IT HELPDESK & IT SUPPORT SERVICES
Outsourced IT Helpdesk services for businesses
Support employees with day-to-day IT requests involving computers, software, user accounts, Microsoft 365, office devices, and network connectivity.
✓ Remote and onsite support within the agreed service scope
✓ Fully outsourced or co-managed with your in-house IT team
✓ Ticket-based support with status tracking and agreed SLAs
IPSIP SUPPORT WORKSPACE
IT Helpdesk
01
Request intake
Log the issue and required support
02
Remote support
Diagnose, resolve issues remotely when
03
Onsite support or escalation
Coordinate within the agreed plan, scope
04
Status Updates
Document resolution and close the request
Remote & Onsite · Fully Outsourced & Co-Managed · Ticket & SLA · ISO/IEC 27001:2022 · SOC 2 TYPE II
ENGAGEMENT MODEL
What level of Helpdesk support does business need from IPSIP Vietnam?
IT Helpdesk can be delivered for selected tasks, co-managed with your existing IT team, or fully outsourced. The scope is defined according to your internal resources, required support hours, number of users, and target SLAs.
01
PARTIAL SUPPORT
Support for a defined scope
IPSIP handles a specific group of requests, support schedule, or defined scope to provide additional capacity when your internal IT team is overloaded or cannot fully meet user needs.
SELECTED SCOPE
ADDITIONAL CAPACITY
02
CO-MANAGED HELPDESK
Working alongside internal IT team
IPSIP and your IT team jointly operate the Helpdesk according to assigned responsibilities. Scope, access permissions, support channels, and escalation criteria are agreed before implementation.
SHARED RESPONSIBILITIES
ESCALATION
03
FULLY OUTSOURCED HELPDESK
IPSIP manages the entire Helpdesk function
IPSIP becomes the point of contact for employees’ day-to-day IT requests through remote or onsite support. Requests are categorized, tracked, and updated through tickets according to the SLA.
CENTRALIZED SUPPORT
TICKET & SLA
EXTEND WITH THE RIGHT SERVICE
SUPPORT SCOPE
What does IT Helpdesk support day to day?
The service focuses on requests that directly affect employees’ ability to work. The exact scope is defined by the service plan, current systems, and responsibilities agreed between IPSIP Vietnam and your business.
SCOPE PRINCIPLES
✓ Tasks and support permissions are agreed before implementation.
✓ In-scope requests are logged and tracked through the agreed process.
✓ Issues requiring deeper expertise are escalated to the appropriate engineer or contact.
01
Users and devices
Handle common issues involving computers, printers, office devices, and other technical problems that affect employees’ day-to-day work.
02
Ticket & SLA
Receive requests through tickets, email, phone, or agreed channels; prioritize each request and track progress against the applicable SLA.
03
Accounts and access
Support account creation, password resets, sign-in issues, user permissions, and common Microsoft 365 or Google Workspace requests.
04
Software and updates
Install and update software, resolve application errors, and perform user and device maintenance within the service scope.
05
Network and connectivity
Check issues involving LAN, Wi-Fi, Internet, network devices, and access to internal resources.
06
Coordination and escalation
Collect information, perform Helpdesk-level checks, and escalate issues to the appropriate engineer or contact when deeper support is required.
OPERATIONAL SIGNS
When does business need an Outsourced IT Helpdesk?
Outsourced IT Helpdesk becomes essential when daily technical issues disrupt work, overload the IT team, or make user support difficult to track and manage.
01
IT issues disrupt work
Computer, software, account, printer, or network issues leave employees waiting and delay their work.
02
Limited IT capacity
The business has no dedicated IT staff, or the existing team is handling too many tasks and needs added user-support capacity.
04
OPERATIONAL
SIGNS
03
Technical support is delayed
Issues arise without timely ownership or resolution, especially when support is needed after hours or across extended service windows.
04
No clear support process
IT requests arrive through multiple channels, making status, ownership, and resolution times difficult to track.
TICKET HANDLING PROCESS
How does IT Helpdesk handle a support request?
