Global End User Service Desk

Reimagine user experience

Talk to an Expert

 24x7 global service desk coverage is no longer a luxury, it's a necessity.

  

Today’s global enterprise requires always-on access to systems and rapid issue resolutions. When one errant password reset can trigger discontent with IT, you need a provider that values each connection. With multi-channel support, intelligent ticket routing, live engineers, and an AI and automation-driven backend, Protera redefines the customer service experience.
Fewer tickets. Better service. Happier end users.

 
Checkmark icons_Icon 3 Cloud copy 8

Programmatic CI

Continuous improvement embedded in service delivery to elevate user satisfaction & reduce ticket counts. We analyze repetitive tickets over trendlines to identify root causes and then roll out impactful remediations like task automations or user training.
Icon set 3-83

Total Ticket Ownership

Protera takes ownership of tickets from inception to resolution—even when Level 2, Level 3, or third-party resources are required. We assume custodial care of your tickets as a single source of truth for status & resolution.
Protera website redesign Icon Pack_Icon 3 Cloud copy 6

Skilled L1 Engineers

Protera’s global service desk is staffed with front-line engineers enrolled in our Academy Program and trained to resolve common IT issues at first contact, utilizing client-specific knowledgebases.

How we do IT.

 

Staffed globally across our Centers of Excellence in North America, Europe, and India, Protera’s Global End User Service Desk provides premium, 24x7 end user support for IT issues, designed to improve end user satisfaction through continual refinement of IT operations.

We have streamlined service desk onboarding processes to allow for immediate impact, whether your current help desk is internal or outsourced. Leveraging our custom knowledgebases for each client, we track common incidents and document resolutions, fostering high first-tier resolution rates and promoting a culture of continuous improvement. Our goal is to make your users’ experience with IT a positive one by streamlining and optimizing end user support.

7 10 8 25 Years Cloud Expertise 4-3 9 3-Sep-29-2025-06-52-29-8204-PM 25 Years SAP Expertise
iStock-2162599103

AI-Driven, People-Powered

Intelligent utilization of AI allows service desk team to focus on high value, high impact tasks, resulting in measurable reductions in response times, improved service quality, higher end-user satisfaction, and lower operational costs.

iStock-1124582724

Protera Academy

Our service desk engineers undergo extensive training to ensure you receive professional, effective responses at each interaction, boosting first-tier resolution rates. The Academy has a set curriculum and certifications required to “graduate” to the next level.

customer-quote

We were impressed at just how well they understood our systems and what we needed to do to make this project seamless for our end-users every step of the way. - Global IT Manager, BK Medical  

customer-quote (1)
 

Real stories, real impact.

Client Stories & Helpful References

LSC-2

 

Cloud Strategy Fuels Innovation at LSC Communications

Discover how LSC executed a complex carve-out migration, consolidating 750 systems and empowering 1,000 AVD users with Azure.

Learn more button image

 

Hold

 

Holman Gains Scalability and Efficiency with Azure Migration

With Protera’s expertise, Holman migrated from private to public cloud, securing SAP performance, reliability, and compliance without business disruption.

Learn more button image

 

Vilore (5)

 

Protera Does More than SAP: Here’s Why You Need to Know About It

Explore our comprehensive managed services for cloud, ERP, security, and modern work—backed by partnerships with AWS, Azure, and Google Cloud.

Learn more button image

 

Vilore (33)

 

The Future of Modern Cloud: Cloud-First Success Starts with the Right MSP

Not all IT teams can manage cloud complexity alone. See how MSPs deliver expertise, efficiency, and long-term ROI in a cloud-first world.

Learn more button imagehttps://info.protera.com/protera-podcast

 

Protera Podcast

 

Protera Podcast

The Protera Pod isn’t your average webinar. Tune in for real talk, smart insights, and stories from IT experts who’ve lived it.

Learn more button imagehttps://info.protera.com/protera-podcast

 

01

Discover

We run collaborative workshops with your team to understand requirements, define goals, and build a prioritized backlog for automation initiatives.

Output: Automation initiative backlog 

02

Build

Our team executes against the jointly-defined backlog using an agile, sprint-based approach to quickly deliver incremental value with visibility into progress.

Output: Automation enabled via agile delivery model

03

Discover

Regular sessions to review progress, reprioritize tasks, and incorporate new requirements for both DevOps automation and operational procedures.  

Output: Critical tasks appropriately prioritized

Global Service Desk, Delivered as a Service

Fewer tickets. Better service. Happier end users. Contact Protera today to learn more.