Business activities are heading back to normal after disruption due to the pandemic. SMBs across the country are treading cautiously, especially those which had to scale down. Most of them want to focus on business growth by expanding teams that matter.

 

Outsourcing IT services reduces the costs significantly and has emerged as a one-stop IT solution for many Australian businesses. As per Deloitte Global Outsourcing Survey 2020, cost reduction is a top trend. There is a significant rise in the number of businesses giving it a priority.

 

If you’re looking to hire an IT outsourcing company, it’s worthwhile to know about IT Help Desk. Insights gained help you make an informed decision.

 

IT Helpdesk – a complete support solution

In day-to-day business operation, any technical issue may arise and affect the normal flow of work. It could be

  • Forgotten password
  • Slow internet connection
  • USB not getting recognised
  • Printer not working
  • Computer working slow etc.

In a remote work-environment, poor audio or video quality, no email access, or application access are commonplace.

 

The IT team needs to respond immediately and resolve the issue and restore normalcy. For small businesses, having a large IT team is a cost that they aren’t prepared for.

 

Outsourced IT department or Help Desk is the alternative. It’s a single point of contact for every issue, simple or complex. You don’t have to worry about whom to reach when an issue arises. Talk to Help Desk, and the issue is resolved.

 

Not all IT issues are alike. Some are simple while the other are complex. The providers categorise the support required to resolve them in three levels: Level1, Level2, and Level3.

 

When an issue is reported to the helpdesk, it goes to Level1 technician first. Common issues are resolved by the L1 support. Complex issues are handled by Level2 support. These are experienced professionals with hand-on knowledge of various hardware, operating systems and applications. However, some issues need access to the device. Level3 support is provided by remotely accessing the device and resolving the problem.

 

When you outsource IT support to Bus ICT support is offered across all the levels.

 

Level 1 Support

A call to helpdesk is received by L1 support. They interact with you and understand the issue in entirety. The elementary issues pertaining to control panel, are resolved immediately over the phone.

 

Similar issues related to desktop, application, network, sever, password reset, application installation, reinstallation or uninstallation is done by L1 support.

 

Level 2 Support

If an issue could not be resolved by L1 support, a ticket is raised and routed to L2 support. These issues need experienced hands. L2 support experts have multiple years of experience in resolving complex issues. They guide the L1 techies in expert handling and prompt resolution of your problems.

 

What if there is an issue that can’t be resolved by them? L2 support creates a ticket and routes it to L3 support.

 

Level 3 Support

It is the final level of support and is provided by the experts who handle the most challenging issues. They have the permissions to access the devices and provide the solution. When a ticket is raised for L3 support, the experts look at the root cause of the problem. Once it is identified, the resolution is provided. L1 and L2 support team are updated to handle the future occurrences.

 

Different service providers define the levels in their own way, based on the availability of technical expertise. For instance, L1 and L2 support may be handled by the same expert. Some providers may combine L2 and L3 support into a single tier. An escalation matrix usually guides the support. It contains the timeline after which the issue is routed to the next level.

 

Bus ICT has a team of experienced consultants who are capable of providing support across all levels.

 

Outsourcing IT services to Bus ICT has many benefits

Bus ICT is the Australia’s leading IT consulting company. More than 350 businesses trust our capabilities. We are managing 125K+ devices and have been serving customers across Australia for more than 10 years.

 

Benefits of outsourcing IT to Bus ICT are many.

Dedicated Expertise: Our team of experts is experienced in handling issues promptly. We use the latest technology to ensure that your business runs smoothly.

Local Helpdesk: Our consultants provide support across all levels i.e., Level1, Level2, Level3 for your IT system.

Plan Flexibility: You can outsource by choosing a plan that meets the specific needs of your business.

Field Support: Our consultants can visit your office to provide any specific support or resolve any complex issues.

 

Focus where it matters for your business. Leave your IT worries to us.

 

Talk to one of our consultants now, share your concerns, and we’ll offer the best solution. Get in touch at 1300 BUS ICT (287 428).