Each request is logged, categorized, and tracked through a consistent process. Remote support, onsite assistance, or escalation is selected based on the issue type, service scope, and priority.
IPSIP VIETNAM SERVICE DESK
TICKET
PHONE
AGREED CHANNEL
SUPPORT REQUEST
User support request
TRACKED
INTAKE
Log the request
Requests are received through the ticketing system, email, phone, or an agreed channel. Key details about the user and issue are recorded before support begins.
TRIAGE
Confirm scope and priority
IPSIP reviews the request type, impact, and priority to identify the appropriate owner and support method.
RESOLUTION
Provide remote support when appropriate
A technician contacts the user, identifies the cause, and performs remote troubleshooting for requests within the Helpdesk scope.
COORDINATION
Provide onsite support or escalate
If remote resolution is unsuitable or deeper expertise is required, the request is coordinated for onsite support or escalated to the appropriate engineer.
CLOSURE
Update the outcome and close the ticket
Resolution details, progress, and status are updated for the business to track. The ticket is closed once the request is completed under the agreed process.
01
02
03
04
05
Every request has a clear status: the business knows whether it is logged, in progress, or completed.
SUPPORT MODEL
How do Remote, Onsite support, and SLAs work together?
IPSIP Vietnam combines remote and onsite support with SLA-based processes according to each request. The handling method depends on the service scope, priority, and terms agreed with the business.
COORDINATION LAYER
Agreed SLA Framework
The SLA defines support hours, priority levels, response targets, and escalation procedures. After-hours or 24/7 support applies according to the agreed plan and scope.
SUPPORT HOURS
PRIORITY LEVELS
RESPONSE TARGETS
ESCALATION PROCESS
SUPPORT MODE 01
Remote support
Suitable for account, software, configuration, connectivity, and other user requests that can be resolved through remote access.
TICKET
SUPPORT MODE 02
Onsite support
Coordinated when equipment, network, or workplace conditions require an in-person check, according to the agreed scope and schedule.
TRACKING LAYER
One point of contact
Whether resolved remotely, onsite, or through escalation, every request is logged and updated through the ticketing process.
Remote and onsite define how support is delivered. The SLA defines how requests are received, prioritized, and tracked.
BUSINESS VALUE
How does Outsourced IT Helpdesk benefit your business?
IT Helpdesk gives businesses a clear point of contact for technology issues that directly affect employees’ day-to-day work.
01
A clear support contact
Employees know where to submit requests when issues arise. Each issue is logged, tracked instead of being scattered across multiple people or communication channels.
03
Added capacity for your IT team
IPSIP can handle selected requests, work alongside your current IT team, or manage the entire Helpdesk function within the service scope.
02
Reduced day-to-day disruption
Common device, software, account, and connectivity issues are received and handled through an agreed process.
04
Clear scope and responsibilities
Support scope, priority levels, service hours, handling methods, and escalation procedures are defined by the service plan and SLA.
Support follows access-control and authorization procedures to reduce risk during system handling. IPSIP Vietnam applies information security standards including ISO/IEC 27001:2022 and SOC 2 Type II to its service operations.
Choose the right IT Support / IT Helpdesk package for your business
IPSIP offers 4 IT Helpdesk packages for businesses with 1–50 employees. Support expands based on onsite requirements, security, infrastructure, Cloud, and 24/7 incident response needs.
Standard
From 750.000 ₫ / month
For 1–5 employees
Core end-user Helpdesk covering support requests, software, and business accounts.
Onsite
Support
Additional fee
Standard
Scope
✓ Software and application support
✓ SLA response within 15 minutes
✓ Ticket classification and reporting
✓ User account and access management
Professional
Security + Cloud
From 2.250.000 ₫ / month
For 5–15 employees
Combines IT Helpdesk, security, infrastructure, and Cloud support with two onsite visits per month.
Onsite
Support
2 visits/month; additional visits are charged
Extended
Scope
✓ Software and application support
✓ SLA response within 15 minutes
✓ Ticket classification and reporting
✓ User account and access management
✓ Firewall, malware, and threat protection
✓ Infrastructure and server maintenance
✓ Microsoft 365 or Google Workspace
✓ EDR
Premium
Unlimited Onsite
From 4.500.000 ₫ / month
For 15–30 employees
Combines IT Helpdesk, security, infrastructure, and Cloud with unlimited onsite support.
