L1
First Response
Tier 1: First Response
Password resets, account administration, desktop issues, and how-do-I questions, resolved on first contact wherever possible via remote desktop support.
24×7 IT support and monitoring
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24/7 Outsourced IT Support& Help Desk Services
When your team hits a technology problem at 2 p.m. or 2 a.m., the CHR 24/7 NOC answers the call. Our 24/7 outsourced IT support desk is staffed 100% by CHR employees, never subcontractors or offshore call centers, and serves as the single point of contact for every support request your business has. Part of our managed IT services suite.
Last updated: October 2026
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The Basics
What Is an Outsourced IT Support Desk?
One number to call, one portal to use: every issue logged, triaged, and owned until it's resolved.
Human support, around the clock
An outsourced IT support desk (or help desk) is a team of IT professionals your business hires to handle employee technology issues, such as password resets, application problems, server alerts, and outages, instead of staffing that function internally. CHR's Service Desk acts as the Single Point of Contact (SPOC) for all support requests: whether your staff calls in or submits a ticket through the CHR web portal, every request is logged, triaged by severity, and handled by the right specialist.
Our resolution processes follow ITIL (IT Infrastructure Library), the industry's best-practice framework for IT service management, so incidents, changes, and escalations follow a defined, auditable process rather than someone's best guess.
How It Works
How Our 24/7 Support Works
L2
Technical Escalation
Tier 2: Technical Escalation
Server, network, and application issues that need deeper skills: remote control of workstations and servers means most problems are fixed without a site visit.
L3
Specialist Engineering
Tier 3: Specialist Engineering
Complex infrastructure problems, vendor coordination, and root-cause work, with a defined escalation path, so nothing sits in a queue.
Can't be fixed remotely? We consult with you on resolution options, including onsite dispatch: workstation, server, and network troubleshooting, deployments, installations, and vendor meetings.
What's Included
What's Included in CHR's 24/7 IT Support
Service Desk
The single point of contact for every request, with the 24×7 NOC answering every call.
- 24/7 IT support & server monitoring
- After-hours critical support
- Incident remediation & resolution
- Incident & change management
- Vendor & escalation management
- User account administration
- Remote desktop support
- IT dispatch & procurement services
Server Management
Proactive care for the systems your whole business runs on.
- Proactive remediation for monitored conditions
- Patch management & license compliance
- Monthly server event log reviews
- Antivirus validation & virus scanning
- Active Directory management
- Exchange & Microsoft 365 management
- Azure & Amazon EC2 cloud servers
- VMware & Microsoft Hyper-V
24/7 PC Management
Your employees depend on their PCs in the office and on the road. CHR keeps every machine current on patches and antivirus protection, so your people operate at peak performance from anywhere.
- Current patch levels on every PC
- Up-to-date antivirus protection
- Office, remote & hybrid workers covered
- Remote control for faster remediation
One support model across people, PCs, servers, and networks.
The service desk stays the front door while specialists handle the infrastructure behind it.
Why CHR
Why Businesses Choose CHR's Support Desk
100% CHR Employees
Every engineer who answers is on our team, no subcontractors, no outsourced-again call centers. The person handling your ticket is accountable to the same standards on every call.
ITIL-Based Process
Triage, escalation, change management, and resolution follow the ITIL framework, the same discipline enterprise IT departments run on.
Severity-Based Response
Every ticket is triaged the moment it lands, with escalation paths defined in your agreement; an outage never waits behind a password reset. Critical incidents get a response within 15 minutes during business hours and 30 minutes after hours.
Compliance-Ready
Ticket histories, patch reports, and resolution records are produced as a by-product of how we work, evidence ready when your auditor or client asks.
FAQ
Frequently Asked Questions
What businesses ask most before handing their help desk to a partner, answered plainly.
Still unsure? Call 713-351-5196Who answers when we call at night or on weekends?
The CHR 24×7 NOC answers every call, not an answering service or voicemail box. After hours, on-call engineers respond to critical (P1) and high-priority (P2) incidents, and P3 and P4 requests queue for the next business day.
Is your help desk US-based?
No. CHR's help desk is not US-based, though it is staffed 100% by CHR employees. Our SOC (security operations center) is US-based. CHR is headquartered in Houston, Texas.
What's the difference between a help desk and a service desk?
A help desk reacts to user problems; a service desk, like CHR's, is the broader single point of contact for all IT (incidents, service requests, changes, and vendor coordination), run on ITIL practices.
Can you fix issues without visiting our office?
Most issues, yes. Remote control of workstations and servers lets us resolve the large majority of tickets remotely. When hands-on work is needed, we dispatch onsite support for troubleshooting, deployments, and installations.
How much does outsourced IT support cost?
Support desk services are included in CHR's flat monthly managed IT rate, no per-ticket fees and no after-hours surcharges. See our managed IT services page for how flat-rate pricing works.
Do you support remote and hybrid employees?
Yes. Our 24/7 PC management keeps machines patched, protected, and performing whether your people are in the office or on the road.
Ready for Support That Actually Answers?
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