Employee Support & Lifecycle
A support desk that answers at 2 a.m., and a joiner-leaver process that never misses a step.
Multi-shift teams, multiple sites, remote staff: your people need help when they’re working, not when the office opens. And every hire or departure should trigger the same checklist, every time.
When you need this
- Your staff work evenings, weekends, or across time zones and IT support doesn't
- New hires wait days for accounts and devices; leavers keep access for weeks
- Managers spend their time chasing IT instead of running their teams
- You need an auditable record of who was granted and removed from what, and when
- You want a single number your employees can call for any technology issue
Services in this category
24/7 Employee Support Desk
A staffed helpdesk for your workforce, reachable by phone, chat, email, and portal around the clock, with priorities and response targets written into your agreement.
- 24/7/365 coverage or extended hours
- Phone, chat, email, and portal intake
- Priority matrix and SLA reporting
- Knowledge base and self-service for common requests
- Monthly ticket analytics with recurring-issue recommendations
Employee Onboarding & Offboarding
A managed joiner, mover, leaver process: accounts, licenses, devices, access, and training scheduled from the HR trigger, and reversed completely on departure.
- Standard role-based access profiles
- Device provisioning and shipping
- Day-one welcome session and documentation
- Same-day offboarding with access revocation and device recovery
- Audit trail for every change
How we deliver
Define
Service hours, channels, priorities, and the access profile for each role.
Integrate
Connect the desk to your HR triggers, identity system, and device management.
Operate
Tickets answered, joiners and leavers processed, and every action logged.
Review
Monthly SLA and ticket reports, plus quarterly fixes for whatever keeps generating tickets.
What you get
- One number and one portal for every employee technology issue
- SLA reports you can show leadership
- New hires productive on day one; departures closed the same day
- An access audit trail that satisfies HIPAA, SOC 2, and ISO reviewers
Employee support FAQ
Is the desk staffed by Moonscape engineers?
Yes, with partner coverage for overnight hours where needed. Every agent works from your playbook and escalation rules.
Can the desk support our line-of-business applications?
Yes. We document how-to and escalation for each application during onboarding and expand the knowledge base as tickets come in.
Do you need Flow to use this?
It works best with Flow because the desk can see monitoring data and manage devices directly, but it can also operate on top of your internal IT or another provider.
Find out what your current support really covers.
Choose ‘An SLA review of my current provider’ in the IT Health Check and we’ll compare it line by line.