Password Resets & MFA Enrolment
Locked out of Microsoft 365, forgot the MFA app on a new phone, lost a hardware key, or a new hire needs to be enrolled. Handled in minutes by a named engineer with the right access already documented.
Help Desk & End-User Support · Burnaby, BC
IT Help Desk for Burnaby Businesses
The help desk is the part of IT your staff actually interact with. Password resets, printer problems, Outlook quirks, Wi-Fi drops, Teams audio, new-hire laptops, and a hundred other small things that decide whether your team has a good day or a frustrating one. Hexafusion runs the help desk for Burnaby businesses with a 15-minute initial response, named engineers, and a documented escalation path when an issue gets hard.
Hexafusion at a glance for Burnaby businesses. Vancouver-based since 2020 · downtown office at 997 Seymour Street · Dell authorized reseller · Microsoft Solutions Partner · founder is a former PCI DSS Internal Security Assessor · phone, email, and self-service portal · named primary engineer per client · 15-minute initial ticket response.
Initial Response
Real engineer reply within 15 minutes during coverage hours.
Channels
Phone, email, and self-service portal. All three open the same ticket.
Named Engineers
Primary and documented secondary engineer per client. No call-centre queue.
Coverage Areas
Metrotown, Brentwood, Lougheed, Edmonds, Big Bend, Boundary Road, Capitol Hill, South Burnaby
What the Help Desk Handles for Burnaby Staff
Day-to-day issues that decide whether your team is productive or fighting their tools. Each category below is standard scope on every managed plan.
Printer, Scanner & Office Hardware
Print queues stuck, scanner not finding the network share, conference-room camera dropping, headset not pairing. The small things that derail a meeting. Resolved remotely first; on-site when remote is not enough.
Outlook, Teams & Microsoft 365
Mailbox issues, calendar sharing, mail-flow problems, distribution lists, Teams audio and video, SharePoint permissions, OneDrive sync. The day-to-day Microsoft 365 support most users actually need.
Wi-Fi, VPN & Connectivity
Wi-Fi drops at the desk, VPN refusing to connect from home, Burnaby site struggling on the Lougheed corridor. We test, isolate, and either fix or escalate to the right vendor on your behalf.
New Hire & Departure Workflow
HR sends one form. New hires get a pre-imaged laptop, accounts created, security baseline applied, and a documented first-day experience. Departures trigger documented offboarding with audit log entries.
Hardware Swaps & Replacements
Laptop battery dying, mouse dead, keyboard stuck, monitor flickering. Replacement hardware shipped or hand-delivered for clients in the Metrotown and Brentwood cores. Old device collected and securely wiped.
Help Desk Patterns by Industry in Burnaby
Different Burnaby industries lean on the help desk for different things. The ticket mix at a Big Bend manufacturer is not the ticket mix at a Brentwood SaaS company. The named engineer learns yours.
Manufacturing and Industrial
Shift-worker logins, shop-floor printer queues, handheld-scanner issues, and ruggedised-laptop swaps for facilities in Big Bend, Marine Way, and Boundary Road.
Technology and Software
New-engineer onboarding, remote-work VPN, Microsoft 365 administration, and quick laptop turnaround for Glenlyon, Riverway, and Brentwood tech offices.
Healthcare and Clinics
EMR login issues, imaging-system glitches, secure-fax problems, and chart-printer queues for clinics near Burnaby Hospital and the Edmonds health corridor.
Professional Services
Document-management system support, e-signature platform issues, and matter-folder access for accounting and legal firms in the Metrotown towers.
Retail and Commercial
POS terminal lockouts, payment-platform disconnects, label-printer issues, and after-hours coverage for retail tenants at Metropolis at Metrotown and The Amazing Brentwood.
Education-Adjacent Organisations
Classroom-AV troubleshooting, student-information-system logins, and shared-account hygiene for training providers and non-profits near SFU and BCIT.
Compliance-Ready IT Baseline for Burnaby Businesses
Every Burnaby business we onboard receives a documented security baseline aligned to the Canadian Centre for Cyber Security baseline controls and the requirements your cyber insurance carrier is asking about on renewal questionnaires. The help desk inherits and enforces that baseline on every ticket.
- Identity and access. Microsoft Entra ID with Conditional Access policies, multi-factor authentication (MFA) enforcement on every account, and compliant-device sign-in checks.
