Service Desk

Level 1 Service Desk:

1. First-Line Support: Our staff provide initial contact for users, addressing common IT issues.
2. Basic Troubleshooting: They perform basic troubleshooting tasks and assist users with tasks like password resets and software installations.

Level 2 Service Desk:

1. Advanced Support: Our Level 2 staff handle more complex technical issues that cannot be resolved at Level 1, requiring deeper technical knowledge and expertise.
2. Problem Resolution: They investigate and resolve IT problems, often involving in-depth diagnostics and configuration changes.

Level 3 Service Desk:

1. Specialized Expertise: Our Level 3 staff provide specialised technical expertise and support for complex and critical issues.
2. Escalation Point: Our Level 3 staff also act as the highest level of support, collaborating with vendors and specialists to resolve challenging technical problems or system enhancements.

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