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 & Private-Label Help Desk

Full or part-time outsourced desk for internal employee support. White-label service available for European, US, and APAC IT partners — branded portal and custom escalation paths included.

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.

Ready to get started?

Speak with a Brocent engineer about your requirements. We'll put together a proposal that fits your business and budget.