Modern Work Partner
Microsoft 365 end-user and productivity expertise
A good MSP is one that actually picks up the phone.
Tickets shouldn’t drag for days. They also shouldn’t get closed in fifteen minutes to hit a benchmark, only for the same issue to resurface a week later.
End user IT support is the most visible part of any MSP relationship — and where most providers quietly fail their clients.
We deliver it differently: real engineers who know your environment, true first-call resolution where possible, structured escalation when needed, and a continuous improvement loop that means problems get genuinely fixed, not just closed.
The solution
Triage, dispatch, escalate — the right answer the first time.
Our end-user support runs across three layers — triage and resolution at first touch, dispatching to third parties for vendor-specific issues, and escalation into our second-line teams for anything that needs deeper expertise.
First-Line Support
- Phone, email, chat and self-service
- Real engineers — not a call-deflection bot
- First-call resolution targets we actually meet
- Knowledge base built around your environment
Device & Endpoint Support
- Laptops, desktops, tablets, mobile
- Printer and peripheral troubleshooting
- Remote and on-site as needed
- Hardware lifecycle and replacement support
Onboarding & Offboarding
- Smooth joiner workflows
- Mover support for role changes
- Secure offboarding aligned with HR
- Asset and licence reclamation
Second-Line Support
- Microsoft 365 administration and troubleshooting
- Identity and access support
- Network, security and configuration escalations
- Direct path to engineering for tough problems
Vendor Dispatch
- We open and chase third-party tickets on your behalf
- Co-ordination with line-of-business software vendors
- Single point of contact even when the issue isn’t ours
- Documented hand-offs back to you when needed
Reporting & Improvement
- CSAT surveys after every interaction
- Monthly reporting on volumes and trends
- Quarterly review with continuous improvement actions
- Transparent SLA tracking
Our Expertise
97% client satisfaction — and we publish it.
We’re proud of our customer satisfaction score, and we display it on the live dashboards in our office. Every survey response — good, bad or somewhere in between — informs how we improve.
ISO 9001 certified
Audited service-quality management
97%
Client satisfaction
2026 year to date
128
Structured service reviews
Every year across managed customers
FAQS
Common questions
A few of the questions we get asked most often.
What is end-user IT support?
End-user IT support provides help desk and day-to-day technical assistance to an organisation’s employees—resolving issues with devices, applications, email, and access. Covering everything from password resets to troubleshooting and device setup, it keeps staff productive and minimises the downtime caused by everyday technology problems.
How does ICT Solutions deliver end-user support?
ICT Solutions delivers end-user support through a service desk with defined SLAs, remote and on-site assistance, and device management via Microsoft Intune. ICT handles requests and incidents, proactively maintains and secures devices, and manages the full user lifecycle—giving employees responsive support while freeing internal resources from routine IT tasks.
How is end-user support relevant to Maltese businesses?
For Maltese SMEs without a full internal IT team, outsourced end-user support offers professional help at predictable cost. ICT’s on-island presence means genuinely local, timely assistance—remote or on-site—with real understanding of the tools and infrastructure Maltese businesses use day to day.
Download Ebook
Want to learn more?
Our IT Support Buyer’s Guide outlines what good support actually looks like — and how to evaluate providers honestly.
Case Studies
Case Studies & Testimonials
We are excited for our work and how it positively impacts clients.
Managed Security & IT – Otech
Otech strengthened its day-to-day technology operations with managed IT and security support designed around the needs of its growing business.
Managed Security – Arringo
Arringo adopted a proactive managed security approach to strengthen protection, visibility and ongoing support across its technology environment.
Managed Cloud – Andaria
Andaria built a secure, scalable cloud foundation that supports reliable operations and gives the business room to grow.
Protected: Managed Security – Mizzi Group
Mizzi Organisation strengthened cyber resilience across its diverse operations through a coordinated managed security service and continuous specialist support.
Fortinet-Powered Network Transformation
AX Group modernised its network with Fortinet technology, creating a more secure and consistent foundation for connectivity across the organisation.
Cybersecurity for a Market Leading iGaming Company
A market-leading iGaming company strengthened its cyber resilience with a security programme designed for a fast-moving, digitally driven environment.
OUR PARTNERS
World-class platforms. Local expertise.
