Helpdesk Support

Xaptiva Provides Tier 1, Tier 2 and Tier 3 Helpdesk Supports.

Tier 1 Helpdesk Support:
- Function:
  - Basic help desk resolution and service desk delivery.
  - Addresses basic customer issues, such as solving usage problems and fulfilling service desk requests that need IT involvement.
- Responsibilities:
  - First point of contact for end-users.
  - Password resets, software installations, and user account issues.
  - Incident logging and service requests.
  - Communication channels: Email, web forms, and social media.
- Staffing Needs: Typically includes a team of generalists who handle routine queries and straightforward problems.

Tier 2 Helpdesk Support:
- Function:
  - In-depth technical assistance.
  - Resolves issues that cannot be handled at Tier 1.
- Responsibilities:
  - Experienced technicians assess complex problems.
  - Provide solutions for more intricate issues.
  - Escalate incidents to Tier 3 if needed.
- Example Scenario: Handling specialized expertise requirements (e.g., database administration).

Tier 3 Helpdesk Support:
- Function:
  - Specialized troubleshooting and resource-intensive assistance.
  - Acts as an escalation point from Tier 2.
- Responsibilities:
  - Addresses complex and challenging issues.
  - May involve collaboration with subject matter experts.
- Example Scenario: Resolving intricate server-related problems (e.g., database optimization, network configurations).

Effective collaboration across these tiers ensures efficient problem resolution and enhances overall customer satisfaction.