IT Support Service
L1/L2/L3 Overflow Service
Service Desk
Avoid the additional cost of employing more staff or training up your existing team. Global Prime IT seamlessly assimilates with your existing help desk team. This way, we can help manage critical 24/7 overflow and disaster recovery cover.
The Global Prime IT Service Desk support team will be trained to replicate your current business processes, and we will also work with you for more efficient changes. With this solution, you will have access to a dedicated, highly trained team that can increase your service levels by providing your end users and clients with the support they require at this time. The cost reductions can be significant when compared with existing teams.
L1 Support Desk
Basic service desk resolutions and service desk delivery.Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.
L2 Escalation Point
In-depth technical support
Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1 resources.
L3 SME Point
Subject-Matter Expert
A dedicated seasoned veteran on his field, safeguarding your company from any added costs, preventing unnecessary escalations to other service providers
How does it work?
- The technicians attempt to replicate problems and define root causes using product designs, code, or specifications.
- Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem.
- Fixes are documented for use by L1 and L2 personnel.
- Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem.
- New fixes are documented for use by L3 personnel.
- L3 personnel will provide up to date information and fixes for issues that occur within providers platforms and environment.
- Identify the predicted monthly call volumes, Min 3-month term
- On receipt of PO client onboarding document sent to partner or client to complete
- SDM will reach out to you to confirm receipt and onboard within 24 hours (subject to demand)
- Welcome Pack sent to partner/client
- Service goes live, monthly activity report provided