IT Infrastructure Support
What we can do
- 1Initial setup to in-depth performance optimization, installation and configuration of applications and virtual machine.
- 2Maintenance and security patching, and proactive monitoring of the system. Performs routine inspection of equipment.
- 3Updates computer software and operating systems.
- 4Remotely or physically troubleshoot hardware issue.
Network Management Systems
Network Monitoring
Incident Event Tacker
What are the benefits of Nagog
24/7/365 Coverage
We provide around-the-clock support—including after-hours, weekends, and holidays—to ensure your customers are never left waiting.
Seamless Multichannel Support
Our agents handle calls, emails, live chats, and social media interactions across 10+ languages, delivering consistent service on every channel.
End-to-End Team Management
From hiring to training and quality assurance, we manage the entire support team so you can focus on growing your business.
Cost-Efficient & SLA-Backed
Enjoy predictable, fixed pricing with no hidden costs for equipment, software, or office space. We meet strict SLA standards to guarantee performance and value.
Use Cases
- Ask the user to describe their technical issue clearly (e.g., cannot access email, VPN issues, software error).
- Collect key info: username, affected system/application, error messages, and urgency of the problem.
- Check the knowledge base for common solutions and walk the user through basic troubleshooting steps.
- If unresolved after basic steps, escalate the ticket to the in-house IT team, tagging it properly (priority, affected systems, incident category).
- Confirm with the user that their ticket has been escalated, provide a reference number, and give an estimated turnaround time.
- Monitor real-time alerts for network or server issues using tools like SolarWinds, Nagios, or PRTG.
- When an alert is triggered, acknowledge it immediately and check for simple causes (e.g., known maintenance, recent updates).
- For minor issues, perform initial troubleshooting like restarting services or reallocating resources.
- For critical outages or potential breaches, escalate to the IT company’s Network Engineers with full log details.
- Document all actions taken in the incident report and notify affected users if needed.
- Confirm new client setup needs: number of users, required software, hardware inventory, and access levels.
- Prepare welcome kits, access credentials, system installation schedules, and training materials.
- Coordinate with internal IT teams to ensure new client environments (servers, VPNs, applications) are ready.
- Guide the client’s users through initial setup via email, phone, or remote sessions.
- Collect feedback after onboarding to refine the process and address any missed issues.
- Regularly audit IT assets using inventory management tools (e.g., Lansweeper, Snipe-IT).
- Verify that licenses for software (Office 365, Adobe Suite, Antivirus) are current and properly assigned.
- Flag assets that are nearing license expiration or warranty expiration.
- Assist the IT management company’s procurement team by preparing purchase requests for renewals or replacements.
- Maintain an updated asset list and license tracker, ensuring audit readiness.
- Share monthly satisfaction reports with the IT company for service improvement tracking.
Handle travel support tickets across all channels.
Phone
Our distributed model ensures we work exclusively with high-quality agents who bring strong phone etiquette and relevant industry expertise to resolve issues quickly and effectively.
Live Chat
Customers expect immediate answers and live chat delivers. Our knowledgeable, industry-trained agents respond quickly and accurately to meet those expectations.
We understand that many customers still prefer email communication. Our agents excel at crafting well-informed, relevant responses with the right tone every time.
Social media
Social media goes beyond socializing — it's a vital channel for customer service. We harness these platforms to provide fast, informed support where your customers already are.
Website
Reviews and responses shape how potential customers perceive your brand — they can’t be ignored. Our agents handle follow-ups and resolutions efficiently, so you don’t have to.
Frequently Asked Questions.
It’s a shared, centralized account used by the Nagog Innovations team to provide IT support and system management services for a client. It allows authorized agents to perform tasks like system monitoring, troubleshooting, and technical assistance under one profile.
IT management accounts handle:
◦ User account setup and password resets
◦ Software installation and updates
◦ Network monitoring and issue escalation
◦ System health checks and performance tuning
◦ Ticket-based technical support (L1/L2)
◦ Asset tracking and inventory management
It improves efficiency and accountability. Clients get seamless, 24/7 support from multiple agents using a consistent profile, which reduces delays and ensures clear records of actions taken.
Yes. IT management accounts are often used to configure user access, grant or revoke permissions, and manage device or network access, based on client security protocols
Yes, most IT systems or platforms log all user actions, even under a shared account, through audit trails and internal agent IDs. This ensures transparency and accountability.
Strict access control measures, such as:
◦ Role-based permissions
◦ 2FA/MFA (Multi-factor Authentication)
◦ VPN use
◦ Activity logging are enforced to protect client data and systems.
