Technical Support

Ingenium can provide you with certified Information Technology Infrastructure Library (ITIL) specialists for all your IT Service Management requirements.  Ingenium takes a professional approach to Service Management by using ITIL best practices to assist organisations manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale, and change.

Ingenium can assist you with a range of ICT technical support services including:

§  Level 1 Support – front line support for users to resolve their issues and problems.  Typical tasks include:

• registering and responding to user requests

• solving common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup

• conducting basic troubleshooting

• providing product information

• creating tickets for escalation to Level 2 support

§  Level 2 Support – in-depth troubleshooting and backend analysis by IT staff with a deep understanding of the products, in-depth training and extensive experience in troubleshooting.  Typical tasks include:

•  communicating with the user for an in-depth analysis of the problem before providing a solution

• creating tickets for escalation to Level 3 Support if a solution is not available at Level 2

§  Level 3 Support – provides Subject Matter Experts such as specialists in systems architecture, engineering and applications software.  Typical tasks include:

• attempt to define the root cause of the problem by analysing code and designs within a lab setting

• provide solutions for a wide variety of technical problems including configuration changes to software and hardware