Nothing gets sidelined
Communications, time spent, materials used and the resolution itself are all recorded against your ticket. That holds even during the busiest and most chaotic periods.
Support, without the runaround.
Every request gets a unique reference, the right specialists, and a complete record of what was done — from first response through to a written post-incident report. No phone queues, no repeating yourself, no time billed for small talk.
- Responses under five minutes are never charged
- 24/7 cover on SLA8 and SLA9
- A post-incident report with every resolution
- Free API access for larger clients
Private AI, running on our own hardware
The models behind our analysis, reporting and monitoring are ours. They run on GEN infrastructure rather than a third-party AI service, so your tickets, your systems and your data are never handed to anyone else to process.
-
Assessed the moment it lands
Every new ticket is analysed on arrival for urgency, subject matter and the systems involved, with the relevant history attached before a specialist even opens it.
-
Answers drawn from your own history
Semantic search across past tickets and knowledge base articles means a problem solved once is found again in seconds, rather than diagnosed from scratch.
-
Reporting that writes itself
Post-incident reports, technical analysis and board-level executive summaries are generated from the ticket record, the metrics and the specialist review.
-
Monitoring that spots the pattern
Continuous monitoring feeds the same models, so recurring faults and emerging trends surface as a pattern instead of a stack of unconnected tickets.
Triaged before anyone touches it
When a ticket is raised, our systems automatically link whatever is relevant: attachments, past tickets, knowledge base articles, site records and system configuration. The specialist starts with the full picture.
Queued or pinned, by urgency
Routine requests are handled in rotation by first line. When a system is down, or the work falls under SLA8 or SLA9, the ticket is pinned to a single specialist who stays with it until it is resolved.
You pay for the fix, not the chat
Responses under five minutes are not charged; everything else is rounded to the nearest fifteen minutes. Rates are published openly on our website, or agreed with you in advance.
A written report, every time
On resolution the managing specialist writes a post-incident report and you get a copy. On SLA8 and above a manager reviews it, and our in-house models produce both a technical and an executive summary.
Access that closes behind us
Where we need into a system, a secure tunnel is opened for that specialist for the life of the ticket and shut immediately afterwards. Desktop support runs over Splashtop or AnyDesk across Windows, Mac and Linux.
Read how the HelpDesk works in full
Welcome to the GEN IT Outsourcing & Support HelpDesk
The HelpDesk is the primary support channel for all non-emergency requests. You can use the HelpDesk for pre-sales, sales, provisioning, support and cease. Every request via the HelpDesk is assigned a unique reference and you will be able to track your issues online.
If you have a service level agreement with us then this is automatically applied to your requests and you will receive priority support on all channels.
Registration is required and all requests submitted and processed via this system are governed by our framework agreement available here which you must read prior to submitting a request. A valid and confirmed email address is required to successfully open a ticket. All tickets submitted are considered statements of work within the framework agreement. If you are out of coverage then work will be charged at our standard rates available on our website.
Quick Links
Live System Status
Cloud Services Logins
Non-Technical Contact Us
