L1 Service Desk

Level 1 Service Desk
with unlimited calls

Giving you the freedom to allow your in-house technical staff to focus on their core competencies.

 

Our L1 Service Desk provides the industry's most effective Helpdesk offering available today.  Many businesses have become accustomed to poor customer service characterized by complicated phone trees, inability to reach a live person, communication challenges and general lack of expertise and interest in helping to solve technical problems.  Layer 7 Data Solutions L1 Service Desk friendly and knowledgeable staff listens to our customer's problems and then solve them quickly and thoroughly.  We also provide complete flexibility with our service delivery.  Our Helpdesk service is efficient, convenient and fast.  The vast majority of our customers' issues are resolved over the phone in one session.  We are always improving by continually refining our Helpdesk and our unique Helpdesk management system that makes our solution so powerful.

WHAT WE DO...

We offer a variety of help desk services to our clients including

Application Support

Standard business software applications and custom applications

 

IMPROVED SERVICE LEVELS
We use predictable, repeatable processes to deliver consistency that guarantees quality service to your customers. Our goal is one-call resolution and we won’t consider an incident resolved until you acknowledge that you are satisfied with the result.
NETWORK SUPPORT

Desktop-related network support issues and user administration

 

HARDWARE DIAGNOSIS

Our front-line hardware diagnosis & escalation services can include:
First-line support for internal and field personnel including hardware devices, laptops, & mobile devices

Warranty repair/replacement processing including submission to designated provider

Dispatch of on-site technician from your designated vendor or a Layer 7 Data Solutions engineer

ENTERPRISE ATTRIBUTES

Dedicated 800 number

Incident tracking with full audit trail on all issues

Permission based remote control of PCs

Customer Satisfaction Surveys to ensure quality

 

EXPERT NORTH AMERICAN BASED STAFF

Our Service Desk handles class from thousands of enterprise and small and medium sized businesses (SMB) customers daily.  We have an extensive knowledge base that allows us to quickly identify and deliver fixes for a wide variety of issues. Our staff receives ongoing training and is active in pursuing continued professional development to stay abreast of the latest technical issues and resolution strategies. This creates a level of expertise not normally found in even a large corporate Helpdesk much less a small business Helpdesk.