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 can be 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).
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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.
If the Level 2 support was not able to fix the device problems just yet, they are often required to escalate the issue to Level 3.
These Level 3 support is 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 support has the most expertise in a certain field. We have abundant resources for all three levels.
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