What we actually run
Tier 1/2 support run to the SLAs you set — access issues, hardware, software troubleshooting, onboarding and offboarding — not a generic vendor default.
- Ticket triage with context, not just category tags
- Shadow AI signal built into intake — flagged as part of the normal workflow, not discovered six months later in a security review
- Escalation paths that reach AI Governance and Endpoint Ops directly when a ticket turns out to be bigger than a ticket
Why this is different from a standard outsourced desk
Most outsourced service desks are optimized for one number: time to close. That's fine for a password reset. It's the wrong metric for “an employee just described using a tool nobody in IT has heard of.”
47% of enterprises name IT itself as the top source of shadow AI (WitnessAI, 2026) — which means the team running your desk needs to be watching itself too, not just the rest of the company.
What you get
- A service desk that resolves day-to-day volume without you thinking about it
- Ongoing visibility into what AI tools are actually showing up in employee requests
- A direct operational link between support tickets and your broader AI governance posture
- Reporting your audit committee can actually use, built from what's really happening