Sun IT Solutions — Your Technology Team

Help desk support · Toronto & the GTA

Something stopped working. One call, one owner, until it is fixed.

Ring the help desk and a senior engineer who already knows your setup picks it up. Most tickets are fixed remotely in minutes; the rest get an engineer on site. Everything is numbered, prioritised and written down, so nothing disappears into somebody's inbox.

Help desk support for Toronto businesses, Monday to Friday, 8:30am to 5:30pm Eastern, with urgent after-hours escalation.

416-479-0505Compare help desk costs
  • First response within one hour
  • The same engineers every time
  • Every request becomes a ticket
  • Remote fixes, usually in minutes

Four ways in, one queue

  • PhoneFastest for anything urgent
  • EmailLands in the queue with a reference
  • Client portalLog it and track it yourself
  • OnsiteWhen hands are genuinely needed

Same engineers, every time. Nobody asks you to explain your office from scratch.

Priority, in writing

What gets picked up first, and how fast.

Impact decides priority, not who shouts loudest. These targets are part of the agreement, so you can hold us to them.

P1CriticalEmail, file server or internet down for the whole office15 minutes4 business hours
P2HighOne person cannot work, or a core application is broken for a team1 hourSame business day
P3NormalSlowed down or awkward, but there is a workaround4 business hours2 business days
P4RequestNew starter, software install, move or access change1 business dayScheduled with you

Business hours are Monday to Friday, 8:30am to 5:30pm Eastern. Urgent after-hours issues reach an on-call engineer.

What we take

Every ticket your staff would otherwise put off.

There is no list of “supported” and “not supported” to memorise. If it stops someone working, log it.

Password and MFA resets

Verified by a real person, never by reading a code back down the phone.

Printers and scanners

Including the shared one nobody wants to admit they broke.

Email, Teams and SharePoint

Sync errors, missing messages, sharing and permission problems.

Laptops that will not start

Diagnosis, warranty claim, loan device, then files back where they were.

New starters

Account, licences, laptop and access ready before their first morning.

Leavers

Access closed the same day, mailbox and files handled properly.

Suspicious email or link

Triaged straight away, with a plain answer about what was exposed.

Wi-Fi and connectivity

Drops, dead spots and the office that works everywhere but the boardroom.

Phones and mobile devices

Company mobiles, MDM enrolment and the apps people actually use.

Business applications

Your accounting, practice or ERP software, and the vendor behind it.

Slow, full or failing machines

Storage, performance and hardware that is on its way out.

How do I…?

The small questions. They are tickets too, and they get answered.

The cost question

What does a help desk really cost per person?

An internal help desk is not only a salary. Add benefits, tools, licences, training and cover for holidays, and divide it across the people it supports. Most businesses never do this sum, and it is usually a surprise.

This compares cost only. An internal person also knows your business, and sometimes that is exactly what you want — which is what co-managed IT is for.

Internal help desk, per person per month

$223

$93,750 a year for 1 person supporting 35 staff.

Essentials plan, per user$70 / month
Complete plan, per user$95 / month

Internal cost uses salary plus 25% for benefits, tools and overhead, divided across your headcount.

Get a real figure for your team

From first call to fixed

Five steps, none of them yours.

You tell us what stopped working. The rest is our job, and it stays our job until the person confirms it works.

  1. 01

    Log it however you like

    Phone, email, portal or a word to an engineer. Everything becomes a numbered ticket, so nothing lives only in a conversation.

  2. 02

    It is triaged, not queued

    Impact decides priority — the whole office, one person, or a request — and priorities carry published response targets.

  3. 03

    An engineer who knows you picks it up

    Named engineers, with your notes and history in front of them, so nobody asks you to explain your office again.

  4. 04

    Fixed remotely, or onsite

    Most tickets close in a secure remote session while the person keeps working. Hands-on work gets an engineer on site.

  5. 05

    Confirmed and written down

    We check with the person that it actually works, then record what was done so the next ticket starts further ahead.

Reporting

A help desk you can actually measure.

Every ticket is tracked from the moment it arrives to the moment the person confirms it works. That history does two things: it holds us to the targets we agreed, and it shows which problems should be fixed at the root instead of logged again next month.

One monthly report, written in plain English, sent to whoever owns IT budget.

Ticket volume and trends

How many requests came in, what they were about, and which issues keep coming back instead of being fixed at the root.

Response and resolution times

Actual first response and time to close against the targets we agreed, not averages that hide the outliers.

Reopened and waiting tickets

Anything we closed that came back, and anything sitting with a vendor or a person rather than us.

Recurring failures

The laptop model that fails after two years, the printer driver, the app with the bad update — fixed properly next quarter.

Clients

What people say when we pick up.

Long-standing relationships across manufacturing, professional services, transport and healthcare — many measured in years, not months.

“Sun IT Solutions has given us predictable monthly IT budget costs, eliminating surprises and downtime. They provided us with the right IT solution and a comprehensive business plan to meet all future needs.”

Kevin Stanley

President, Skyreach Window Cleaning Inc.

“They are quick to respond to any issues or questions we have and Lloyd always offers solutions so that the same problems don't arise again. Thank you to Lloyd and his team — we can focus on our business while they take care of our IT needs.”

Mike Mintsopoulos

President, Truck Equipment & Service Co. Ltd

“Following our serious server crash the service they provided our business was the absolute best. A technician was onsite almost immediately and worked non-stop to get us back up and running, with almost no downtime.”

Amelia Folco

President, Jupiter Industries Inc.

“Sun IT Solutions convinced us to switch to a VoIP telephone system. It has been virtually trouble free and our telephone costs dropped by more than 80%. We have no hesitation whatsoever in recommending them.”

Richard Waite

President, Salix Systems Limited

Help desk FAQ

What people ask before they ring.

Prefer to ask a person? 416-479-0505 reaches an engineer, not a call queue.

During business hours, critical issues — the whole office unable to work — get a first response within 15 minutes, one person blocked gets one within the hour, and normal requests within four business hours. Requests like new starters and software installs are acknowledged within one business day and scheduled.

The help desk fixes the ticket. Managed IT stops it recurring

Talk to an engineer
IT supportRemote, onsite and cloud support, and the response commitments behind them.Co-managed ITExtra engineers for the internal IT team you already have.Managed IT servicesSupport, patching, security and strategy for one monthly cost.Network managementWhen the ticket turns out to be the switch in the closet.

Try the help desk

Bring us your worst recurring ticket.

Tell us the thing your staff complain about every week. We will tell you what is likely causing it, what fixing it properly involves, and what covering the help desk would cost for your headcount.

Book a help desk review416-479-0505