Our experts work smoothly with our client’s team to offer high-quality help desk support, every hour of every day. At MetroMax Solutions, our help desk services provide our customers with professional and immediate help desk support without the costly overhead.
Our Help Desk Services
At MetroMax Solutions, Get professional and immediate help desk support and efficiently resolve issues as they arise.
L1 Support
L1 support is usually provided via chat, phone, and email communications.
With MetroMax’s L1 Support/Help Desk, you get a single point of contact (Phone/email/Chat/Portal), basic troubleshooting and resolution, call routing, and escalation.
- A dedicated toll-free number.
- Defined response SLAs (Service Level Agreement).
- Routing of service calls to third-party based on a decision tree.
- Complete ticket management with escalation and service level reporting
L2 Support
L2 support handles the tickets that L1 routes to them. This support team can also generate tokens for any problem they notice. L2 support specialists are experienced in solving complicated issues. L2 support can help L1 support troubleshoot problems.
- Configuration Management.
- Robotic Process Automation (RPA).
- Root Cause Analysis
- Incident Analysis/Trending
- Advanced Troubleshooting/resolution
