Help Desk Support
fantastic service grow your business
Our customer support representatives provides general technical support and troubleshooting for IT issues, acting as the first point of contact for users needing assistance with software problems, account access, and other IT-related concerns.
- 1Provide 24/7/365 coverage with access to multiple time zone
- 2Save your cost up to 60%.
- 3Provide multiple channels support like phone, email, live chat social media support.
- 4Agents with expertise onborading in short time.
Help Desk Support Outsourcing Service
At Nagog, we specialize in outsourced omnichannel customer support services tailored to the needs of modern businesses. From handling everyday inquiries to providing frontline technical support, we deliver reliable, high-quality solutions across industries by sourcing and managing experienced agents who align with your brand.
Preliminary Communication
Finding the most suitable customized business
What Nagog IT Help Desk Outsourcing Can Do
- 1Provide 24/7 Technical Support Ensure users have access to help any time, including nights, weekends, and holidays.
- 2Troubleshoot Hardware and Software Issues Diagnose and resolve problems with computers, applications, printers, and other IT equipment.
- 3Reset Passwords and Manage User Accounts Handle login issues, account lockouts, and user provisioning/deprovisioning.
- 4Install and Update Software Support installation, updates, and patch management for business applications.
- 5Manage Service Tickets Log, prioritize, and resolve support tickets efficiently using ITSM tools.
- 6Support Remote Users Assist employees working from home or in different locations with secure connectivity and remote troubleshooting.
- 7Escalate Complex Issues Forward unresolved or high-level technical problems to in-house IT or specialist teams.
IT Help Desk Outsourcing levels We Offer
(Level 1) First Line Support (Basic Helpdesk Support)
- Initial contact point for users (phone, email, chat, ticketing system).
- Basic troubleshooting (e.g., password resets, software installations.
- Account unlocks, Logging and categorizing issues Escalating unresolved issues to L2.
(Level 2) Technical Support (Advanced Troubleshooting)
- Handling escalated issues from L1.
- More in-depth troubleshooting (e.g., network issues, application bugs, system configuration) .
- Using remote access tools to diagnose problems.
- Coordinating with development or infrastructure teams Implementing fixes beyond basic troubleshooting.
(Level 3) Expert/Development Support (Deep Issue Resolution)
- Handling complex, unresolved issues from L2.
- Analyzing system logs, debugging source code, performing root cause analysis Developing patches, updates.
- Custom solutions Coordinating with vendors or R&D teams for fixes Optimizing infrastructure, database, or software performance.
Our process for sourcing your team
Here’s how we ensure you get the best talent seamlessly integrated into your in-house team, The key steps involved are:
