Real engineers, right now.

What the help desk covers

Everything an employee touches: passwords and account access, email, Microsoft 365 and Google Workspace, printers and scanners, laptops and desktops, phones and headsets, line-of-business applications, VPN and remote access, Wi-Fi, file shares, and the question of how to do something rather than why it is broken. New-hire setup and departing-employee offboarding are requests like any other. When a problem needs hands on hardware, a technician is dispatched to your office.

Why clients notice the difference

Most help desks are staffed to a script and measured on how quickly they close tickets. Ours is staffed by engineers who have your network diagram, your application list, and the history of every device in front of them, and measured on whether the problem stays solved. Employees stop working around problems because getting help is faster than ignoring them, which is where most of the productivity gain from managed IT actually comes from.

How Corewell runs it

Tiers one through three sit on the same floor, so escalation is a conversation rather than a transfer. Tickets are opened automatically from monitoring alerts as well as from users, prioritized by business impact, and tracked against targets written into your agreement. After hours, our 24/7 desk handles the call with the same documentation and tools, and anything requiring a senior engineer is escalated by phone. You receive a monthly report of volumes, response times, resolution times, and satisfaction scores.

What employees experience

They call 213-225-1511 or click the Corewell icon on their screen, describe the problem, and watch it get fixed, usually while they are still on the line. They are never asked to reboot three times before someone looks. Repeat problems are investigated for a root cause rather than patched again. And they know the engineer's name, because the same team answers every time.