IT help desk support services are designed to ensure the general stability of the IT infrastructure and to resolve and prevent IT-related difficulties faced by the company's customers or employees.
We offer comprehensive advising support. First, we carry out a feasibility study. After that, we offer you advice on a cost breakdown, the support desk crew lineup, and a sourcing approach.
To enhance the end user's experience and boost productivity, we strictly adhere to ITIL principles to efficiently resolve common (L1 help desk) and more complex technical difficulties (L2 help desk).
We create a single point of contact to boost customer satisfaction. With coordinated case management, self-support tools, and multi-channel communication, we resolve thousands of tickets efficiently each day.
We guarantee economical incident resolution as well as proactive problem management based on ongoing IT infrastructure monitoring & root cause analysis.
We are prepared to assume full responsibility for the help desk function, including process setup, L1–L2 issue management, and ongoing help desk monitoring and enhancement.
Managed IT help desk services are designed to encompass the whole range of user support tasks: You may outsource all aspects of running your help desk, from developing procedures and staffing them to continuously assessing and enhancing the help desk's efficacy, by working with a single dependable vendor.
Software intended for users: online portals, webpages, and applications. Data lakes, warehouses, and databases for storing data. Mobile devices, laptops, and desktops. Operating systems: Linux, MAC, and Windows. Cloud-based services (SaaS, PaaS, and IaaS). Self-contained data centers. Infrastructures for development (CI/CD, environment for development and testing). Cybersecurity and networks (including firewalls, SIEM, and IAM).
To handle routine app or IT infrastructure problems (e.g., account creation and deletion, granting access permissions by corporate guidelines, installing and configuring user apps).
To manage both routine and sophisticated infrastructure requests and difficulties, such as server infrastructure monitoring, email delivery faults, MFA administration, software and network configurations, etc.
What Our MSP Help Desk Services contain creating and running a private label help desk that is open around the clock to give your customers a single point of contact that is associated with your brand. When it comes to using help desk solutions for ticketing, we are adaptable and can use our solutions for monitoring service tickets or the ticketing system of an MSP. Establishing standard operating procedures (SOPs) that the support desk staff will adhere to. To guarantee prompt and efficient ticket resolution, we additionally built a knowledge library for the help desk staff and updated it frequently with recently resolved problems.
User app installation, reinstallation, and uninstallation Setting up user applications Accessing and deleting information and services Fixing fundamental problems with network connectivity Purchasing, allocating, and resolving activation issues for licenses The lineup of a help desk tier 1 team: a team lead, L1 support agents, and a system administrator Setting up the digital workspace for new users Configuring endpoint devices (such as printers) on a network Fixing problems with network connectivity Overseeing server patches and upgrades Troubleshooting servers Troubleshooting databases Reconciling software licenses and addressing license activation problems.
When a user contacts us through email, phone, or another channel, a support agent or an automated system generates the related ticket.
Tickets are assigned to support engineers based on issue type and urgency. L2 tickets are classified manually, while L1 tickets are automated.
If more in-depth knowledge is needed to address the issue, the designated support agent either resolves the ticket or elevates it to the next level.
The user is notified about their ticket's changed status and resolution.