Tier 1 - IT Support & Service Delivery Services

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First Line IT Support

Service Desk Support, IT Helpdesk Services, Technical Support Analyst, Incident Management, ITIL Service Desk, User Support, Desktop Support, Remote Support, SLA-driven support, KPI-focused service delivery.

2nd Line Service Desk Support

Incident Escalation, Problem Resolution, Root Cause Analysis, Knowledge Base Management, Basic Network Troubleshooting (DNS, DHCP, VPN), Patch Management, Software Deployment.

Application Support Services

Business Application Support, SaaS Support, Application Incident Management, User Access Management, Permissions Administration, Vendor Liaison, Application Troubleshooting.

Standard Infrastructure Support

Windows Support, Microsoft 365 Support, Active Directory Administration, Azure AD, User and Group Management, Printer Support, File Share Support, System Monitoring.

IT Support Advice

End-User Guidance, Technical Documentation, Security Best Practices, Customer Service Excellence, Remote and Onsite Support.