Isolating technical issues and designating uniquely qualified technicians to deal with them not only saves time and effort, but the structure also ensures that resources are not wasted and assigned to the appropriate need.
This is the logic behind the tiered structure of technical issues, so that a specific issue can be designated as being a concern that cab ve addressed over the phone by consulting a checklist or simple Q and A (Level 1), a concern that requires the attention of specialists with more advanced technical knowledge and training (Level 2), or a concern that requires the involvement of an IT professional with specialised expertise, who may need to pay a visit to the concerned parties to deal with the issue firsthand (Level 3).
As such, our specialists have more than adequate training and knowledge to determine what tier an issue may fall under, and thusly assign the necessary professional to deal with it.
We use a clear hierarchy for or IT support so that issues and solutions are organized. This also helps the higher levels to prioritize heavier issues that need better support.
For instance, low priority problems such as password resets can just be given to Level 1 IT support. This opens up Level 2 and Level 3 for more serious tasks such as remote assistance and escalation of issues.
Level 2 tech support are also often reserved for user device support. These are issues with the device itself such as connection or screen issues. It can also be related to specific issues that are common for some devices. Most of the time Level 2 supports are given walkthroughs for these common issues that may arise from time to time.
If the Level 2 supports are not able to fix the device problems just yet, they are often required to escalate the issue to Level 3.
These Level 3 supports are often given tasks to repair and maintain database if needed. For instance, a customer might have corrupted data that is the root of their problems.
Level 3 supports are often the ones that have the most expertise in a certain field. We have abundant resources for all three levels.
We can also provide you with so-called Level 0 support which covers automated solutions for lesser problems which do not require the assistance of a help desk.
If all else fails, we can also refer to Level 4 support which are rarely used because they come from vendors of the softwares themselves. We do guarantee that all of our Level 1, Level 2, and Level 3 supports will be able to take care of your customers issues.
Being known specialists in IT Outsourcing, we provide you with the option of handpicking your very own dedicated offshore workforce that will suit your staff augmentation needs. Fill up the contact form detailing what you need and we’ll respond as soon as we can.
We also appreciate feedback of any kind, especially those that can improve our services and ourselves as a company.
So let us know what YOU think, send us your questions, opinions, suggestions and/or recommendations and we’ll do our best to reply in the soonest possible time.
THE FLEXISOURCE IT GUARANTEE
Flexisource IT’s commitment to excellence has created many long-time business relationships over the years and has continued to attract new customers across many different markets both locally and from abroad.
The company’s culture of excellence is reflected in its selection of staff for itself and other business clients. After a rigorous screening system and internationally-accredited training, Flexisource IT’s personnel are armed with the professional aptitude to fulfill any task requirements. If our clients have other specialized requirement, we help them find the person they’re looking for. The value doesn’t stop there as we provide an alpha project manager that helps communicate your goals to your offshore dedicated staff for free.
Our long list of currently existing clients is a testament to our commitment of excellence and delivering quality services. By aligning our clients’ goals with ours, we’re able to come up with strategies and tactics that don’t only achieve their desired results, but also help them save up on time and money. Through the years, they’ve remained our most loyal customers because of our staunch dedication to achieving their business goals in a timely and efficient manner.
Whether it’s IT Development or Customer support services, Flexisource IT is dedicated to providing you with the kind of quality you would expect from a business partner rather than just another outsourcer.
If you’re looking for a company that’s dedicated to bringing you quality service, you have found the right one. Give us a call or send us a message and we’ll get back to your shortly.