Onsite
Support
Unlimited
Extended
Scope
✓ Software and application support
✓ SLA response within 15 minutes
✓ Ticket classification and reporting
✓ User account and access management
✓ Firewall, malware, and threat protection
✓ Infrastructure and server maintenance
✓ Microsoft 365 or Google Workspace
✓ EDR
Enterprise
Dedicated Engineer
From 7.500.000 ₫ / month
For 30–50 employees
A dedicated engineer for critical IT operations, with mobile device coverage and 24/7 critical incident support.
Onsite
Support
Dedicated engineer
24/7 critical incidents
Scope
✓ Software and application support
✓ Priority handling and faster response for critical incidents
✓ Ticket classification and reporting
✓ User account and access management
✓ Firewall, malware, and threat protection
✓ Infrastructure and server maintenance
✓ Microsoft 365 or Google Workspace
✓ EDR
✓ Mobile device support
WHY CHOOSE IPSIP VIETNAM?
Support that goes beyond IT Helpdesk
IPSIP Vietnam combines a clear request-handling process with multidisciplinary technical expertise, helping businesses resolve daily issues and coordinate cases requiring advanced escalation.
15+ years
Experience in IT and cybersecurity
80+
Technical professionals in Vietnam and worldwide
150+
IT and cybersecurity projects delivered
> 90%
Continue using our services
01
Multidisciplinary technical team
Coordinates support across devices, software, Microsoft 365, Google Workspace, networks, and other systems within the service scope.
02
Flexible support models
Choose remote, onsite, co-managed, or fully outsourced Helpdesk support based on your operational needs.
03
Transparent ticketing and SLAs
Requests are logged, prioritized, tracked, and handled within the agreed scope and SLA.
04
Advanced escalation support
Out-of-scope issues are documented and routed to the appropriate engineer for further resolution.
A clear Helpdesk contact point, backed by technical expertise and management processes suited to business environments.
CERTIFICATIONS & ACHIEVEMENTS
INDUSTRIES & BUSINESS MODELS SERVED
Finance
Education
Healthcare
Insurance
E-commerce
MSP & MSSP Partners
Information Technology
Technology & Engineering
FEATURED CLIENTS & PARTNERS
SUCCESS STORIES
IT Helpdesk expertise across projects
Discover how IPSIP Vietnam combines Helpdesk, infrastructure management, and escalation processes to support systems operating in business environments.
FAQ
FOR TECHNOLOGY PARTNERS
Expand IT Helpdesk services under your brand
IPSIP Vietnam partners with MSPs, MSSPs, system integrators, and technology companies that need additional IT Helpdesk capabilities for their clients through co-managed or white-label delivery.
Expand your IT Helpdesk team
Quickly add technicians to support users and handle tickets, Microsoft 365, devices, software, and daily IT issues.
Flexible partner delivery
IPSIP can deliver services under your brand or work directly with your existing team under agreed responsibilities.
Scale with Demand
Easily add users, branches, support hours, or related services as your client base grows.
FLEXIBLE, SCALABLE MSP & MSSP PARTNERSHIPS
IPSIP Vietnam can provide individual services or support long-term operations, helping partners leverage infrastructure, expert teams, and 15+ years of experience to expand their IT and cybersecurity capabilities.
Let’s build a partnership model aligned with your current services and business goals.
COMPLEMENTARY SERVICES
Expand with advanced IT management
Add management, monitoring, or security capabilities when IT Helpdesk alone no longer meets your operational needs.
TELL US ABOUT YOUR PROJECT
...And our team will:
Review your request within 1–2 business hours.
Provide a detailed proposal based on your project’s specific scope and requirements.
Arrange an in-depth call to discuss your project and finalize the most suitable approach.
Sign the service agreement and officially launch the project with you.
Don’t have specific requirements yet but want to learn more about our capabilities? Visit About IPSIP Vietnam to discover more about our team’s expertise.
