McDorcis Solutions
Technical Support & Help Desk

Resolve. Support.
Scale.

Free up your senior IT staff for strategic work with multi-tiered support — <2 minute response times and 95% first-call resolution. For a telecoms client, our RPA and AI cut average resolution time by 40%.

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PhoneEmailChatRemotePortal
Why Choose Us

From challenges to solutions

Support Challenges

  • Internal teams overwhelmed with routine technical issues
  • System maintenance consuming valuable resources
  • Senior IT staff unable to focus on strategic initiatives
  • Inconsistent support quality and response times

Our Solutions

  • Multi-tiered support structure with specialized expertise
  • 24/7 help desk operations with guaranteed SLAs
  • Automated ticket routing and escalation procedures
  • Knowledge base management and self-service portals
40% faster average resolution (telecoms)
<2 minute average response time
95% first-call resolution rate
24/7 multilingual support
What We Deliver

Multi-tiered support services

24/7 Help Desk Support

Round-the-clock technical assistance with immediate response times and expert resolution of IT issues across all systems.

24/7 availabilityMulti-channel supportImmediate responseExpert technicians

Remote Troubleshooting

Secure remote access capabilities to diagnose and resolve technical issues quickly without on-site visits.

Remote diagnosticsSecure accessQuick resolutionMinimal downtime

User Training & Support

Training programs and ongoing support to equip your employees with the technology skills they need.

Custom trainingUser guidesVideo tutorialsOngoing support

System Maintenance

Proactive system maintenance and updates to prevent issues and ensure optimal performance of all IT systems.

Proactive maintenanceSystem updatesPerformance optimizationPreventive care

Ticket Management

Advanced ticketing system with automated routing, prioritization, and escalation for efficient issue resolution.

Automated routingPriority managementEscalation proceduresStatus tracking

Multilingual Support

Support services available in multiple languages to serve diverse user bases and global operations.

Multiple languagesCultural awarenessGlobal coverageLocal expertise
Escalation Path

Multi-tiered support structure

1
Level 1

First-Line Support

Initial contact for all technical issues with basic troubleshooting and common problem resolution.

  • Password resets
  • Basic troubleshooting
  • Software installation
  • User guidance
2
Level 2

Technical Specialists

Advanced technical support for complex issues requiring specialized knowledge and deeper investigation.

  • Complex troubleshooting
  • System configuration
  • Network issues
  • Application problems
3
Level 3

Expert Engineers

Senior technical experts handling critical issues, system architecture problems, and escalated cases.

  • Critical system issues
  • Architecture problems
  • Vendor escalations
  • Root cause analysis
Reach Us

Multiple support channels

Access support through your preferred communication method, any time of day.

Phone Support

Direct voice communication

Email Support

Detailed written assistance

Live Chat

Real-time text support

Remote Access

Direct system assistance

Self-Service Portal

24/7 knowledge base access

Mobile App

Support on-the-go

Support Metrics

Live
<2min
Response Time
Average initial response
95%
First-Call Resolution
Issues resolved on first contact
24/7
Support Coverage
Round-the-clock availability
99.5%
Customer Satisfaction
Client satisfaction rating
$mcdorcis support start--team"your-company"

Ready to upgrade your IT support?

Get a support assessment and see how our help desk can resolve issues faster and free up your internal team for strategic work.

Get Free AssessmentSchedule Consultation
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202, Madonna House,
Westlands Road,
Westlands,
Nairobi, Kenya

T: +254704093039

E: info@mcdorcis.com

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@mcdorcis.com 2026

emailinfo@mcdorcis.com
email+254704093039