Our team at CenterGrid understands the importance of efficient IT systems for your day-to-day operations. Our high availability of IT support ensures that your Service Desk will always be there to support your IT systems and applications. Our outsourced Service Desk can handle all your Level 1 issues, freeing up your expert technical staff and costly advanced technical engineers to focus on more strategic technical projects within your organization.

Do you have these challenges?

  • Does your IT staff get bogged down fixing end-user issues?
  • Who covers if an employee is sick or on vacation?
  • Does this cause burnout or create backlog?
  • Are you able to provide end-user support in a work from home world where help is needed 24 x 7 x 365?
  • Are members of your IT staff pulled off important initiatives to deal with user issues or training needs?
  • Are you struggling to run your IT organization with a focus on technical support AND customer service?
  • Is your IT staff stretched too thin?
  • Are your IT costs escalating?

Our Managed Service Desk Can Solve Your Problems

Our service is process-oriented and centralizes the needs of your company in one place, registering incoming and outgoing requests for support and maintenance, giving you greater control over what has been done and what needs to be done.

CenterGrid Service Desk

Here's What It Offers

  • Experience: With more than 60+  years of combined experience delivering Service Desk solutions to organizations across a wide range of industries, our people, our processes and our technology are time-tested.
  • High customized service: Level 0 and Level 1 technology support services can be geared specifically to your needs. Remote Level 2 support is available as an option.
  • Support when you need it: 24/7, 365 days a year availability, during off-hours, or only during peak or specified hours. Multiple languages are available as needed.
  • Tech-savvy experienced technicians: Being based in the United States frees up in-house IT staff to focus on supporting business initiatives. 
  • Best practices: Focused on ITIL and Help Desk Institute.
  • Reliability: Our two locations provide DR with full failover redundancy.
  • Reduced infrastructure costs: Our existing, best-in-class infrastructure, gives you the highest level of service without the financial risk of establishing your own system.
  • Absolute transparency: Calls are answered with your company name and managed using your environment-specific knowledge base. We can make the experience seem as if we’re not there at all. We’re truly an extension of your team.
How can we help?

CenterGrid Service Desk

See It In Action

At CenterGrid, we understand how critical the efficient use of your IT systems is to your day-to-day operations. That is why we pride ourselves on providing clients with always-available, best-in-class, US-based IT support services.

  • 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.
  • 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.
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CenterGrid Service Desk

Key Features

  • 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
  • Support for desktops, laptops, mobile devices, and Windows and Mac operating systems
  • Best-in-class US-based customer service with multiple languages available
  • Incident and problem management workflows
  • Known problem alerts
  • Full-featured, automated call director
  • Fully redundant failover for Disaster Recovery
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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.

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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.
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Focus On Midsize US Enterprises

Data fuels your business, but it probably isn't your business. Our BaaS toolset is the industry gold standard in data security. Customers gain the benefits of these complex and feature-rich tools without the pain of implementation or cost. We worry about your data backup and recovery, so you can keep your eye on the bottom line and get your IT staff back to driving your growth.

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Related Services

Managed IT Services

CenterGrid has designed processes and tools that allow us to securely monitor a client’s infrastructure, remotely manage servers, desktops, and networking equipment, coordinate backup and recovery solutions, at the right level for your business.

Read More

Cloud Computing Services

The CenterGrid team of expert cloud engineers manage all server hardware, storage, network connectivity, and infrastructure security, and handle tasks including system maintenance, patching, upgrades, performance and availability, and scalability planning. Get off the infrastructure maintenance and refresh the treadmill.

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Data Security Services

Our security offerings include RecoveryCenter®, Managed Security Incident and Event Management (SIEM) with Managed Detection & Response (MD&R), as well as Managed Network Security. Take the steps you have been putting off, to secure your data and networks.

Read More

Data Center Services

Our data centers will provide a secure location to house your equipment, ample bandwidth to meet your needs, with power and proper cooling to house your servers in their location. You could describe it as a spa hotel for your servers.
Read More

Customer Case Study

See What We Did For Rosedale Green

View Our Case Study

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Cloud and Managed IT Services with CenterGrid

101 Knightsbridge Dr

Hamilton, OH 45011

(866) 614-5227

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