Service / Operations
Agent Helpdesk
A responsive helpdesk built around the rhythm of a real estate office: evenings, weekends, open houses and a closing-day deadline that cannot slip.
The brief
The Agent Helpdesk gives every licensee and administrator a single number and inbox for technology problems, with response targets that reflect how agents actually work, which is rarely nine to five.
An agent whose phone will not sync at an open house, or whose e-signature link fails on the last day of a condition period, does not experience that as an IT ticket. They experience it as a risk to a client relationship. Structured support, with ownership and escalation, protects the commission as much as the contract.
Problems this service resolves
- Agents texting a colleague who happens to be technical, and waiting for a reply
- After-hours failures that surface on Saturday afternoons with no one on call
- The same MLS or CRM login problem fixed repeatedly but never traced to its cause
- No record of how long support takes, so leadership cannot manage it
- New agents waiting days for accounts, signatures and shared drives
What you receive
- Phone, email and portal intake with automatic acknowledgement and a named owner
- Extended-hours coverage with an emergency line for closing-day incidents
- Remote support with explicit consent from the agent
- Onboarding checklists for new licensees and administrative staff
- Monthly reporting on volume, resolution time and repeat issues
- A short plain-language knowledge base for common agent tasks
How it is measured
Measured by first-response time, time to resolve, and the number of repeat incidents per quarter.
Typical tools: Remote support tooling, Microsoft Entra ID, Teams, Ticketing and knowledge base and Password manager.
Pricing in plain terms
Starting points for Agent Helpdesk follow our standard ranges. Managed work begins at $89 to $199 per user per month, projects at $2,500 and senior advisory retainers at $1,500 per month, while a security assessment starts at $1,900. GST of 5% applies, a 10% launch discount is offered to new clients, and the first thirty-minute consultation is free.
Working with the systems you already own
We do not start by replacing your tools. Agent Helpdesk typically works with Remote support tooling, Microsoft Entra ID, Teams, Ticketing and knowledge base and Password manager, together with the CRM, MLS or property-management software already in your office. Where a product is not serving you, we say so and explain the options, including the cost of switching, and we remain vendor-neutral throughout.
Security and privacy built in
Whatever the service, we treat client information as if it were our own. For Agent Helpdesk that means multi-factor authentication, least-privilege access, encrypted storage and a written record of who can see what. Our guidance aligns with PIPEDA and BC PIPA, and we select vendors with SOC 2-aligned practices wherever the market offers them.
A disciplined, staged method
Our method for Agent Helpdesk is assess, standardise, protect, report. We assess what exists, define a standard appropriate to a real estate business of your size, close the highest-risk gaps first and then report on progress each month. Along the way we begin with phone, email and portal intake with automatic acknowledgement and a named owner, because early, visible progress builds confidence in the programme.
Starting well
The first two weeks of Agent Helpdesk are about discovery and quick wins: inventorying what you have, confirming ownership of accounts and fixing anything urgent. We then present a plan with priorities, effort and cost. Only when you approve it do we proceed to larger changes, so there are no surprises on the invoice or on the day.
Service standards and measurement
We measure the work. For Agent Helpdesk the yardstick is as follows. Measured by first-response time, time to resolve, and the number of repeat incidents per quarter. Targets are objectives, not guarantees, and we state them plainly so you can hold us to them. Where something falls short, we explain why and what we are changing, because the point of a trusted advisor is candour rather than comfort.
A fit for these real estate businesses
We most often deliver Agent Helpdesk to land developers, appraisers and mortgage brokers. Each has its own regulators and its own rhythm, so we adjust scope and language accordingly. A small team may need a lightweight version of the service, while a multi-office firm needs a standard it can enforce consistently.
Questions and answers
- How do we start?
- Call (604) 632-4959 or email [email protected] for a free thirty-minute consultation with a senior advisor. We will give you a candid view of priorities and an estimate before you commit to anything.
- Is there a lock-in contract?
- No. We work month to month after onboarding. You own your accounts, domains and data, and we hand over documentation if you choose to leave.
- Do you provide legal advice?
- No. We implement the technical controls that your lawyer or compliance officer specifies, and we work comfortably alongside them.
- Which tools are involved?
- Typical tools include Remote support tooling, Microsoft Entra ID, Teams, Ticketing and knowledge base and Password manager. We remain vendor-neutral and will work with what you have wherever it can meet the standard.
- What is Agent Helpdesk?
- A responsive helpdesk built around the rhythm of a real estate office: evenings, weekends, open houses and a closing-day deadline that cannot slip. It is delivered by ITRE, an IT services and consulting firm for real estate, which means we advise and implement but do not resell hardware for margin.