Unresolved technical requests interrupt the people trying to do their jobs. Radical Minds provides IT helpdesk and technical support outsourcing from India. We build the service desk around your applications, ticket queues and approved troubleshooting steps, with L1 and any L2 work clearly separated.
Your users get one clear place to ask for help, and your IT team gets incident records it can actually use. We agree password and access-request controls, remote-support permissions, ticket ownership and escalation to your resolver groups before launch. Support is available by phone, chat and email, in 32+ languages including English and Hindi.
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Every ticket notes what’s broken, what the user is seeing, how badly it’s affecting them and any diagnostic details we’re allowed to collect.
A system outage and a forgotten password aren’t treated the same. Tickets are prioritised using the severity rules you set.
Agents work through your approved fixes and checks for each application we support.
Deeper investigation for the applications you choose, with access and responsibility agreed upfront.
Password resets and access changes go through your identity checks and approval steps, every time.
Agents only use the remote tools and permissions you’ve approved, and every session is handled and logged the way you’ve agreed.
When an issue needs your IT team, it reaches the right group with the full story, and we keep track until it’s closed.
You get regular reports on response times, backlog, reopened tickets and resolution for each queue.
New fixes get added to the knowledge base and outdated ones get removed, with one named person keeping it up to date.
Your IT team shouldn’t have to chase us for details. We set up the tools and targets, so every ticket reaches them complete, on time and easy to act on.
We map ticket fields, categories, routing and ownership in your existing IT service-management tool, and check remote-tool compatibility, licences and logins. Every handoff between our desk and your IT teams is tested before we go live.
We measure acknowledgement and response separately from final resolution, so targets reflect what our team actually controls. Priority rules, operating hours, dependencies and outage updates are all agreed with you before launch.
Your users can’t wait while a new helpdesk finds its feet.
Here’s how we get everything ready and tested before the first ticket comes in.
We list the applications we’ll support, what L1 and L2 will handle, the hours we’ll cover and who in your IT team picks up escalations.
Before training starts, we sort out identity checks, remote tools, the knowledge base and agent permissions with you.
We run through everyday requests, restricted access changes and outage scenarios with your IT team before going live.
Once live, we keep an eye on response times, backlog, reopened tickets and repeat issues before adding more to the service.
Questions about it helpdesk support
L1 handles first-level checks using your knowledge base, such as password resets, basic troubleshooting and logging tickets. L2 covers deeper investigation, if you want us to take it on. We agree exactly which applications and actions fall under each level before launch.
Yes, using your approved identity checks and approval workflow. Privileged access and exceptions always go to the approvers you name.
3: Yes. We work inside your ticketing and remote-support tools once compatibility, licences and access have been checked and tested.
Yes, 24/7 coverage is available. Overnight, we log and handle what L1 can resolve, and urgent issues go to your on-call IT contacts.
Tickets close only when the agreed criteria are met, including user confirmation where needed. We also track reopened tickets, so recurring problems don’t stay hidden behind good closure numbers.
Radical Minds is ISO 27001 and SOC 2 Type 2 certified. We’ll share the certificates, along with how access, remote sessions, incidents and data retention are handled for your programme.