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Helpdesk Services
We offer you a help desk outsourcing alternative that will provide
technical support computer users. Our help desk services will help
you to regain control over your user support and give you the freedom to focus
your IT staff on their core competencies. Unlike
many of today's top-ranked help desk outsource vendors, who use a
one-size-fits-all approach, and have been inconsistent in reaching their
contract goalsrelationship management guarantees a flexible contract and
help desk service level management that exceeds today's best industry practices.
The help desk industry divides support into three levels) L1, 2 and 3.
The most sought after level of support is L1 or a combination of L1 and L2.
HKG ROX Help Desk Services blends Tier 1 and 2 together to make it easier
for you and your users. Your callers can expect to find a resolution with the
first help desk agent they talk with. L3 support tends to be for those
companies that have limited IT staff or have a need for specific
administration
- L1 Support : L1 provides basic application software and/or hardware
support to callers.
- L2 Support : L2 provides more complex support
and/or subject matter expertise and is usually an escalation of the call from
L1.
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L3 Support : L3 provides support on complex hardware and network
operating system software and usually involves certified systems engineers. Call
lengths on L3 vary widely depending upon the type of incident.
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