The desk is where your IT gets judged
Users do not experience your architecture. They experience the person who answers when something breaks - whether that person picks up quickly, speaks their language, and can actually fix it without passing them along.
Ours is staffed by Cogent employees in Cogent delivery offices, anchored by our service desk hub in Gajków for EMEA and our Kuala Lumpur office for APAC, with regional entities covering the Americas. That is what makes 20 languages real rather than a claim resting on a translation service, and what makes 24/7 genuine follow-the-sun rather than an overnight skeleton crew.
Buy it standalone, as part of Managed IT, or white-labelled behind your own brand if you are an MSP or reseller. In all three cases it runs on Cogent OS with live SLA clocks visible to you.
Staffed across three shift regions
EMEA shift
Anchored at our Gajków service desk hub with support from Turin, Madrid, Bucharest, Burgas, Budapest and Tallinn.
APAC shift
Anchored at Kuala Lumpur with Singapore, Hong Kong, Rajpura, Jakarta, Queensland and Auckland.
AMER shift
Las Vegas for North America and São Paulo for Latin America, covering the western working day.
From five channels to one confirmed close
Every stage has a metric and an owner. The design principle is that a ticket should be resolved as early in this funnel as it can be, and should never travel back up it.
The same named people, learning your estate
A desk staffed by whoever is free is a desk that never learns anything. Under the pod model, a defined team of named agents owns your account - they know your applications, your sites, your VIPs and the three things that always go wrong at month end.
Second-line expertise sits inside the pod rather than behind it. That is the single biggest lever on first-contact resolution: the person who answers has the skill and the access to finish the job, so the ticket does not bounce to a queue the user cannot see.
Pods are sized to your volume with cover planned for absence and peaks, and you meet the people. They are an extension of your business, not an anonymous queue.
Where the machine helps, and where it does not
AI routing
Language detection, intent classification and priority suggestion at intake, so the ticket reaches the right pod without a triage step.
Suggested resolutions
The agent sees ranked candidate fixes from your own knowledge base and resolution history. The agent decides; the assistant proposes.
Predictive analytics
Incident trend analysis flags a pattern - a failing device model, a site with rising faults - before it becomes a monthly report line.
The human owns it
Conversation, judgement and accountability stay with the agent. We do not put a bot between a frustrated user and a person, and we do not force deflection to hit a target.
Measured per agent, not just per queue
Desk quality decays quietly unless it is measured at the level where it happens. Every agent carries a QA scorecard against sampled tickets and calls: accuracy, tone, process adherence, documentation quality and whether the fix actually held.
Operationally we track first-contact resolution, average handling time, CSAT and NPS, and publish them monthly with the trend rather than the snapshot. Where a metric moves the wrong way we bring you the cause and the action, not just the number.
For MSPs, resellers and integrators
If you sell managed services and need a 24/7 multilingual desk you could not economically staff yourself, we run it behind your brand. Your greeting, your ticket references, your reporting format.
Back-to-back service levels are agreed before delivery, confidentiality and non-solicitation terms protect your client relationship, and evidence and reporting are exportable in a form you present as your own. See our channel proposition →
Desk performance
Questions buyers ask
How quickly can you add a language we need?
Where the language already exists in our workforce - which covers most European and major Asian languages - it is a matter of routing configuration and a few weeks of knowledge transfer. Where it does not, we recruit into the relevant entity, which is a normal hiring cycle. We will tell you which of the two applies before you sign rather than after.
Can you handle surge and seasonal peaks?
Yes. Pods are sized to steady-state volume with an agreed surge envelope above it, drawn from the wider desk floor. Retail clients typically contract a defined peak-season uplift; project-driven peaks such as a migration cutover are planned as hypercare with named additional agents.
Who owns the knowledge base?
You do. We build and maintain it - often writing it from scratch in the first months because most estates have very little - and it is exportable in portable formats at any time and at exit. The content is yours; the platform it lives in is ours.
Can you integrate with our telephony and ITSM?
Yes. We can take calls on your numbers or ours, integrate with your existing telephony platform, and work ticket-level integration with ServiceNow, Jira and similar so records flow both ways. We are candid about the trade-off: integration adds a seam, and the evidence model is tightest when the ticket lives with us.
Is the desk really 24/7, or is overnight an on-call rota?
Genuinely staffed. Overnight for Europe is the daytime shift in Kuala Lumpur, and overnight for APAC is the daytime shift in Las Vegas or São Paulo. That is why 24/7 does not carry an unsociable-hours premium in our pricing: nobody is being woken up.
Users waiting too long, in the wrong language?
Tell us the headcount, the countries and the languages. We will size the pod, propose the shift coverage and show you the metrics we would report.