Help Desk Services

Refine user experience with L1 & L2

IT Support Service - 24/7

Our customized solutions, extensively trained techs, and continuous quality oversight ensure expertly managed support for it issues that your internal & external end-users are experiencing.

AnswerNet provides support for IT teams

Our Help Desk Services

We understand the stress that comes with managing technical support inquiries. AnswerNet’s help desk support at the agent and/or L1-L2 technician-level offers a streamlined process designed to provide swift and effective assistance that your team and your end-users can rely on.

AnswerNet help desk agents utilize scripts to provide basic technical support solutions for issues like password resets. Agent-level support may include completing a webform to submit a ticket, opening tickets in your system, and determining the severity of the issue, escalating when necessary.

Two Levels,
Total Control

Our L1 and L2 technicians offer outsourced help desk services that leverage broad industry experience across various sectors. The AnswerNet approach includes a multistep process that ensures a smooth ticket lifecycle and increased first-call resolution rate. With ongoing tech training and development, our process can improve and adapt over time, giving you the ability to focus on your core business.

01

L1 Tech Support

L1 Tech Support serves as the first point of contact when your team or end-users encounter technical issues or require assistance. L1 techs handle new tickets with automated responses, troubleshoot using KBs for first-call resolution, escalate and follow SOPs as needed, all to ensure a smooth ticket lifecycle from start to finish.

02

L2 Tech Support

L2 techs accept L1 escalations and handle advanced requests such as hardware, software, operating systems, and network devices specializing in connectivity issues, ensuring that users receive effective assistance for more complex technical challenges. Further escalations can be directed to your in-house staff or field dispatch teams, as needed. AnswerNet’s L2 techs provide the expertise and specialized knowledge necessary to maintain a stable, secure, and efficient technology infrastructure for your organization.

Download our

L1 Support Checklist

Whether you have a new operation or are revamping an existing team/process, this checklist could help you find areas where changes could lead to a finely-tuned, best-in-class operation aligned with your organization’s needs.

LANGUAGES
English
TYPE
Checklist

Stress-Tested Features to Empower Your Team

Flexible
Scripting

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Craft personalized messages that match your company’s style, making conversations feel natural and friendly.

Customized Escalation Procedures

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Handle problems your way, ensuring issues are managed according to your preferences.

Call Patching
and Routing

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Get callers connected with the right experts quickly, minimizing wait times and hassle.

Advanced Ticketing System

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Keep track of issues seamlessly with remote technical support, guaranteeing that nothing falls through the cracks.

Multilingual
Support

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Break language barriers, so you can assist a diverse range of customers without any communication hiccups.

Integration with Online Help Desk Software

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Easily connect with your existing online help desk software, ensuring smooth communication and efficient processes.

01

Dedicated Knowledge Base

We update our process as your business evolves, ensuring the most accurate information for top-notch support

02

Scalable Offerings

No business is the same. We offer specialty services scaled to all businesses, from small start-ups to established enterprises.

03

Seamless Integration

Our technology supports API integrations for smooth connection and interaction with your systems, platforms, and applications.

The AnswerNet Difference

The AnswerNet Difference At AnswerNet, we stand out from other companies that offer help desk support. We’re not just a service; we’re your dedicated partner. Our team is like an extension of your own, always ready to go above and beyond. With AnswerNet, you’re not just getting assistance – you’re gaining a committed ally who genuinely cares about your success.

The experienced support your team and your end-users can rely on.

FEATURES

BENEFITS

Frequently Asked Questions

Questions you might ask about our products and services.

Outsourced help desk services provide a structured two-tier support system that can significantly boost your first-call resolution rates. Specialized L1 and L2 support teams are expertly trained to efficiently handle and resolve issues, minimizing the need for follow-up support and enhancing customer satisfaction.

Our IT call center services provide 24/7/365 support, ensuring that your business offers continuous assistance outside normal operating hours. This continuous coverage helps maintain high service levels and customer satisfaction, preventing any potential disruptions that could affect your business.

By partnering with an IT outsourcing services company, you can delegate routine technical support tasks to outsourced IT support services. This allows your internal team to focus on strategic and core business activities, thus optimizing your overall productivity and resource allocation.

Still have questions?
Can’t find the answer you’re looking for? Please contact our customer service.

Let's Build a Better Help Desk, Together

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