Level 1 Support - Basic Troubleshooting

First-Line IT Support

Level 1 Support is your first point of contact for all IT-related issues. Our help desk team handles common problems quickly and efficiently, ensuring minimal disruption to your workday. With a 15-minute response SLA and AI-powered assistance, most issues are resolved within the first contact.

What We Handle

Password resets and account unlocks
Software installation and configuration
Basic network connectivity issues
Email setup and troubleshooting
Printer and peripheral support
VPN connection assistance
Basic application troubleshooting
User account management

Service Highlights

15-Minute Response SLA

Guaranteed response within 15 minutes during business hours

Multiple Contact Channels

Email, live chat, phone, and self-service portal

Knowledge Base Access

Self-service documentation for common issues

Ticket Tracking

Real-time status updates and escalation visibility

AI-POWERED L1 SUPPORT

AI Chatbot Handles 40% of L1 Tickets Automatically

Our intelligent AI chatbot resolves common issues instantly, 24/7. Password resets, account unlocks, and basic troubleshooting are handled automatically, freeing up human agents for complex problems.