An IT helpdesk your staff can actually reach
When something breaks, your people need help fast, not a queue and a ticket number that goes nowhere. CARE runs an outsourced IT helpdesk and service desk for Singapore businesses that gives your staff a real place to turn the moment they hit a problem, whether that is email that will not send, a file they cannot open, a password lockout or a screen that has frozen. We answer, we log it, and we get them working again.
We have supported Singapore businesses since 2007 and currently manage over 3,000 endpoints, so the everyday issues that stop people working are familiar territory. Our helpdesk is part of our wider managed IT support, which means the people answering your call also understand the systems behind it.
Ways your staff get help
We keep it simple. Your team can reach the helpdesk whichever way suits them in the moment:
- Email. Drop us a message at helpdesk@care.biz and it becomes a tracked ticket straight away.
- Phone. Call us on +65 6744 8022 and talk to a real person when something is urgent.
- One click from their desktop. Staff on our CARE SecurePatch agent can raise a request straight from their system tray, without hunting for an email address or number.
- Self-service portal. Log a request and track its progress through our online portal, so your team can see exactly where things stand at any time.
Support in more than one language
Singapore offices are rarely all one language, and neither is your team. Our helpdesk staff can assist in multiple languages, so the person who calls in gets help they actually understand rather than struggling through a language barrier while something is broken. It is a small thing that makes a real difference to how supported your people feel.
Every request logged, tracked and reported
Nothing falls through the cracks. Each request your staff raise becomes a ticket in our ticketing system, so it is logged, prioritised and tracked through to resolution, with the aim of first-contact resolution wherever possible. You are never left wondering whether something was picked up. Because everything is recorded, we can also report back on what has been raised, what has been fixed and where recurring problems are coming from, which helps you spot the bottlenecks worth fixing properly.
Most issues solved remotely, fast
The quickest fix is usually the one that does not need anyone to travel. We resolve the majority of helpdesk issues remotely, connecting securely to the user's machine to sort the problem out there and then, so your staff are back to work in minutes rather than waiting for someone to arrive. When a problem genuinely needs hands on the hardware, we come on-site. That is typically for things remote access cannot fix: a hardware fault, a machine that will not boot, a network issue, a reinstall, or setting up devices for a new starter or a whole new office.
Response times you can hold us to
A helpdesk is only as good as how quickly it responds. Ours comes with response times written into your service level, the same tiers as our managed IT support: 2 hours on Premium with round-the-clock cover, 4 hours on Standard, and 6 hours on Essential. You can see the full breakdown on our IT support page. Whichever level you choose, the commitment is in writing, not a vague promise to get back to you.
Support for your regional offices
If your business runs across more than one location, your IT support should keep up. CARE operates across Singapore and the wider region, and we are growing into new markets, so we can give your offices outside Singapore the same helpdesk experience as your head office. One provider, one consistent standard of support, wherever your people sit.
What the helpdesk handles
Day to day, our helpdesk takes care of the issues that quietly eat your team's time:
- Email and Microsoft 365 problems: Outlook, Teams, shared mailboxes, access and sync.
- Password resets, account lockouts and access requests.
- Printing, file access and the everyday "it just stopped working" issues.
- New staff setup and device configuration.
- Software installs, updates and licensing questions.
- Tiered escalation, from first-line (L1) helpdesk through to senior L2 and L3 engineers, for anything touching servers, networks or security.
Part of one team, not an island
Because our helpdesk sits inside CARE's full managed IT service, a problem that turns out to be bigger than a desktop issue does not get handed off to a stranger. The same provider looks after your servers, your network, your Microsoft 365, your security and your backups. One team, one point of contact, no bouncing between vendors when something goes wrong.
Who we work with
We run helpdesk support for growing SMEs through to established commercial businesses across Singapore and the region. If your staff lose real time and money when IT goes down, but you do not want to build and staff an internal helpdesk yourself, that is exactly the gap we fill. You get a professional support desk without the cost and overhead of running one in-house.
Frequently asked questions
How do our staff contact the helpdesk?
Four ways: email helpdesk@care.biz, call +65 6744 8022, raise a request from the system tray for staff on our CARE SecurePatch agent, or log and track it through our self-service portal. Every route creates a tracked ticket.
Will most problems be fixed remotely?
Yes. We resolve the majority of issues by connecting securely to the user's machine, which is faster for everyone. We come on-site when a problem needs physical attention, such as a hardware fault, a machine that will not boot, or new-office setup.
Can you support staff who do not work in English?
Yes. Our helpdesk team can assist in multiple languages, so your people get help they actually understand.
How quickly will the helpdesk respond?
According to your service level: 2 hours on Premium with 24/7 cover, 4 hours on Standard, 6 hours on Essential. The response time is part of your agreement.
Can you support our offices outside Singapore?
Yes. We operate across Singapore and the wider region and are expanding into new markets, so we can support your regional offices to the same standard as your head office.
Want a helpdesk your staff can rely on? Talk to CARE. Tell us how your team works and we will set up support that fits, with response times in writing and most problems solved before anyone has to leave their desk.
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