Workstations and laptops
Setup, performance issues, software installs, driver and peripheral problems, and replacement builds for new starters.
Business help desk support
An IT help desk your Calgary staff will actually use.
A help desk only works if people call it. That means someone answers, the ticket goes somewhere, and the same problem does not come back next month. CoreData supports Calgary businesses with our own team — not a subcontracted overseas call centre.
Scope
What the help desk handles day to day.
The ordinary things that stop people working, resolved without anyone needing to know who to chase.
Microsoft 365 and email
Mailbox issues, delivery failures, shared mailboxes and calendars, Teams and SharePoint access, licence assignment.
Files and permissions
Access requests, permission changes, restoring deleted or overwritten files, and untangling folder structures that have drifted.
Remote access and VPN
Connection problems for staff working off-site, multi-factor enrolment, and access for contractors and field crews.
Printing and peripherals
The category everyone underestimates. Queue faults, driver conflicts, scan-to-folder, and multi-function device configuration.
Onboarding and offboarding
Account creation, equipment provisioning, and — the one most often missed — revoking access properly the day someone leaves.
How it works
Three ways in, one ticket queue.
Staff reach the desk by phone, by email, or through a desktop agent on their machine. Every route opens a ticket, which means nothing depends on someone remembering a conversation in a hallway.
- Response targets by severity — written into the agreement, not described in general terms
- Documented escalation — a stalled ticket has a defined next step and a named owner
- Infrastructure faults escalate — server, network, and security issues route to engineering rather than sitting in a queue
- Recurring issues get flagged — the same fault three times is a problem to fix, not a ticket to close again
Ticket data is reviewed periodically so the pattern is visible. If half your volume is one aging switch or one badly deployed application, that shows up in the numbers rather than in staff frustration.
Two arrangements
Your only desk, or backup for the one you have.
Outsourced help desk
For businesses with no internal technical staff. CoreData is the first and only line: staff call us, we resolve or escalate, and you get reporting on what is consuming time. Commonly paired with monitoring and endpoint protection so problems surface before a user notices.
IT outsourcing in Calgary →Co-managed help desk
For businesses with an internal IT hire. The desk absorbs routine ticket volume, holidays, and after-hours coverage, with an agreed split of which categories route where. Your person keeps project work and the business context that is genuinely hard to hand over.
Managed IT services →Common questions
Is the help desk based in Calgary?
CoreData is headquartered in Calgary and support is delivered by our own team. Help desk work is not subcontracted to a third-party overseas call centre.
What are your response targets?
Set by severity and written into the service agreement. Business-down issues carry the shortest target, and escalation paths are documented so nothing stalls silently.
How do staff reach the desk?
Phone, email, or a desktop agent on supported machines. All three create a ticket in the same queue.
Is there after-hours coverage?
Yes, scoped in the agreement. After-hours coverage is one of the most common reasons Calgary businesses with an internal IT hire come to us in the first place.
Do you support business applications, or only Microsoft?
Both. Microsoft 365 and Windows are the common base, and we also support line-of-business applications, including coordinating with the vendor when a fault belongs to them.
Talk with our team
Are your people working around IT problems instead of reporting them?
That usually shows up as low ticket volume and high frustration. We can tell the difference.