Question 1

What does an outsourced IT helpdesk actually include?

Accepted Answer

An outsourced IT helpdesk gives your team a dedicated service desk for reporting and resolving IT problems. With Sereno, that includes a Partner Portal, live chat, scheduled call-backs, device and user support, vendor coordination, and proactive follow-up to prevent recurring issues.

Question 2

How fast do you respond to helpdesk requests?

Accepted Answer

Most requests receive an initial response within minutes during business hours. Urgent issues are prioritised and escalated immediately. Every request is tracked from start to resolution.

Question 3

How is this different from a generic MSP helpdesk?

Accepted Answer

Generic MSP helpdesks often rely on ticket queues and rotating staff. Sereno assigns a named team that understands your environment, your people, and your priorities, plus a dedicated Technology Advisor and quarterly reviews.

Question 4

Can we switch from our current helpdesk without disruption?

Accepted Answer

Yes. Sereno follows a structured onboarding process. In weeks one and two we audit your current setup and fix immediate pain points. By week four your helpdesk is fully transitioned with no downtime or disruption.

Question 5

What size of business is outsourced helpdesk right for?

Accepted Answer

Outsourced helpdesk works best for London businesses with 10 to 100 plus users who need reliable IT support but cannot justify a full internal team. The model scales with you as you grow.