L1, L2, and L3 multi-channel support across email, phone, portal, Teams, and WhatsApp - delivered in Arabic and English with SLA-driven response and resolution targets.
DynamicUnit's IT helpdesk is staffed 24 hours a day, 365 days a year - with documented shift handoffs, not a voicemail-and-call-back arrangement. L1 engineers handle the high volume of password resets, software issues, and account requests. L2 escalates into deeper troubleshooting. L3 brings in specialists for complex incidents and root-cause analysis.
Every ticket flows through a single ITSM platform with SLAs configured per priority, business hours, and customer. End users get a branded portal in Arabic and English; managers get monthly reports on volume, response, resolution, CSAT, and recurring incident themes.
The helpdesk integrates naturally with our endpoint management, security operations, and NOC - so an incident raised by a user can flow seamlessly into infrastructure investigation when needed.
Customer benefit
End users get rapid, professional support in the language they prefer. Managers get measurable SLA performance, recurring-issue trend analysis, and improvement recommendations - not just a ticket queue.
Remote and hybrid users across multiple GCC cities needing fast, channel-agnostic support throughout the working day and after hours.
BFSI, healthcare, and government organisations needing audit-grade ticket trails, formal change records, and SLA reporting.
Multi-branch operations with extended trading hours and seasonal peaks requiring elastic capacity outside core business hours.
Universities and schools supporting staff, faculty, and students across multiple campuses with distinct policies per user group.
Email, phone, self-service portal, Microsoft Teams, and WhatsApp - users reach us however they prefer.
Priority-based response and resolution targets with automated escalation when SLAs are at risk.
Account creation, modification, MFA support, and privileged-access management requests handled to documented runbooks.
Native bilingual engineers and portals - critical for GCC end-user adoption.
Every resolved ticket triggers a short customer satisfaction survey with trend analysis in monthly reports.
Monthly reports highlight ticket categories, recurring issues, and improvement opportunities for executive review.
Staffed shifts with documented handoffs - not after-hours forwarding or voicemail-and-callback. Critical incidents get a human within minutes.
Helpdesk engineers fluent in Arabic and English - not just a translation layer. Portal, knowledge base, and communications are bilingual end-to-end.
When a user reports a slow application, we can see the underlying server, network, and endpoint state - because the same team runs the infrastructure.
Monthly recurring-issue analysis drives knowledge-base growth, runbook updates, and proactive fixes - the queue gets smaller over time, not larger.
Ticket trails, change records, and access management aligned to SAMA, NCA, CBUAE, CBB, and ISO 27001 audit requirements.
User contacts the helpdesk via their preferred channel; ticket is created, classified by priority and category, and acknowledged within SLA.
L1 engineer attempts resolution against documented runbooks. Most password, account, and software issues resolve here within minutes.
Complex issues escalate to L2 or L3 specialists - with full ticket history, asset context, and integration into NOC and security teams when needed.
Ticket closed with documented resolution; CSAT survey sent; metrics roll into monthly SLA and trend reports.
Talk to us about scope, SLAs, and how this module fits with the rest of your IT operations.
