Managed IT Support Services, CARE IT TOTAL+ – Your Business can Rely on.
From proactive monitoring to end-user assistance, we’ve got your IT covered. Explore our wide range of services designed to keep your business running smoothly.
BEST IT SERVICE DESK SUPPORT
PROFessional support
24/7 Availability
A great Service Desk is available round-the-clock, ensuring support is always accessible, no matter the time or day.
Fast Response Times
Guarantees quick response times, with clear SLAs (Service Level Agreements) for different types of issues.
Proactive Monitoring & Alerts
Monitors systems proactively and alerts clients to potential issues before they escalate.
Knowledgeable & Certified Technicians
Staffed by highly trained, certified professionals with expertise in a wide range of IT systems and tools.
Robust Ticketing System
Uses a reliable ticketing system to log, track, and prioritize support requests efficiently.
Comprehensive Reporting
Provides detailed reports on support activities, including resolution times, issue trends, and system performance.
Escalation Management
Has a clear escalation process for complex issues, ensuring they are handled by the right experts.
Multilingual Support
Offers support in multiple languages to cater to a diverse client base.
CARE IT TOTAL+
Our support packages focuses on QUALITY CARE solutions. Small offices will gain immediate support to ensure they are positioned for success while larger enterprises can select from 365 days 24/7 care that allows for the maximum amount of up-time. Our customers generally receive same day service and benefit from phone, remote and onsite support.
Dual Layer IT provides three categories of services ranging from pay as you go, reactive and proactive solutions. Our goal is to give clients exactly what they need to remain competitive in the marketplace. The service desk provides incident support via phone, email and remote. All major operating systems and applications are supported.
Managed IT Service Desk Support
Our Managed IT Service Desk Support is a comprehensive solution designed to handle all aspects of IT support and maintenance for businesses. Our Managed IT Service Desk Support provides businesses with a reliable, proactive, and scalable solution to handle all their IT needs. Available 24/7, our expert team offers round-the-clock monitoring, rapid issue resolution, and end-user support to ensure minimal downtime and maximum productivity. Our service desk helps with routine day to day business operations.
IT Asset Management
Our IT Asset Management service provides complete visibility and control over your hardware, software, and licenses. We track, monitor, and optimize your IT assets to ensure they are up-to-date, properly utilized, and compliant with licensing agreements. From procurement to retirement, we manage the entire lifecycle of your assets, reducing costs and minimizing risks. With detailed reporting and inventory management, we help you make informed decisions about your IT investments.
Security Monitoring & Response
Our IT Security Monitoring and Response service ensures your business is protected against evolving cyber threats. We provide 24/7 monitoring of your systems, networks, and endpoints to detect vulnerabilities, malware, and suspicious activities in real time. Our expert team responds swiftly to incidents, mitigating risks and minimizing potential damage. With advanced tools and proactive threat hunting, we strengthen your security posture while ensuring compliance with industry standards.
Reporting & Analytics
Our Reporting and Analytics service provides you with clear, actionable insights into your IT environment. Through detailed reports on system performance, issue resolution times, security trends, and asset utilization, we help you make informed decisions to optimize your IT infrastructure. These insights enable proactive problem-solving, cost savings, and improved operational efficiency. With our transparent and data-driven approach, you gain greater control over your IT investments, ensuring they align with your business goals and drive long-term success. Let us turn data into your competitive advantage.
Tailored Support Services
Our Tailored Support Services are designed to meet the unique needs of your business. We take the time to understand your workflows, goals, and challenges, delivering customized IT solutions that align with your specific requirements. Whether it’s personalized help desk support, specialized software assistance, or industry-specific IT strategies, we ensure your technology works for you. With flexible and scalable services, we adapt as your business grows, providing consistent, high-quality support that enhances productivity, reduces downtime, and drives your success. Your business is unique—IT support should be too.
Multi Channel Support
Our Multi-channel IT support services provide customers with seamless access to assistance through various platforms, including remote support, phone consultations, proactive callbacks, and follow-up support. This approach ensures that our clients receive timely and effective solutions tailored to their needs. By offering multiple communication channels, we enhance customer satisfaction, reduce downtime, and foster stronger relationships. This comprehensive support strategy empowers businesses to focus on their core operations while enjoying peace of mind regarding their IT infrastructure.
Our Work
Helpdesk Services
Seamless Support for a Global Financial Company
Client
A financial services company with over 200 employees across multiple countries.
Challenge
The client had offices in four different countries and facing a significant challenge in managing their helpdesk. They needed support for trading floor and backend support for infrastructure.
- Partnering with an experienced MSP to handle global IT support with expertise and efficiency.
- Implementing a 24/7 IT helpdesk support system to cater to the firm's needs across different time zones.
- Setting up multiple support centers strategically located to ensure continuous coverage for all office locations.
- Utilizing advanced ticketing systems and a centralized communication platform to manage and distribute support requests efficiently.
- Ensuring prompt resolution of IT issues by the nearest available support team, regardless of the issue's origin
- Employees experienced a significant decrease in downtime due to technical issues, leading to enhanced productivity and efficiency.
