A reliable help desk keeps people working. 360 Soft provides help desk and IT support specialists from Istanbul for L1, L2 and L3 support, remotely or on-site, during business hours or in 7/24 shifts. You can lease a single specialist to support your internal IT team or a complete service desk; teams range from 1 to 200+ people and a typical start is within 1–2 weeks. This page is part of our IT staff leasing services.
When does a help desk need arise?
- Your IT team spends most of its time on password resets and printer issues instead of projects.
- Ticket queues grow after a merger, a new office or a rollout of new software.
- Users in several time zones need support outside your office hours.
- You need multilingual support (for example English, German, Arabic or Turkish).
- An internal support colleague is leaving and you need continuity quickly.
Support levels: L1, L2 and L3
| Level | Typical tasks | Who handles it |
|---|---|---|
| L1 | Ticket intake, password resets, account unlocks, basic software and hardware issues, triage and routing | Help desk specialist (junior or mid) |
| L2 | Deeper troubleshooting, endpoint management, M365/Google Workspace administration, network connectivity issues | Experienced support specialist or desk-side technician |
| L3 | Root-cause analysis, server, network or application issues, changes to configuration | System or network administrator, application expert |
We can staff one level or the whole chain, and align escalation paths with your internal teams and vendors.
Scope of the role
- Logging, categorising and prioritising tickets in your ITSM tool
- Resolving incidents and service requests within agreed SLAs
- User onboarding and offboarding: accounts, licences, devices, access rights
- Endpoint support for Windows and macOS laptops, mobile devices and peripherals
- Microsoft 365 or Google Workspace user administration
- Maintaining a knowledge base and self-service articles
- Asset inventory and simple procurement coordination
- Escalating to L2/L3 or vendors and following up until closure
Seniority matrix
| Level | Experience profile | Typical responsibility |
|---|---|---|
| Junior | Entry-level support experience, strong communication | L1 tickets with runbooks and supervision |
| Mid | Several years in support, handles most issues independently | L1/L2, knowledge base ownership, mentoring juniors |
| Senior / team lead | Broad support and administration experience | Queue management, shift planning, reporting, escalations |
Tools, technologies and frameworks
- ITSM: ServiceNow, Jira Service Management, Freshservice, Zendesk, GLPI
- Endpoint and identity: Microsoft Intune, Active Directory, Entra ID, Jamf, Google Admin
- Remote support: TeamViewer, AnyDesk, Microsoft Remote Assistance
- Collaboration: Microsoft 365, Teams, Google Workspace, Slack
- Process frameworks: ITIL-aligned incident, request and problem management
How we assess candidates
Candidates go through a structured interview, a language check in the required language and a practical troubleshooting scenario based on typical tickets from your environment, for example an Outlook profile issue, a VPN connection failure or a new-joiner setup. We also assess written communication, because ticket notes and user replies are part of the job. You interview the shortlisted candidates and decide.
Leasing, in-house or managed service: which one when?
- Leasing (staff augmentation): you keep your ITSM process and direct the work; we provide the people and continuity.
- In-house: suitable when support is a long-term core capability and you can recruit and retain staff.
- Managed service: we own the help desk outcome against agreed SLAs, including staffing, shifts and reporting.
Working models
- Remote: the help desk specialist works from Türkiye through your VPN, VDI or bastion host, with MFA and logged access.
- On-site: the help desk specialist works at your premises when physical presence is needed.
- Hybrid: on-site during onboarding or critical phases, remote in steady state.
- Shifts: business hours in your time zone, extended hours or 7/24 rotation.
Process and typical timelines
| Step | What happens | Typical duration |
|---|---|---|
| 1. Requirement call | Scope, systems, tools, hours, language, location | 1–2 days |
| 2. Shortlist | Screened profiles matched to the agreed criteria | A few working days |
| 3. Assessment | Interview and a troubleshooting scenario | Within the first week |
| 4. Onboarding | Accounts, access, documentation, first-week plan | Typical start in 1–2 weeks |
| 5. Steady state | Monthly reporting and service reviews | Ongoing |
Help desk KPI and SLA table
| Indicator | Definition | How it is used |
|---|---|---|
| First response time | Time from ticket creation to first response, per priority | Defined in the SLA by priority |
| Resolution time | Time to resolve incidents and requests | Tracked per category |
| First contact resolution | Share of tickets solved without escalation | Quality and training indicator |
| Reopen rate | Tickets reopened after closure | Quality control |
| Backlog age | Open tickets older than an agreed threshold | Weekly review |
| User satisfaction | Survey score after closure | Trend and improvement actions |
Targets are agreed per engagement after reviewing your ticket history.
