01 — 24/7 IT Service Desk Support

Our dedicated team of highly trained operators is available round-the-clock to provide IT service desk support. We strictly adhere to service level agreements (SLAs) established with each client, ensuring that our response times and first-time-fix rates rank among the best in the industry. By working closely with our clients, we become proficient in their specific systems and services, seamlessly integrating with their in-house IT teams to deliver exceptional customer support.

02 — Efficient Call Triage and Resource Optimisation

To maximize both in-house and out-of-house resources, we work with our clients to establish clear issue metrics and triage each call effectively. This enables us to quickly route issues to the appropriate responder, helping to streamline customer service and internal workflows. As logistics management experts, we coordinate closely with on-site IT staff, managing communications with customers and repair teams to ensure company resources are deployed rapidly and cost-effectively.

03 — Multilingual IT Support

With multilingual support available 24/7 in over 200 languages, we act as a critical support hub for many international clients, anchoring their follow-the-sun service models. Our team of skilled interpreters ensures that language is never a barrier to top-tier IT support, helping businesses eliminate service gaps across time zones

04 — IT Continuity with Frontline

Our support extends beyond phone calls to include email and SMS. We monitor and triage automated system alerts with the same rigor as live calls, adjusting support lines based on real-time traffic. With broad expertise in CRM and help desk software, our team ensures that customers receive thorough assistance and that all interactions are efficiently documented within a unified system.

05 — Tailored Support Solutions

Recognizing that each client’s needs are unique, Frontline collaborates with your team to develop a customized response model. From dedicated support teams to detailed problem/solution plans, we craft client-specific SLAs that our team rigorously upholds. After training in your company’s systems and procedures, our IT support team delivers Frontline’s industry-leading service tailored to fit your organization perfectly, ensuring dependable, specialized support at all times.

06 — Integrated System Monitoring and VIP Client Support

We seamlessly integrate with your existing systems to monitor, respond to, and manage all client inquiries, including priority VIP clients. Our team can instantly provide live updates on job statuses, assign jobs to appropriate queues, and enter real-time progress notes accessible to all stakeholders. This means every action we take is visible, ensuring transparency and continuity across your team.

When a client raises a ticket or sends an email directly to your system, our operators react promptly, processing each issue in alignment with your predefined playbook or agreed processes. This approach allows us to handle inquiries with the highest level of precision, keep everyone informed, and ensure VIP clients receive the exceptional level of service they expect.

07 — Proactive Escalation and Follow-the-Sun Support

When critical issues arise—whether revenue-impacting or affecting multiple users—our team takes swift action to escalate to the appropriate specialists on your team. We ensure that the right person is alerted, whether it’s a product specialist, an application developer, or a member of the infrastructure team, allowing you to resolve issues promptly and mitigate impact.

For multinational clients, we support a follow-the-sun model, where our teams can identify and route issues to team members in active time zones, ensuring continuous response without delay. Additionally, for clients working with third-party providers (such as hosting companies or ISPs), we can escalate directly to these vendors, raising tickets and coordinating resolutions so that your team remains undisturbed after hours. This streamlined escalation process keeps your operations running smoothly and supports uninterrupted rest for your in-house team.