- Clients received uninterrupted and high-quality service, boosting their employee and business performance
- The centralized communication platform enabled better tracking and reporting of IT issues, providing valuable insights for continuous improvement.
Service Desk Support
Multiple Offices Service Desk Support
Client
A global enterprise with over 500 employees across multiple offices in Asia and Middle East relied heavily on a centralized IT to support its workforce.
Challenge
One of the biggest challenges was lack of a streamlined escalation process. Employees frequently encountered delays in issue resolution, as Level 1 support requests were not efficiently categorized or escalated to higher-level IT teams.
- 24/7 Remote Support & Multi-Channel Access – Employees received IT helpdesk assistance via phone, remote access, and a dedicated ticketing system.
- Defined Escalation & Compliance Processes – Dual Layer IT followed all customer IT policies and established clear escalation paths for Level 2 and higher-level issues.
- Time Zone Adaptability – Dual Layer IT’s service desk was aligned to support various time zones
- Dual Layer IT built documentation and procedures in conjunction with client’s IT to streamline support process.
- the customer experienced significant improvements in IT support efficiency and user satisfaction.
- Response times were reduced, ensuring faster issue resolution and minimal disruptions to daily operations.
MS Azure Support
Full Cloud Infrastructure & Support for a Logistics Firm
Client
A logistics company managing a complex supply chain with operations across multiple regions.
Challenge
The client needed a fully cloud-based infrastructure to support their growing operations, including virtual machines, load balancing, and compliance with industry regulations, support and maintenance.
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Designed and deployed a fully managed Azure infrastructure, including:
✅ Azure Virtual Machines for hosting critical applications.
✅ Azure Load Balancer for traffic and high availability.
✅ Azure Files for secure, scalable file storage.
✅ Azure Backup and Site Recovery for disaster recovery. - Configured Azure Security Center for continuous monitoring and threat detection.
- Provided ongoing management and maintenance
- Improved operational efficiency with a scalable, high-performance cloud infrastructure.
- Enhanced security and compliance with built-in Azure tools and Dual Layer IT's expertise.
- Ongoing support , maintenance and helpdesk services for client
FAQ
What is included in the Care IT Total+ support packages?
Care IT Total+ offers comprehensive IT support solutions tailored to businesses of all sizes. Services include 24/7 availability, fast response times, proactive monitoring and alerts, knowledgeable and certified technicians, a robust ticketing system, comprehensive reporting, escalation management, and multilingual support. These features ensure that businesses receive immediate assistance and maintain maximum uptime.
How does the 24/7 Service Desk support benefit my business?
The 24/7 Service Desk ensures that support is always accessible, regardless of the time or day. This round-the-clock availability guarantees that any IT issues are addressed promptly, minimizing downtime and maintaining business continuity.
What is IT Asset Management, and why is it important?
IT Asset Management provides complete visibility and control over your hardware, software, and licenses. By tracking, monitoring, and optimizing IT assets, businesses can ensure they are up-to-date, properly utilized, and compliant with licensing agreements. This service helps reduce costs and minimize risks associated with IT asset management.
How does Security Monitoring & Response protect my business?
Security Monitoring & Response involves 24/7 monitoring of systems, networks, and endpoints to detect vulnerabilities, malware, and suspicious activities in real-time. The expert team responds swiftly to incidents, mitigating risks and minimizing potential damage, thereby strengthening your security posture and ensuring compliance with industry standards.
What kind of reporting and analytics are provided?
The Reporting and Analytics service offers detailed reports on system performance, issue resolution times, security trends, and asset utilization. These insights enable proactive problem-solving, cost savings, and improved operational efficiency, helping businesses make informed decisions to optimize their IT infrastructure.
Can the support services be tailored to my business's specific needs?
Yes, Dual Layer IT offers Tailored Support Services designed to meet the unique needs of your business. They take the time to understand your workflows, goals, and challenges, delivering customized IT solutions that align with your specific requirements, including personalized help desk support, specialized software assistance, or industry-specific IT strategies.
Why Choose US?
20+ Years of Expertise
With over two decades of experience in cloud computing and IT solutions, we’ve helped businesses like yours navigate the complexities of technology and achieve their goals.
Regional Presence, Local Expertise
We understand the unique needs of businesses in your region and have the local expertise to ensure compliance with regional regulations and standards.
Scalable Solutions
Whether you’re a small business or a growing enterprise, our solutions are designed to scale with your needs.
Trusted Partnership
When you work with Dual Layer IT, you are not just getting a service provider - You are gaining a trusted partner.
Compliance Made Easy
We ensure your cloud solutions meet local and global regulatory requirements, including GDPR, HIPAA, PCI-DSS, and more, so you can operate with confidence.
24/7 Support
Our team is always available to monitor, troubleshoot, and optimize your systems, ensuring maximum uptime and performance.
End-to-End Managed Services
From setup and configuration to ongoing support, Dual Layer IT fully manages all solutions, so you don’t have to worry about the technical details.
Our Customer-First CARE IT TOTAL+ Support for your business
As your company grows, we grow with you, as your needs change, we change with you. Contact us to explore our packages to determine what is best for you and one of our Account Representatives will contact you within 24 to 48 business hours.