Help Desk
Our IT help desk services aim at resolving and preventing IT-related issues encountered by company employees or customers and ensuring the overall stability of the IT infrastructure.
IT help desk services by Advanced IT Solutions are backed with 25-year experience and include responsive support (L1, L2, L3) as well as preventive infrastructure monitoring and maintenance, according to the customers’ needs.
Help Desk Services
Help desk consulting
We provide full-fledged advisory help regarding software solutions services. We start by conducting a feasibility study. Then, we advise you on a sourcing model, help desk team line-up and a costs breakdown. You also get recommendations for the best suited help desk toolkits.
Help desk outsourcing
We are eager to efficiently and promptly resolve user issues (L1 help desk) and technical issues (L2, L3 help desk) about IT infrastructure or its parts. We also provide white label help desk services, when issues are resolved under a customer’s trademark.
Customer service desk
We establish a single point of contact for your product/service consumers. By bringing in coordinated case management, rich self-support opportunities and multi-channel communication, we can effectively and quickly resolve thousands of tickets a day.
Outsourced Network Operations Center (NOC) services
We provide 24/7 infrastructure monitoring, and L2, L3 tech support to efficiently and quickly handle your IT infrastructure issues and prevent defects.
Outsourced technical support
We ensure quick, cost-effective incident resolution, and proactive problem management that relies upon the issues' root cause analysis and continuous monitoring of your IT infrastructure.
Why Choose Advanced IT Solutions
- 15 years of experience in help desk services.
- 33 years of entire experience in IT.
- 9 Microsoft Gold Competencies, including Application Development and Integration, Data Platform, Data Analytics, Collaboration and Content.
- AWS Select Services Partner, IBM Business Partner.
- 700 + IT professionals on board.
- IT team holding a range of certificates, among which are AWS Certified Solution Architect, Red Hat Certified System Administrator (RHCSA), Microsoft Certified Professional (MCP), AWS Certified SysOps Administrator (SOA).
- Mature quality management system confirmed by the ISO 9001 certification allowing us to implement projects fully meeting customers’ quality, time, and budget expectations in transforming their business platforms and applications.
- Guaranteed security of the data we from customers, access proved by ISO 27001 certificate.
What IT Components We Cover
We ensure the stability of your IT infrastructure or its components:
- On-premises data centers.
- Desktops, laptops, mobile devices, Windows, MAC and Linux operating systems.
- Cloud services (IaaS, PaaS, SaaS).
- Development infrastructures (CI/CD, development and testing environment).
- Network and cybersecurity (SIEM, IAM, firewalls, etc.).
- Data storage: databases, data warehouses, data lakes.
- Customer-facing software: applications, websites, web portals.
What You Get with IT Help Desk Services
Scalable IT service desks
L1. User support team to solve usage issues, minor problems and escalate more complex issues. L2. Technical support to resolve incidents by means of configuring, account administration, service restarts, etc. L3. Team of engineers that tackles issues on the code and database level and introduces hot fixes.
Thought-out user guidance
A self-service Knowledge Base. FAQs. User manuals.
Improved customer satisfaction and user adoption
Surveys and assessment results. Action points.
Transparent reporting
Regular service level reports. Reports of incidents with root cause analysis.
Frequently Asked Questions
As a rule, our support contracts with customers last for several years – 10 years in some cases. Besides, our contracts are safe, and have substantial transition periods which exclude sudden support wind-ups.
Technologies
