Managed IT Helpdesk
Support that delivers.
A configurable service helpdesk for Philippine businesses — built for IT support but adaptable to any service function: facilities, HR, finance, or customer-facing operations. SLA-tracked tickets, structured workflows, and a client portal that keeps every team informed.
How it works
Two tiers. One platform.
Technica agents handle your tickets. You and your team track everything through the client portal — in real time.
Technica side
Your dedicated IT team
- Full ticket queue with priority and SLA tracking
- Agent assignment and escalation management
- Change Advisory Board (CAB) review and approval
- Per-client SLA reporting and compliance dashboards
- Aio Nica for workload and SLA health at a glance
Your side
The client portal
- Log new tickets — incident, request, question, or change
- Track ticket status and SLA countdown in real time
- View comment threads (internal notes stay internal)
- Submit and track change requests through CAB workflow
- SLA compliance summary for your account
Ticket types
Every kind of service request, structured.
INC
Incident
Unexpected disruption to an IT service.
SR
Service Request
Standard IT request from your team.
PR
Problem Record
Root cause investigation for recurring issues.
Q
Question
General IT query — quick answers.
CRQ
Change Request
Structured change managed through CAB review.
SLA tracking
Response and resolution. Always on time.
Every ticket carries two SLA clocks — response and resolution — tracked in real time with On Track / At Risk / Breached status.
| Priority | Response SLA | Resolution SLA |
|---|---|---|
| Critical | 1 hour | 4 hours |
| High | 4 hours | 8 hours |
| Medium | 8 hours | 24 hours |
Real-time countdown
Every ticket shows a live SLA clock — response and resolution — with On Track / At Risk / Breached status updated in real time.
Per-client SLA reports
Exportable reports per client showing response %, resolution %, average resolution time, and breached ticket count.
Breach alerts
Aio Nica flags at-risk and breached tickets proactively — so agents act before deadlines slip, not after.
Change management
Structured changes. No surprises.
Every change request goes through a defined workflow — from submission to CAB review, approval, scheduled implementation, and rollback planning.
Change types
Standard — pre-approved routine changes. Normal — full CAB review required. Emergency — expedited for critical situations.
Impact & risk rating
Every change request carries an impact and risk rating, reviewed by the CAB before approval to ensure no surprises.
Implementation + rollback plan
Full implementation plan and rollback procedure documented before the scheduled window — so every change is reversible.
AI Helpdesk Copilot
Aio Nica — your helpdesk intelligence layer.
Embedded in Techdesk with full ticket context. SLA health, agent workload, client summaries, and change request status — surfaced instantly.
Agent view
Open ticket count, SLA breakdown (breached / at-risk / on-track), per-agent workload, per-client volume, resolution metrics, and change request summary.
Client view
Your company's open and resolved ticket counts, SLA compliance %, breached tickets list, and open change requests — in plain language.
Ticket detail
Full ticket context with live SLA countdown, comment thread summary, and actionable suggestions — surfaced the moment you open a ticket.
Beyond IT
Any service function. One platform.
Techdesk is configurable for any team that receives, tracks, and resolves requests — not just IT. The ticket types, SLA targets, and workflows adapt to your function.
IT Helpdesk
Incidents, service requests, problem records, change requests — the default Techdesk configuration, ITIL-aligned and ready on day one.
Facilities & Admin
Maintenance requests, access card issues, room bookings, asset replacement — structured and SLA-tracked the same way IT tickets are.
HR Service Desk
Employee queries on payroll, leave, benefits, and compliance routed to the right HR contact with full audit trail.
Finance & Accounting
Invoice queries, reimbursement requests, and vendor concerns — tracked, assigned, and resolved with documented SLAs.
Customer Support
External-facing service desk for businesses that want to give clients a structured support experience with SLA commitments.
Deployment options
Your platform, your terms.
Techdesk is built to run wherever your business needs it — on Technica’s managed cloud, a dedicated private instance, or deployed inside your own infrastructure. We handle the setup and ongoing management regardless of where it runs.
Technica Cloud
Shared SaaS
Fastest onboarding. Techdesk runs on Technica’s managed infrastructure — your data is fully isolated, backed up daily, and maintained by our team. No IT overhead on your side.
- Live in days
- Technica manages updates & uptime
- Monthly subscription
Dedicated Cloud
Your own instance
A private Techdesk deployment on Azure or Google Cloud Philippines region, provisioned exclusively for your organisation. Custom domain, isolated data, and Technica-managed operations.
- Isolated database & storage
- Custom subdomain or domain
- Technica still manages it
On-Premises
Your infrastructure
Techdesk deployed into your own data centre or private cloud. Full control over data residency — suited for enterprises with strict on-premise requirements. Technica handles implementation and provides a managed update contract.
- Data stays on your servers
- Meets BFSI / healthcare / government requirements
- Implementation + managed update SLA