Our Managed Service Desk can Solve Your Problems

We are process-oriented and centralize your company’s support and maintenance needs in one location, giving you greater control over what has been done and what needs to be done in the future.

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CenterGrid’s Service Desk

We understand how crucial it is to have an efficient IT system for your day-to-day operations, therefore, we guarantee that your Service Desk can always be reached to provide 24 x 7 IT support for your systems and applications. With our Service Desk, your expert tech staff and advanced engineers can be freed to focus on more strategic projects while we take care of all your Level 1 issues.

Our Managed Service Desk - Key Benefits

First Point of Contact provides rapid response to all inquiries by routing the incident to the appropriate support person.

Level 1 Service Desk Support provides a single point of contact for all customer users during a defined period of performance.The Service Desk Operator assigned to you will answer your calls using your company’s name to ensure a seamless end-user experience.

Optional Remote Level 2 Support offers an optional service when an advanced Level 2 skill is needed. Any incident needing Level 2 support will be transferred to the appropriate team member with in-depth knowledge of the supported application.

Employee self-service (ESS) provides employees with access to the applications and information required to do their jobs in compliance with corporate policy and protocols.

Incident Management categorizes issues and makes it possible to automate the workflow to resolve them.

Problem Management includes processes for pattern analysis that will help minimize the impact of problems.

Incident and Service Request management while applying proper classification and prioritization code

Guaranteed Service Levels for Incidents and Service Requests to meet your business requirements

Escalation of Incidents and Service Requests that cannot be resolved within agreed timelines

Operating Systems We Support: Windows 11, Windows 10, Windows 7.

Best-in-class 100% US-based resources that are technically trained. Over 250 languages are supported with a translator service add-on.

Incident and problem management workflows and known problem alerts

Full-featured automated call director and fully redundant failover for Disaster Recovery

Why CenterGrid’s Service Desk?

Cost reduction and control

  • Optimize first contact resolution
  • Eliminate overstaffing necessary to meet service levels
  • Achieve predictable service delivery with ITIL-based processes and 24×7 availability

Boosted productivity

  • Minimize end-user downtime
  • Reduce shadow support and other ineffective practices.
  • Maintain a smooth user experience during routine spikes in call volume

Better business focus

  • Eliminate operational distractions
  • Provide key internal personnel with strategic projects
  • Meet the business requirements with tailored service level and coverage and scalable pay-for-use model

Better management focus

  • Aid management decisions with root cause data and performance metrics for groups and individuals
  • Analyze trends with comprehensive data
  • Improve visibility into IT organization

Seamless onboarding

  • 6-8 weeks onboarding from contract approval to go live

Related Solutions

Desktop As A Service (DaaS)

Employees need to do their work from anywhere, anytime, and on any device. Windows 10 security and desktop management is more important than ever.

Managed Network Security

Ideal for growing and/or geographically distributed businesses that wish to securely streamline systems management, reduce overhead, and automate IT operations.

GPU Accelerated Virtual Workstation

CenterGrid provides a powerful virtual workstation from the data center or cloud to any device, anyplace for those with complex, graphically intensive needs. A key advantage of our GPU solution is that it’s an effective, affordable, and secure alternative while avoiding direct competition with local graphics cards.

Cloud Migration Consulting Services

If you are not sure about how to get started and move to the cloud, we have your back. We will work with you from design to migration to ensure that your new cloud environment is everything you want it to be, and it goes as smoothly as possible for your organization. We are your guide.

Virtual Private Cloud

Compass VPC services are a match when your applications need to be able to flex resources up and down at your command. Build as many or as few VMs in your Virtual Private Cloud as you want, whenever you want, at the size you need. The controls are in your hands.

Three Reasons

Why CenterGrid Services

Trusted Problem Solver & Partner

We act as a trusted adviser to our customers, helping them solve their challenges to achieve their IT outcomes. We know a lot because we've seen a lot! We've saved a number of enterprises from catastrophic problems with malware, deleted data, and unauthorized access.

24x7 Personalized Support

We provide 24x7x365 personalized support to our customers and will never point them to a web page to figure it out on their own. We're always just a phone call or email away. From our sales team, to our skilled engineers, to your dedicated service delivery manager, to our 24x7 Service Desk. We're full service, not self-service.

Focus on End-User Success

From our Service Desk offering to our Desktop-as-a-Service solution to our GPU Workstations in our Virtual Studio offering, we’re focused on delivering value, security, and performance to end users. We believe that by focusing on the productivity of end users, we increase the likelihood of success of the broader community – the project, the organization, and the enterprise.


“The CenterGrid team are experts in their field, very professional, and the customer service they provide is one of the best I have experienced.”