Factors that affect the price
| Factor | Effect |
|---|---|
| Support level | L2/L3 profiles cost more than L1 |
| Hours | Night, weekend and 7/24 coverage increase cost |
| Languages | Additional languages narrow the candidate pool |
| Location | On-site desk-side support may add travel and equipment |
| Volume and team size | Larger teams allow shared team leads and shift efficiency |
| Model | Managed service includes management and SLA ownership |
In-house, freelancer and outsourcing compared
| Criterion | In-house hire | Freelancer | 360 Soft help desk |
|---|---|---|---|
| Time to start | Often months | Fast but variable | Typically 1–2 weeks |
| Continuity | Depends on retention | Single point of failure | Replacement process in the contract |
| Coverage | Limited by headcount | Limited to one person | Shifts up to 7/24, teams up to 200+ |
| Admin load | Recruitment, payroll, HR | Contract per person | One B2B contract |
| Security and IP | Your policies | Varies | NDA, IP assignment, GDPR DPA |
Risks and how we mitigate them
| Risk | Mitigation |
|---|---|
| Knowledge loss when someone leaves | Documented runbooks and knowledge base, replacement process |
| Inconsistent quality across shifts | Shared ticket templates, QA reviews, shift handover notes |
| Excessive access rights | Least privilege, separate admin accounts, logged sessions |
| Language or cultural gaps | Language checks and user-facing communication guidelines |
Security, GDPR/KVKK, NDA and intellectual property
The help desk specialist signs confidentiality undertakings before access is granted and works only inside your controls: your identity provider, your logging, your approval workflows. Access follows least privilege and is revoked on offboarding. Personal data is processed only on your documented instructions.
Legal note
The engagement is a B2B service agreement with 360 Soft, which employs the specialist under Turkish labour law. The standard package includes an NDA, an assignment of intellectual property in work results to the client, and a GDPR data processing agreement (DPA) with the Standard Contractual Clauses for EU transfers or the UK IDTA/Addendum for UK transfers. Processing in Türkiye is also subject to the KVKK (Law No. 6698). Sector rules in Türkiye apply where the team operates, and local rules in your country apply as well; we recommend a review by your legal counsel.
Help desk service checklist
- Are support levels and escalation paths documented?
- Are SLAs defined per priority?
- Is there a knowledge base and who maintains it?
- Is shift coverage aligned with your users’ time zones?
- Is there a written replacement process?
- Are NDA, IP and GDPR terms in place?
Illustrative scenario
Illustrative scenario. A company with 600 employees across three countries finds that its two internal IT staff are overloaded by tickets. It leases three L1 specialists working remotely in staggered shifts and one L2 specialist, while the internal staff move to infrastructure projects. Ticket categories and a knowledge base are set up in the first month. This example is illustrative and does not describe a specific client.
Frequently asked questions
What does a leased help desk specialist do?
They log and resolve user tickets, handle onboarding and offboarding, support endpoints and collaboration tools, maintain the knowledge base and escalate complex issues.
Can you provide L1, L2 and L3 support?
Yes. We staff a single level or the whole chain, with L3 usually covered by system or network administrators.
Can the help desk work in our time zone?
Yes. Shifts are planned around your business hours, extended hours or 7/24 coverage.
Which languages are available?
English and Turkish are standard; German, Arabic and other languages can be sourced depending on the role.
Do you work in our ticketing tool?
Yes. Our specialists work in your ITSM tool, for example ServiceNow, Jira Service Management, Freshservice or Zendesk.
How quickly can support start?
A typical start is within 1–2 weeks after the profile is agreed.
Can the support be on-site?
Yes. Desk-side support at your premises is possible, as is a hybrid model.
What happens if a specialist leaves?
We provide a replacement profile and a documented handover under the contractual replacement process.
How is the price determined?
By support level, hours, languages, location, team size and the service model. We quote after a requirement call.
How is data protection handled?
Through an NDA, a GDPR data processing agreement with SCCs, least-privilege access and compliance with the Turkish KVKK.
Talk to us about your team
Tell us the role, the number of people, the working model (remote, on-site or hybrid) and your target start date. We reply with a team proposal, a scope and an indicative timeline. Call or WhatsApp +90 850 335 10 87, message us on WhatsApp, email info@360-soft.com or use our contact page.
360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti. · Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul, Türkiye.
Related pages
- IT staff leasing hub
- System and network administrators
- Cyber security specialists
- Data engineers and data analysts
- Outsourcing services
- Staff augmentation in Türkiye
- Türkçe: IT destek / help desk uzmanı kiralama
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