We provide IT help desk services for Microsoft 365 applications, products, Azure products and WordPress to the organizations that need user and solution support. We offer assistance with general IT issues like user creation, site creation and configuration to complex issue like root cause analysis in case of system failure.
Help desk service levels that we offer
LEVEL - 1
Our Level - 1 or L1 help desk agents answers questions about software usage, provide instructions to solve usage issues and minor problems, such as restoring access when users forget their passwords, and create user guides, grant permissions, update FAQs, and support articles. Also, they do create a request/incident to the next level.
Level - 2
Level -2 or L2 agents resolves minor issues, perform log investigation to identify root causes of problems (e.g., server overload) and fix them if enhancements at the code level are not needed. They also provide reports, analytics, run scheduled jobs, backup and restore activities that are not required server access or updating the source code
Level - 3
Our Level -3 or L3 engineers fixes the complex issues, bugs, work on minor enhancements, code changes, look and feel changes, verbiage updates. L3 team also provides high level estimations for the major enhancements. Additionally, they perform server monitoring, event log analysis and regular maintenance activities.