Support IT icon

Helpdesk & Field Services Solutions

Service all your Global Business Locations and Remote Staff with 24/7/365 Support

Support IT™ is Jolera’s award-winning global service desk team available 24/7/365 in multiple languages.

Both our help desk and onsite services are staffed by a carefully curated team of technical support experts. Our team’s goal is to provide an exceptional service experience to customers of any size.

We offer full turnkey support desk services for an entire organization or can customize our offering to specific applications, locations, or countries.

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A modern IT Service Management (ITSM) Solution to help your clients focus on their business!

Our award winning technical support services are available globally, in multiple languages, 24/7/365. Help Desk and Field Services solutions are managed by a team of technical support experts, with a goal to deliver an exceptional service experience to customers of any size. Access to industry-leading tools and innovative training allow our experts to deliver modern ITSM solutions that focus on unique customer needs.

*Effective FCR adjusted for uncontrollable factors that disallow the potential for resolution at the first contact.

User Supported

%

FIRST CALL RESOLUTION*

LIVES IMPACTED

The MSP for MSPs

Becoming a Partner is Easy – Start as Early as Today

Onsite and Remote Hands-On Assistance

Our robust processes, highly competent technical team and technology tools are leveraged together to offer incomparable service guarantees. As part of our service, we offer MSPs and channel partners technical support remotely for all inquiries or onsite global dispatch services.

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Multilingual Help Desk Support

We help MSPs and channel partners serve more than 50,000 users globally. With our first contact resolution (FCR) sitting at an astonishing high value of 92% you will have your staff back work quickly. One of the key reasons we can do this is because we assign you the correct support individual to immediately resolve issues. You can receive support and view ticket interfaces in the following languages: English, French, Portuguese, and Spanish.

Ticket Management with SLA

No matter how the end user connects with our help desk team, the entire process is tracked every step of the way. Our time enforced SLA ensures that you experience a significantly reduced resolution time. Track ticket management using our customer ticket dashboard to view automated status reports with feedback ratings.

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Flat Fee User Pricing

One of the challenges MSPs and channel partners deal with is finding ways to help the businesses they support obtaining a secure and stable IT infrastructure. Access to a premium-level help desk service that understands the powerful user support demands of applications at a reasonable cost. The advantage of the Support IT platform is that the pricing structure is based on a fixed monthly rate per user and our support services can be utilized as much as needed.

Jolera offers MSPs and IT solution providers exactly what clients are looking for – the next generation of managed services. Fully equipped with experienced industry experts, Jolera offers products designed for all of your security, cloud, management, and migration needs. By partnering with Jolera, you will receive more than two decades worth of IT and management expertise in your next service package helping you to dramatically improve your overall customer experience.

Additional Benefits of Support IT

Receive these added features when you use our Help Desk service

FLEXIBLE APPLICATION SUPPORT

Our team is consistently training and adding to their list of supported applications, tools, and services know-how.

HELPDESK INTEGRATION

We can easily integrate our help desk solution into an existing or new architecture.

SOC 2 COMPLIANCE

The controls, procedures, and personnel involved in Support IT™ adhere to industry best practices.

OFFICE APPS SUPPORTED

The entire Microsoft 365 Suite is included in our support, as well as critical business apps such as Adobe Reader.

THREE TIER SUPPORT

Support IT™ has three tiers of help desk support available to clients that can support all their needs.

USER SATISFACTION POLLING

Using 1-click email surveys, we have efficiently been able to improve our service based on your feedback.

Frequently Asked Questions

How many tickets can a user open with Support IT Silver?

There is NO limit on the number of tickets you can open for this solution. 

What are the operating hours for this service?

We operate 24/7/365. We’re a team that never sleeps!

What are the languages you can support?

You can receive support and view ticket interfaces in the following languages: English, French, Portuguese and Spanish.

With regards to LOB applications e.g. Salesforce, as part of adding a new user to the org, that user needs a new login account for it. Can the service handle account creation in those systems?

Yes we can, however, process documentation for fulfilling such requests would be required and captured during the onboarding stage.

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Partners

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A collective built to make MSPs thrive. Jolera’s partner program offers flexibility to engage with us on your terms.

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Combining best in class technology, award-winning services, subscription-based billing and a globally proven approach.

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Our core values not only shape our culture but inform our commitments to clients, associates, and partners alike.

Solutions to Grow Your Business

We've got you covered with our comprehensive portfolio of solutions.

Cybersecurity Solutions

Cyber Incident Response
Endpoint Detection and Response
Firewall Security
Mail Security
Penetration Testing Services
Security Baseline Assessment
User Defence
Vulnerability Detection Response
Wi-Fi Security

Backup & Recovery Solutions

Hybrid Backup
Enterprise Backup
Mail Archiving

Helpdesk & Field Services Solutions

Monitoring and Management Solutions

Professional Services & Consulting Solutions

Public and Private Cloud Solutions

Azure Management and Monitoring
Microsoft 365 Administration
Private Cloud
Microsoft CSP

Your Partner in Digital Transformation

Helping the Next Generation of MSP and IT Solution Providers Transform and Grow

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Partnership Overview

Jolera’s partner program offers flexibility to engage with us on your terms. We have spent more than two decades building award-winning best in class partner enablement and turnkey end-customer solutions for you.

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Partner Program

Jolera has three partner programs to choose from: Select, Preferred and Premier.

Learn About Us and The Legacy We Have Created

At Jolera, we treat each MSP partner with specialized care. With more than 20 years of IT experience, we offer the latest technology to navigate cloud, security, endpoint, and storage needs.

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About Us

Jolera is widely recognized as a global managed services leader. We started as managed services provider over 20 years ago and have been at the forefront of managed services innovation ever since.

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Our People

As a service provider our main goal is to make the customer happy. For that final goal, we need passionate and happy people working with us – Our People Are Our Biggest Asset.

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Our Leaders

We are performance driven at the core - tying together best of breed technology and industry leading expertise with pragmatic processes built to deliver outcomes.

Meet Our Leaders!