agreed escalation matrix.
What tools does your helpdesk use?
We work inside your Zendesk, Jira Service Management, Freshdesk, ServiceNow, Salesforce Service Cloud or custom platform, plus our internal QA and WFM tools for shift planning and coaching.
Can you support SaaS product releases and beta testing?
Yes. We ramp temporary capacity around release windows, run pre-release runbook training and provide structured feedback from tickets into your product backlog.
How is pricing structured for IT helpdesk?
We offer dedicated-seat pricing (fixed monthly fee per FTE), shared-pool per-ticket pricing, or hybrid models. Every proposal includes SLA credits so we pay when we miss targets.
Can you support government and regulated clients?
Yes. We already deliver helpdesk services under Cyprus government framework agreements, with ISO 27001, ISO 22301, security clearance for named agents and full audit trail for supervisory reporting.
How do I request a quote for IT helpdesk?
Call +357 22 398296, email info@callcentercyprus.com or use the contact form. We respond within 2 business hours with a tailored proposal covering scope, SLAs, tooling and price.
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.
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