Live Virtual Help Desk

Live Virtual Help Desk, known as LVHD, runs outsourced IT help desk and network operations centre services. It works behind the scenes for IT businesses, answering their clients' support requests under the partner's own brand. The company was established in Canada in 2009 and uses staff based in North America.

What Live Virtual Help Desk offers

• Help desk support — telephone and electronic ticket support, with technicians fixing desktop problems through the partner's remote management tools.
• NOC services — round-the-clock monitoring and patching of devices, with interruptions resolved rather than only reported.
• Business-hours and after-hours cover — support can be bought for office hours, out-of-hours or full-time.
• Support for many device types — desktops, laptops, servers, network devices and handheld devices.

Who it works with

Managed service providers and other IT firms that want to extend their own support capacity, mainly across North America.

Key facts

• Founded: 2009
• Team: more than 100 people, from the operations centre to tiers one to three and project staff
• Standards: operations leaders certified in ITIL v4
• Coverage: 24 hours a day, every day of the year