Service Desk & Help Desk

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24/7 Support. Lifecycle Visibility. Centralized Control.

GMI’s Service Desk & Help Desk deliver end-to-end IT support that adapts to your environment and scales with your needs. As a Secure Managed Services Provider™, we take a security-first, user-focused approach to resolving technical issues, minimizing downtime, and streamlining IT operations. Whether you need a fast incident response or a long-term support strategy—GMI is built to deliver both.

WHAT WE DO

Our Help Desk is your rapid-response team for daily support issues. Our Service Desk offers deeper lifecycle management, proactive monitoring, and strategic escalation. Combined, they form a resilient, 24/7 support system designed to relieve your internal IT team while improving user experience and operational continuity.

Key Capabilities:

Core Support Functions Include:
24/7 end-user support for device issues and SOPs
Ticket resolution in 15 minutes or less for common Help Desk incidents
Lifecycle planning and strategic support from the Service Desk
Workstation health and availability monitoring
Patch management for OS and third-party applications
Active Directory and user management
Microsoft 365 and Google Workspace troubleshooting
Configuration and OS-level troubleshooting
SOP execution for third-party apps (up to 25 supported)
Remote monitoring and endpoint access via ConnectWise Automate
Proprietary asset management powered by Tidal: centralized IT inventory control, lifecycle visibility, and support coordination

Why It Matters

Combining rapid Help Desk responsiveness with a full-scale Service Desk strategy, GMI reduces friction across your organization. We help your teams work faster, minimize IT disruption, and free up internal resources to focus on innovation—not repetitive support.

Client Impact
When Terros Health, a non-profit healthcare provider, needed help scaling IT support, GMI stepped in. With 24/7 Help Desk services, we absorbed L1 tickets and delivered peace of mind to their internal team, allowing them to refocus on their strategic goals.

“GMI has treated us better than any other security company we’ve ever worked with before. It’s not GMI working for Terros—it’s GMI working with Terros.”
— Director of IT, Terros Health

What Sets Us Apart

24/7 live support from certified U.S.-based technicians
Fast Help Desk response and incident resolution
Proactive Service Desk monitoring and process execution
Real-time SLA tracking and performance dashboards
Reporting and recommendations to improve IT operations
Scalable support model aligned with your business growth
Tidal-powered asset tracking and lifecycle control

Secure by Design. Adaptive by Nature.

Your Service Desk and Help Desk aren’t standalone—they’re embedded into GMI’s broader ecosystem of secure IT operations. Integrated with our Network Operations Center (NOC) and Security Operations Center (SOC), your organization benefits from full-stack protection, visibility, and support from day one.

Let's Talk

Let GMI help you reduce IT burdens and improve service delivery across your entire organization. Book a Consultation to learn how our SMSP model is built to support you—now and in the future.