Employee Support & Lifecycle
A help desk that answers on the night shift, and a leaver process that doesn't skip steps.
If your people work nights and weekends, a desk that opens at 9 a.m. doesn’t help them. We staff one that answers whenever they’re working. And onboarding and offboarding run as a checklist that fires from HR, so whoever left on Friday can’t sign in on Monday.
What usually prompts the call
- Second-shift staff open tickets at 11 p.m. and hear back at 9 the next morning
- New hires wait days for a login; leavers keep theirs for weeks
- Managers have become the unofficial help desk
- An auditor wants to know who got access to what, and when it was removed
- One number for anything with a plug or a password
The two services
24/7 Employee Support Desk
A staffed desk for your workforce, by phone or chat, email, or portal, with response targets spelled out in the agreement. We won’t quote full 24/7 if extended hours would do.
- 24/7 coverage, or extended hours
- Intake by phone, chat, email, or portal
- Priority matrix and monthly SLA reporting
- Knowledge base and self-service for repeat requests
- Monthly ticket analysis and what keeps coming back
Employee Onboarding & Offboarding
HR marks someone as starting and the checklist fires: accounts, licenses, a device shipped to the right address, access set by role. Leavers get the same list in reverse, the same day.
- Standard access profile for each role
- Device provisioning and shipping
- Welcome session on the first morning
- Same-day offboarding: access revoked, device recovered
- Audit trail on every change
Setting the desk up
01 Define
Service hours, channels, how a ticket gets ranked, and what access each role carries.
02 Integrate
We connect the desk to your HR triggers and to identity and device management, so a new-hire record starts the checklist by itself.
03 Operate
Tickets get answered and joiners and leavers get processed. Every action lands in the log.
04 Review
Monthly SLA and ticket reports, and once a quarter we go after whatever keeps generating tickets.
What changes for your managers
- One number and one portal for every technology problem
- SLA reports you can hand to leadership unedited
- New hires working the first morning, leavers locked out the same day
- An access log you can hand to a HIPAA or SOC 2 reviewer
Employee support FAQ
Is the desk staffed by Moonscape engineers?
Moonscape engineers, with a partner desk covering overnight hours where volume calls for it. Everyone works from your playbook.
Can the desk support our line-of-business applications?
During onboarding we write how-to and escalation notes for each application and keep adding to the knowledge base as tickets come in. The ERP vendor usually stays the final escalation point.
Do you need Flow to use this?
It works best with Flow underneath, because the desk can see monitoring data and push a fix to a device instead of talking someone through it. It’ll run on top of another provider too.
What is your current provider's SLA worth?
Pick ‘An SLA review of my current provider’ in the IT Health Check form and we’ll compare it line by line.