IT Support Helpdesk Los Angeles | Frontline, LLC

The Fast and Friendly IT Support Help Desk You Can Count On

Frontline’s rapid response IT support team assists your staff every day with your technology, and minimizes disruptions and downtime to your business.

Frontline's 24/7 IT Support Helpdesk

Our IT help desk support service operates from our HQ in Los Angeles. We’re available 24/7/365 to respond to and support any IT issue affecting your company.

From the moment you call or email us, our IT helpdesk technicians will instantly respond and proceed to resolve your problem(s).

Our objective is to ensure that your daily business operations run without a hitch.

Average Response Time Of Our IT Support Helpdesk? It's 18 minutes!

When we say we’re fast and responsive, we mean it.  When you first submit your request with the helpdesk for support, within an average of 18 minutes, a technician will first touch the ticket and start formulating a plan to resolve. And chances are very good that it will be resolved within the hour, because 90% of our helpdesk tickets are resolved within 60 minutes or less. 

Customers served! 5 Companies in Los Angeles
Customers served! 5 Total End Users Supported
Customers served! 5 Incidents Resolved Every Month

The Anatomy Of Frontline’s IT Support Helpdesk Team

Frontline's IT helpdesk team is composed of various roles, each contributing to providing excellent IT support and managed IT services. Here's a breakdown of the typical roles and their responsibilities:

Service Desk Manager

This is the team leader who oversees all the IT support techs, and keeps everything running with speed and accuracy to ensure excellent customer service 

Businesswoman with protective gloves and face mask at office


The Dispatcher routes helpdesk tickets to the right resources, monitors their status, keeps clients informed, and ensures the incident is resolved quickly.

inside sales representative

Helpdesk tech, Tier 1 Support

Acts as the first point of contact for users experiencing IT issues providing initial troubleshooting and technical support over the phone, email, or chat.

Systems Administrator, TIER 2

Tier 2 focuses on resolving issues that Tier 1 couldn't handle, often involving in-depth troubleshooting, advanced system diagnostics, and specialized knowledge in specific technologies or applications. 

The Lifecycle of an IT Support Helpdesk Ticket

Even though the life of the ticket may be short-lived due to our speedy response times, there is a proven process in place that streamlines getting the assistance you need, when you need it.

Step 1: Support Request

Call, email or reach out through Frontline’s client portal.

Step 2: First Reponse

Within an average of 18 minutes of your request, we’ll conduct an Initial assessment of the issue and start to plan a solution.

Step 3: Issue Resolution

Our highly skilled IT helpdesk technicians will quickly resolve your issue and email you back, or if needed, call you directly to walk you through the solution.

Step 4: Documentation

We document the issue and its resolution and close the ticket. You’ll know instantly when resolution is complete, what the problem was and how it was solved.

Why Clients Trust Our Los Angeles IT Support and Helpdesk Services

Read what our clients have to say about working with Frontline's IT helpdesk

Seal B.

Foundry Works

Incredible service and highly professional staff. Competitively priced. Extremely responsive. Working with this group is a dream come true. Thank you guys.

Shantelle A.

Thermomix, Inc.

The techs at Frontline are ONE OF A KIND! I never have any issues getting solutions to my problems. They are fast, knowledgeable in a wide range of areas, and always open to assist me with what ever it is that I need.

Gabrielle S.

Tiera del Sol Foundation

Support is consistently provided in a very respectful and professional manner!

FAQs IT Support Helpdesk Services

What are IT support helpdesk services?

IT support helpdesk services refer to the assistance provided to users encountering problems with their computer hardware, software, or network. These services are typically offered by outsourced IT professionals who can be reached via phone, email, chat, or web-based portal. The main goal of IT support helpdesk services is to troubleshoot problems and provide solutions to users to ensure their IT systems operate efficiently and effectively.

How do I request IT support from the helpdesk?

You can email us, contact us by phone, or use the Frontline helpdesk portal.

Is the Help Desk available 24/7?

Yes, we are available 6 a.m. to 6 p.m., and after hours and on weekends and holidays for urgent issues.

What metrics do you use to measure Help Desk performance?

We use several, including average first response and resolution times, same day ticket close percentage, customer satisfaction surveys (CSAT), average number of tickets per user/endpoint per month.

Do you provide helpdesk ticket tracking and metrics reports?

Resolve Issues Quickly With Our IT Help Desk Support 

Sometimes the quickest way to get things done is pick up the phone. Call us at 310.438.5929. Or, if you prefer, leave a message below