Newtoxton GroupNewtoxton GroupNewtoxton Group
Kampala, Uganda

Information Technology Support

comprises procedures intended to maintain failsafe IT workflows and reduce IT costs. Newtoxton Tech’s IT support services are backed with 14 years of experience in help desk and application support and include IT help desk, Network Operations Center (NOC) and software support to guarantee superior user experience and on-the-go improvement of your IT processes.
What You Get with IT Support Services Multi-tier incident resolution pipeline: L1. A user support team. L2. A technical support team. L3. A team of software engineers. Detailed descriptions of the IT infrastructure and operating procedures: SOPs for ticket resolution, change and incident management, CI/CD flows. Network maps. View more Self-service training materials for users: Knowledge base articles. FAQs. User manuals. User satisfaction and adoption improvements: UX testing/monitoring. Surveys and user experience studies with CSAT improvement plans based on their results. Regulatory compliance assessments. IT environment benchmarking against PCI DSS, HIPAA, etc. Compliance gap mitigation plans. Regular and transparent reporting: Service level reports. Maintenance reports. Health check reports. View more

Scope of IT Components We Tackle

Tier 1 Help Desk L2 Help Desk Remote IT Support

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.


  • Rm 23, 3rd Floor, Uganda House Kampala, Uganda
  • 0701819768


View our 2019 work prospectus of
brochure for an easy to read guide on
all of the services offer.