plan
24 × 7 Multi-Lingual Help Desk
~15,000 IT incidents handled annually — 90% of calls answered within 40 seconds, 24×7×365.
Brocent's APAC 24×7 Help Desk is an ITIL-based, multi-lingual Global Service Desk (GSD) serving as the central Service Command Center for Asia clients. Operating from decentralised centres in China, Hong Kong, and Malaysia, the helpdesk handles approximately 15,000 IT incidents and service requests annually — available via phone, email, web chat, or secure portal. No capital investment required from the client.
Why Brocent
- ~15,000 incidents handled annually
- 90% calls answered within 40 seconds
- 150+ engineers, 70+ disciplines
- No client capital investment required
What's included
24×7 Bi-Lingual Help Desk
Around-the-clock Tier 1–4 engineers providing support in Mandarin, Cantonese, and English — handling all inbound IT requests and incidents from anywhere in the world.
90% Calls Answered Within 40 Seconds
Industry-leading answer rate with 150+ helpdesk individuals holding certifications across 70+ disciplines — covering BYOD, O365, mobile, VDI, virtualization, security, and DR.
Outsourced Help Desk — Run by Brocent
Full or part-time outsourced desk for internal employee support, delivered by Brocent's own independent service desk under the Brocent name, with Brocent's own SLAs, reporting and escalation paths.
Broad ITIL-Based Service Scope
Covers incident and problem management, change management, new employee onboarding and exit, remote workstation management (Mac & Windows), vendor liaison for third-party issues, and monthly SLA metric reporting.
Server & Desktop Managed Remotely
Proactive remote patching, backup, and 24×7 monitoring — with live phone and internet support; escalates to on-site dispatch if remote resolution is not possible.
ITSM Platform Integration
Integrates with ServiceNow, SDP, Jira and other major ITSM platforms. Tiered SLA with custom requirements, custom portal branding, and self-service ticket tracking available.
Guides & resources
SLA & service-desk concepts explained
IT Support SLA Priority Levels Explained: P1, P2, P3 & P4 Response and Resolution Times
A plain-English guide to IT support priority levels — how P1, P2, P3 and P4 are defined, calculated from impact and urgency, and tied to the response and resolution targets in your SLA.
Read the guide →Severity vs Priority in IT Incidents: How the Impact and Urgency Matrix Works
Severity says how bad an IT incident is; priority says what gets worked first. Learn the impact urgency matrix, with a worked example and a rollout checklist.
Read the guide →L1, L2 and L3 Support Levels Explained: Who Does What and How Tickets Move Between Them
What level 1, level 2 and level 3 IT support each handle, how tickets are handed over, and how to split the tiers when you outsource your service desk.
Read the guide →IT Escalation Matrix Template: Functional and Hierarchical Escalation, Contacts and Time Limits
An IT escalation matrix template you can copy: functional and hierarchical escalation, contacts, time limits and notification steps, written as numbered lists.
Read the guide →Incident Management Process: The Lifecycle from Report to Closure, with Roles and Time Limits
The incident management process step by step: log, categorise, prioritise, diagnose, resolve, close. With roles, example time limits and a ticket template.
Read the guide →Major incident management: the process, roles and communication plan
Major incident management explained: how to declare one, the step-by-step process, roles, communication cadence, and how it differs from problem management.
Read the guide →MTTR, MTBF and MTTA meaning: definitions, formulas and worked examples
MTTR meaning explained with MTBF and MTTA: what each stands for, the formulas, worked examples, and which ones belong in an IT support SLA report.
Read the guide →First Call Resolution (FCR): Definition, Formula and How to Improve Your FCR Rate
First call resolution (FCR) for IT support: the definition, how to calculate the FCR rate, what pushes it up or down, and practical ways to improve it.
Read the guide →SLA vs OLA vs UC: How the Three Agreements Fit Together in Outsourced IT
SLA vs OLA explained, plus the underpinning contract (UC): who signs each, what each promises, and how they stack up when IT support is outsourced.
Read the guide →Service Request vs Incident: Three Questions to Tell Them Apart, With 20 Examples
Service request or incident? Use three decision questions, 20 classified examples and the different handling flow for each, so tickets reach the right queue.
Read the guide →What Is an SLA in IT Support? Meaning, Contents and What to Check Before You Sign
What is an SLA in IT support? The meaning, what a service level agreement contains, how response and resolution times differ, and what to check before signing.
Read the guide →Service Credits and a Performance Bond: What an Enforceable IT SLA Looks Like at Renewal
For the CFO or group operations director of a Hong Kong trading and distribution group renewing an IT contract whose SLA was met on paper and missed in practice. Why the measurement layer — clock start, pause rules, reclassification, auditable ticket data — matters before any credit rate; how service credits, caps, earn-back and set-off against invoices work as mechanisms; when a performance bond or parent guarantee is proportionate; and the exit and documentation clauses that often matter more. A commercial guide, not legal advice.
Read the guide →
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