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24/7 GLOBAL REMOTE

SUPPORT FOR MSPs

Deliver consistent, scalable IT support to your clients with the TTSE Remote Managed Help
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 not just remote support. 
This is your global help desk, fully managed.

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Your Help Desk Team, Without the Overhead

Our Remote Managed Help Desk gives MSPs access to a full team of skilled engineers, without
the challenges of hiring, training, and managing internal staff.

We operate as an extension of your business, handling tickets, supporting users, and ensuring
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:

  • 24/7/365 availability
  • Global engineer coverage
  • Time zone-aligned support delivery
  • Continuous monitoring and response
  • Maintain SLA commitments across time zones
  • Deliver consistent service quality worldwide
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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 fixes.

Advanced Troubleshooting

2. Advanced Troubleshooting

System and application issues
Deeper technical investigation
Issue escalation from Level 1

Complex Issue Resolution

3. Complex Issue Resolution

Ticket escalation from Level 1 to 3 within the team, to ensure that your support issue gets resolved promptly.

Faster resolution times and consistent service delivery across all ticket types.

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Seamless Integration

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

We adapt to your environment … not the other way around.

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
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A seamless experience that strengthens your MSP brand.

Different Types of Remote Help

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Day-to-Day Support

  • User issues and service requestsy
  • Software troubleshooting
  • Access and permissions

after-hours-it-support

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

TTSE is designed specifically for managed service providers, delivering reliable, scalable, and
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

We don't just answer tickets— we deliver a managed help desk experience.

Stop Building Expensive Internal Teams

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 Us

From emergency response to nationwide coverage, TTSE enables MSPs to support their clients
more efficiently and scale with confidence.

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stars

“Reliable, fast, and highly professional.”

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Operations Director

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"highly professional.”

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Operations Director

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“Reliable, fast, and highly professional.”

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has been the industry’s standard dummy text ever since the 1500s,

Operations Director

stars

“Reliable, fast, and highly professional.”

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commodo consequat. Duis aute irure dolor in reprehenderit..

Operations Director

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“Reliable, fast, and highly professional.”

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Frequently Asked Questions

Find answers to common questions about our on-site support services, coverage, and how we
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

If you need reliable, scalable on-site support across Australia, TTSE can act as your national field services solution. Let’s build a solution tailored to your clients, locations, and support requirements.
Request On-Site Support

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