Helpdesk & ITSM
Tier-1 support at scale.
Migradia's managed helpdesk provides first-contact resolution, automated triage, self-serve knowledge articles and ITSM platform management, freeing your internal IT team to focus on higher-value work. We integrate with your existing ITSM platform or deploy and manage one on your behalf, building the workflows, SLA dashboards and knowledge base that improve first-contact resolution rates. Our helpdesk team operates from Nairobi across African business hours with on-call coverage for critical incidents.
- Tier-1 first-contact resolution
- Automated triage & intelligent routing
- Self-serve knowledge base development & management
- ITSM platform integration (ServiceNow / Freshservice / Jira)
- SLA dashboard & performance reporting
- African time-zone coverage
Detailed scope of service defined — what we monitor, what we respond to, SLAs, escalation paths and out-of-scope boundaries.
Full environment discovery, CMDB population, alert tuning and runbook development before service go-live.
24/7 monitoring, incident response, change management and monthly service reviews with documented KPI reporting.
Quarterly service reviews identify optimisation opportunities. Service scope evolves with your environment.
First-contact resolution rate above 75%
Ticket volume reduced 30% through self-serve
End-user satisfaction NPS improved 25 points
Get a scoped 30-minute consultation. We map your scenario and propose a clear delivery plan — no commitment required.
Book a consultation