Helpdesk
Our helpdesk ensures quick resolutions, expert guidance, and real-time assistance
Contact UsLevel 1 – Basic Remote IT Helpdesk Support (Frontline Support)
First point of contact for end-users, handling basic, low-complexity IT issues quickly and efficiently
User Assistance
- Password resets, account unlocks, MFA troubleshooting.
Basic Device Support
- Printer connectivity, email setup, internet/browser issues.
Software Support
- Basic troubleshooting for Microsoft 365, email clients, and common business apps.
Remote Guidance
- Walk-through support for non-technical users.
Ticket Logging
- Collect detailed issue reports and escalate unresolved problems to Level 2.
System Health Checks
- Quick checks of PC performance, disk space, and antivirus status.
Level 2 – Advanced Remote IT Helpdesk Support (Specialist Troubleshooting)
Handles more complex technical issues that Level 1 cannot resolve, requiring deeper technical expertise
OS-Level Troubleshooting
- Windows, macOS, and Linux advanced fixes (driver updates, corrupted files, profile migration)
Software and Application Errors
- Diagnosing and resolving errors with business-critical applications (ERP, accounting software, CRM)
Network Connectivity Issues
- VPN configuration problems, Wi-Fi dropouts, remote access failures
Device Configuration & Setup
- Advanced configuration of workstations, printers, VoIP phones, or mobile devices
Security Remediation
- Malware scan, quarantine, removal, and patch deployment
Incident Analysis
- Root cause analysis for recurring issues and escalation reporting to clients or Level 3
Level 3 – Expert Remote IT Helpdesk Support (Engineering & Escalation Support)
Highest technical support tier, providing expert solutions for complex infrastructure, server, and cybersecurity issues, often involving vendor collaboration.
Server & Infrastructure Support
- Troubleshooting Windows/Linux servers, Active Directory, Exchange, Cloud services
Network Architecture Support
- Diagnosing firewall issues, advanced routing, VPN tunnels, SD-WAN setup, and configuration changes
Cloud & Virtualization Support
- Microsoft 365 tenant-wide issues, VMware/Hyper-V troubleshooting, cloud migrations
Patch Management & Scripting
- Creating and deploying custom scripts, automation of fixes across devices
Vendor Liaison
- Coordinating with third-party providers (e.g., Microsoft, ISP) for deep-dive problem resolution
Proactive Infrastructure Improvements
- Recommending architecture changes to prevent future outages
