24/7 GLOBAL REMOTE
SUPPORT FOR MSPs
Desk, powered by Level 1–3 engineers available worldwide, 24/7.
From day-to-day support requests to critical incidents, TTSE provides a fully managed help
desk solution that integrates seamlessly into your MSP operations.
This is your global help desk, fully managed.
Your Help Desk Team, Without
the Overhead
the challenges of hiring, training, and managing internal staff.
consistent service delivery under your brand.
Level 1–3 remote engineers
End-user support and troubleshooting
Server, network, and infrastructure support
Microsoft 365 and cloud platform support
Incident, request, and problem management
Escalation handling and resolution
Follow-the-Sun Support Model
TTSE provides true 24/7 support coverage, ensuring your clients are supported at any time, regardless of location.
Our global capability allows MSPs to:
Support international clients seamlessly
Provide after-hours coverage without internal staffing
Maintain SLA commitments across time zones
Deliver consistent service quality worldwide
- 24/7/365 availability
- Global engineer coverage
- Time zone-aligned support delivery
- Continuous monitoring and response
Right Engineer, Right Time
Every ticket is managed through a structured escalation model, ensuring efficient resolution.
First Response & Triage
1. First Response & Triage
Initial ticket handling
Password resets & basic troubleshooting
End-user support and quick f.
Advanced Troubleshooting
2. Advanced Troubleshooting
System and application issues
Deeper technical investigation
Issue escalation from Level 1
Complex Issue Resolution
3. Complex Issue Resolution
Initial ticket handling
Password resets & basic troubleshooting
End-user support and quick f
Faster resolution times and consistent service delivery across all ticket types.
Seamless Integration Into
TTSE integrates directly into your existing workflows, tools, and processes.
Process Overview:
- Tickets are logged via your PSA, email, or portal
- TTSE Help Desk triages and prioritises
- Issues are resolved or escalated internally (L1 - L3)
- Communication is maintained with the end user
- Tickets are resolved, documented, and closed
Professional, Consistent, White-Label Support
Your clients experience TTSE as part of your business.
- Clear, professional communication
- Regular ticket updates
- SLA-aligned responses
- User-friendly support interactions
- Full ticket documentation
Where the Remote Help
Day-to-Day Support
- User issues and service requestsy
- Software troubleshooting
- Access and permissions
After-Hours Coverage
- Overnight support
- Weekend coverage
- Holiday support
Overflow & Scaling
- High ticket volumes
- Rapid growth phases
- Staff shortages or leave coverage
Specialised Support
- Microsoft 365
- Cloud platforms
- Infrastructure support
Built for MSPs
fully integrated support solutions.
Dedicated Level 1–3 engineers
24/7 global support capability
Fully integrated with your workflows
White-label delivery under your brand
Strong focus on SLA, communication, and accountability
Backed by automation and process
Stop Building Expensive Internal
Now is the time to rethink how your MSP delivers remote support.
Traditional Help Desk Challenges
- High staffing costs
- Inconsistent utilisation
- After-hours coverage gaps
- Ongoing training & retention issues
A Smarter Way to Scale with TTSE
- Pay for the service you need, when you need it
- Scale up or down instantly
- No recruitment or training overhead
- Consistent, reliable service delivery
What MSPs Say About Working With TTSE
From emergency response to nationwide coverage, TTSE enables MSPs to support their clients
more efficiently and scale with confidence.
“Reliable, fast, and highly professional.”
Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea
commodo consequat. Duis aute irure dolor in reprehenderit..
Operations Director
"highly professional.”
industry’s standard dummy text ever since the 1500s, Duis aute irure dolor in reprehenderit..
Operations Director
“Reliable, fast, and highly professional.”
has been the industry’s standard dummy text ever since the 1500s,
Operations Director
“Reliable, fast, and highly professional.”
Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea
commodo consequat. Duis aute irure dolor in reprehenderit..
Operations Director
“Reliable, fast, and highly professional.”
Ipsum has been the industry’s standard dummy text ever since the 1500s,
Operations Director
Frequently Asked Questions
work with MSPs across Australia.
We provide Level 1–3 on-site engineers for a wide range of services including hardware installations, project work, break-fix incidents, network troubleshooting, server support, and data centre tasks. Whether it’s a planned rollout or an urgent issue, we ensure the right skill level is deployed.
Yes. TTSE offers Australia-wide coverage, 24/7, including metro, regional, and remote locations. We work with your MSP to set clear expectations around engineer availability and response times for remote or hard-to-reach sites.
Response times depend on the location and availability of engineers in the area. For metro locations, response is typically faster, while regional and remote areas may require additional travel time. TTSE provides clear ETA communication from the moment a job is dispatched.
All on-site requests are managed through the TTSE Remote Help Desk, which handles triage, escalation, dispatch, and communication. This ensures a fully coordinated experience, with updates on engineer ETA, job progress, and resolution.
Engineers are coordinated under the TTSE banner, but they will present themselves as working on behalf of your MSP. This ensures a seamless, white-label experience and protects your client relationship.
Yes. The service supports both:
- Emergency incidents (e.g. outages, hardware failures, no connectivity)
- Planned work (e.g. installations, upgrades, project rollouts)
This gives your MSP flexibility to use TTSE as a complete on-site support solution.
Extend Your MSP Capability Today
Our Locations
MELBOURNE
17/31 Queen Street, Melbourne, VIC, 3000
SYDNEY
50 Clearance Street, Sydney, NSW, 2000
GOLD COAST
50 Cavill Avenue, Gold Coast, QLD, 4217