Question 1

What does an IT support helpdesk include?

Accepted Answer

An IT support helpdesk gives your team a structured way to report and resolve IT issues. With Sereno, the helpdesk sits within a broader managed IT service — so alongside day-to-day support you also get security oversight, device lifecycle management, vendor coordination, and strategic quarterly reviews.

Question 2

How fast do you respond to helpdesk requests?

Accepted Answer

Most requests receive an initial response within 60 minutes during business hours. Urgent issues are prioritised and escalated immediately.

Question 3

What makes Sereno different from other helpdesk providers?

Accepted Answer

You get a dedicated Technology Advisor who knows your environment and owns your service outcomes. Support engineers have full documentation so they can resolve requests quickly without asking you to repeat yourself.

Question 4

Can you support Mac and Windows?

Accepted Answer

Yes. Sereno supports Mac, Windows, and mixed environments. Device setup, patching, maintenance, and software provisioning are all included.

Question 5

What size business is this right for?

Accepted Answer

Sereno's IT support helpdesk is designed for London businesses with 10 to 100 plus users who need reliable, responsive IT support but cannot justify a full internal IT team.

Question 6

What happens after I submit the form?

Accepted Answer

Sereno will review your enquiry and typically respond within 60 minutes during business hours. If there is a strong fit, the next step is a short conversation to understand your environment and priorities.

Question 7

Is this just a helpdesk, or do you manage IT more broadly?

Accepted Answer

Sereno is a managed IT partner. The helpdesk is how your team gets day-to-day support, but behind it we manage security, devices, users, vendors, and ongoing improvement. You get one team responsible for everything.