IT Service Desk | 24/7 Outsourced Help Desk

Overview

What you get with Virteva

Customers today expect a digitally connected experience, and that extends to the IT service desk. It needs to be convenient, personalized, secure, and connected. Virteva’s 24/7 service desk pairs Microsoft-certified engineers with the ServiceNow platform to deliver concierge-level support, drive continuous improvement, and reduce ticket volume over time.

Our focus is not on simply handling events and tickets. We work around the clock to drive continuous improvement for ourselves and for our clients. We have invested heavily in our people, processes, and technology to lower incident volume over time, with a knowledge library of over 10,000 articles and dedicated Client Directors who own root-cause analysis after every service-level miss.

As a ServiceNow Elite Partner and Microsoft Solutions Partner, Virteva combines the people, technology, and customer experience mechanisms required to accelerate digital maturity, with end-user computing engineers receiving warm hand-offs for complex endpoint issues. Mid-market clients get the same caliber of platform and process as a Fortune 500 IT department, billed on a fixed monthly engagement that flexes with their growth.

The problem we solve

IT challenges that hold growing companies back

The Challenge

End users wait on hold or get bounced between tiers, and satisfaction scores keep dropping
Your internal team spends every day on Tier 1 tickets and never gets to strategic work
Tickets get resolved but the same issue keeps coming back next week
After-hours and weekend coverage is patchwork, and outages stretch longer than they should
Your current outsourced desk treats you like a number, with offshore scripts and no accountability

The Virteva Approach

24/7 hybrid Minneapolis and Manila desk with named SLAs by ticket priority
ServiceNow ITSM with Knowledge Base articles attached to every incident, driving down repeat tickets
Microsoft-certified engineers across Tier 1 and Tier 2, not script readers
Named Client Director and account engineer with under 15-minute average response on critical issues
Continuous improvement model where our pricing aligns with reducing your ticket volume

57→70%

is the Microsoft Secure Score lift Intricon, a medical device manufacturer, achieved within 12 months of consolidating to a Virteva service desk and EUC engagement. Outcomes like that come from owning the full ticket lifecycle on ServiceNow, not from answering phones faster.

What's included

Everything you need to run IT right

Every engagement includes these core capabilities, configured for your environment and backed by contractual SLAs.

Hybrid Minneapolis and Manila Coverage

Onshore and offshore engineers answering phone, email, and chat around the clock. 150+ U.S. team members and 400+ Manila support staff, certified in ITIL, A+, Microsoft, and Lean Six Sigma.

ServiceNow-Powered Delivery

Every incident, request, and change runs on ServiceNow. As an Elite Partner, we use the platform we sell, with knowledge-base articles attached to every ticket for repeatable resolution.

Named SLAs by Ticket Priority

Contractual response and resolution targets at every priority level, with under 15-minute average response on critical issues. Quarterly business reviews tracked against the same numbers.

Continuous Improvement Pricing

Pricing aligned with reducing ticket volume over time. Root-cause analysis on every service-level miss, and Knowledge Base articles that compound rather than reset.

Modern Workplace Expertise

Microsoft Solutions Partner credentials across Modern Work and Security. Intune, Defender, Purview, Teams, and Copilot supported by certified engineers, not generalist agents.

Named Client Director

A dedicated Client Director and account engineer own the relationship end to end. Escalations route to people who know your environment, not a queue.

How it works

From first call to ongoing partnership

01

Discovery & Assessment

We audit your current Microsoft and ServiceNow environment, document every system, and identify gaps, risks, and quick wins.

02

Custom Proposal

You get a fixed-scope proposal tied to your business goals. Named SLAs by ticket priority. No surprises, no hidden costs.

03

Migration & Onboarding

Our team handles the transition with zero disruption. We migrate, configure, and validate before going live.

04

Ongoing Partnership

24/7 support, proactive monitoring, quarterly reviews, and strategic advisory. We grow with you, not just support you.

Client spotlight

See how it plays out in practice

Medical Device Manufacturing

Intricon stabilizes 24x7x365 global support and consolidates providers under a single Virteva service desk

Challenge

Multiple managed service providers, limited Microsoft 365 adoption, and a 24x7x365 operation across U.S. and Far East teams left support inconsistent and technical debt mounting across infrastructure, endpoints, and security.

Solution

Onboarded Service Desk and End-User Computing first to stabilize support, then layered in Managed Security and Network/Infrastructure within the same year. Launched a self-service portal on Virteva shared ServiceNow and modernized Microsoft 365 with Intune, Purview, and Defender.

Read full case study

24x7x365

Reliable global support across U.S. and Far East teams

“

I consider Virteva a true partner in my work. They are responsive, knowledgeable, and work side-by-side with me to solve problems. Their service desk leaders are dedicated to creating a team that is highly prepared to answer team member questions, provide high-quality customer service, and strive for FCR.

JD

Jen Durbin, North Memorial Health

Frequently asked

Common questions

Tier 1 and Tier 2 incident management, service requests, password resets, Microsoft 365 administration, endpoint troubleshooting, knowledge management, and after-hours coverage. Every engagement runs on ServiceNow and includes a named Client Director, contractual SLAs, and quarterly business reviews.

We run a hybrid model with 150+ engineers in the United States, primarily Minneapolis, and 400+ engineers in Manila, Philippines. Calls and tickets route based on time of day and skill match, not just geography. Every engineer is certified in ITIL plus relevant Microsoft credentials.

Named SLAs by ticket priority, under 15-minute average response on critical issues, ticket volume trended over time, first-contact resolution rate, and CSAT from user surveys. Reporting is delivered through ServiceNow dashboards and reviewed in quarterly business reviews.

Most clients keep an internal team focused on business applications and strategic work while Virteva handles day-to-day Microsoft and endpoint support. We integrate via ServiceNow for ticket routing, escalation paths, and shared documentation. We extend your team rather than replace it.

Typically 4 to 8 weeks. We document every system in ServiceNow, build out knowledge base articles for your top ticket categories, configure routing and escalation, and run a parallel period to validate before going live. Users see no disruption during cutover.

Yes. As a Microsoft Solutions Partner across Modern Work and Security, our engineers handle Exchange Online, SharePoint, Teams, Intune, Defender, Purview, and Microsoft 365 Copilot. Licensing optimization and tenant administration are part of standard service desk scope.

Related services

24/7 Outsourced Service Desk Built on ServiceNow