- Endpoint protection. Endpoint Detection and Response (EDR) on every Windows, Mac, and mobile device, deployed and active before the user receives the laptop.
- Disk encryption. BitLocker on Windows and FileVault on Mac, key-escrowed centrally so a lost device does not become a data breach.
- Email hardening. SPF, DKIM, and DMARC alignment plus anti-phishing and impersonation-protection rules tuned to your industry.
- Backup and recovery. Managed backups with documented retention and quarterly restore tests so you know recovery actually works before an incident.
- BC PIPA and PIPEDA aware. Audit logging, role-based access, and breach-notification process documentation kept up to date with the current Office of the Privacy Commissioner of Canada guidance.
Hardware Procurement and Lifecycle Support in Burnaby
Hexafusion operates as a Dell authorized reseller and full-service IT supplier for Burnaby businesses, with access to authorized Canadian distribution channels for Lenovo, Apple, Microsoft Surface, and networking gear from Cisco Meraki, Fortinet, SonicWall, Ubiquiti, Aruba, and Juniper. The help desk handles every hardware swap, every replacement, and every new-hire laptop. Devices arrive pre-imaged with the security baseline, enrolled in Microsoft Autopilot, and ready to power on.
At end-of-life we handle decommissioning with the same care as deployment. Drive sanitisation follows NIST Special Publication 800-88 guidelines (cryptographic erasure for SSDs, multi-pass wipe for spinning drives), every retired device generates a serial-numbered certificate of destruction for your PIPEDA breach-notification record-keeping, and devices beyond economic refurbishment are recycled through programs accredited by the Electronic Products Recycling Association (EPRA Canada).
Who you actually work with in Burnaby
Hexafusion is led by founder Alex Barari, a former PCI DSS Internal Security Assessor with 15+ years in enterprise IT and cybersecurity. Help-desk tickets in Burnaby are handled by a Vancouver-based team. There is no offshore tier-one queue. Your staff get a person with context, not a script. Tickets are routed to the named primary engineer first, and to a documented secondary when the primary is out.
Our quarterly business review (QBR) is a real strategic report, not a generic newsletter: engagement health score, financial recap, onboarding progress, renewal calendar, and an AI-summarised executive paragraph delivered as a PDF to every client at the end of every calendar quarter. See the QBR page for a worked example.
Why Burnaby businesses choose Hexafusion for help desk
- Real 15-minute response. Initial reply is from a named engineer, not an auto-acknowledgement.
- Named primary engineer. Your staff get someone who knows the environment, not a rotating queue.
- Three channels, one ticket. Phone, email, and self-service portal all open the same record in the same system.
- Documented escalation. When tier-one cannot solve it in 30 minutes, the issue moves to a specialist with full context.
- End-user satisfaction tracking. Post-ticket survey results land in the QBR so leadership sees how staff actually rate the help desk.
- Local on-site backup. If a Metrotown user needs hands-on help, a Vancouver-based engineer is in the building inside two hours.
We also serve: See all service areas →
Get help desk coverage for your Burnaby team
Tell us how many staff you have, where they sit, and what is making the day frustrating. We respond within one business day with a custom flat-rate quote and a sample week of ticket data.
Help desk response & resolution targets for Burnaby
Initial ticket response
Within 15 minutes
Every ticket acknowledged by a real engineer within 15 minutes during coverage hours. Not an automated reply.
Standard ticket resolution
Same business day
Password resets, mailbox issues, printer queues, and most day-to-day user tickets are resolved the same business day on Professional and Enterprise plans.
Critical issue response
Within 1 hour
Server down, no email for the whole office, suspected security event. Engineer engaged within one hour, 24/7, regardless of plan tier.
Emergency on-site (Burnaby)
Within 1 hour 30 minutes
Drive time from our downtown Vancouver office (997 Seymour St, Suite 250). Most help desk issues are resolved remotely in minutes without a site visit.
15-minute initial response applies to all plans during contracted coverage hours. Same-day resolution applies to Professional and Enterprise help-desk tickets within standard scope. Vendor escalations, hardware RMAs, carrier outages, and other third-party dependencies can extend resolution. Emergency on-site windows are targets, not guarantees, and depend on traffic, weather, and bridge conditions.
Related Hexafusion resources
Sibling Burnaby pages and deep-dive cluster pages on end-user support topics referenced above.
