User Support Services

A user support specialist is a front-line employee who deals with customers when they encounter problems with a product or service. User support services are required to help consumers resolve their issues, either via telephone, email, online chat or in person

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Printers support and cost reporting

Print cost reports to review and analyze the costs and individual cost transactions that are associated with work orders. For example, we can verify the actual costs that were incurred by completing the work specified by a work order. Complete the following tasks:

Provide the Cost Summary report
Provide the Cost Detail report
Provide the optimization plan

Desktop User support (on-premise or remote)

Desktop support engineers are IT support specialists that assist clients with hardware and software issues.

Service Desk / Helpdesk integration

The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests and also handles communication with the users.

L1 and L2 support provision / L3 via contracts with OEMs and vendors

L1 support Engineers have basic knowledge of product/service and the skill to troubleshoot very basic issues like password reset, software installation/uninstallation/reinstallation. The ticket is then routed to the relevant L2 support (Integration support, Server & Storage support, etc …). L3 is the last line of support and usually comprises a senior IT team that addresses all technical issues.

Call-out support at users locations (COVID-19 tested and protected engineers)

Provision of specialists and engineers with Covid 19 protection standards

User Support Services