Information Technology Support
Scope of IT Components We Tackle
Tier 1 help desk team:
- Handles all incoming requests from software users.
- Solves app usage issues and basic problems (help with logging in/out, password reset, etc.).
- Deals with customer inquiries concerning your product or service (e.g., product functionality, service description).
- Escalates technical issues to an L2 technical support team.
Lineup of a Tier 1 help desk team: a help desk team lead, L1 support agents, a system administrator.
L1 help desk cost: $8 - $18 per ticket based on the scope of help desk activities and the complexity of supported IT infrastructure.
Level 2 help desk serves to resolve IT infrastructure and/or application issues (e.g., issues of software and network configuration, software and hardware interoperability), which helps improve the reliability of IT infrastructure and applications and reduces their support costs. L2 help desk includes steps like planning, design, choosing a sourcing model, and launch and requires the roles of a manager, a team lead, an engineer, and a system administrator.
Remote IT support aims at keeping your IT infrastructure stable, resolving incidents and handling change requests quickly with the help of remote support software. Providing help desk and application support since 2017, Newtoxton Tech helps companies reduce IT support costs and increase issue resolution speed.