Level 1 Support (24/7)
- Our L1 Supports basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.
- Attend to customer phone calls
- Respond to user emails and social media messages
- Solve common problems such as username and password issues, menu navigation, verification of hardware and software, installation issues, and setup.
- If no solution is available, level 1 personnel escalate incidents to a Level 2 or Level 3 support.