+27 11 805 9288 info@tlou.co.za

Network Support

1st Tier Service Desk

  • Primary entry point for end-user support on all centrally provided IT Services, including Network and Desktop support.
  • Records and monitors all IT incidents, such as unscheduled service interruptions.
  • Receives inquiries and service requests from end-users, and records all pertinent information on the first contact.
  • Performs initial assessment (determines urgency and impact, prioritize incidents), and attempts to resolve users’ issues.
  • Escalates issues to appropriate second or third tier support if necessary; refers users to appropriate departments within McGill, if applicable.
  • Broadcasts emergency messages on the IT website and Service Desk phone system to advise users of unscheduled IT service interruptions.
  • Informs users of maintenance schedules and expected downtimes via the IT Services web-site.
  • Maintains the IT Knowledge Base to help users find solutions and workarounds to common problems.
  • Service Catalogue Entry: IT Service Desk

2nd Tier Network and Desktop Support

  • Management, maintenance, and life-cycle management of all Fully Supported customer computers, and associated standard peripherals
  • Computer installation, replacement, and upgrades
  • Software installation and deployment
  • Support for connectivity to the wired and wireless networks and communication with other computers on the network
  • On-site end-user support for all enterprise applications where required

3rd-Tier Support

  • Monitoring, Management and Security Software
  • Network connection to server for software
  • Technical support of server
  • Follow-up with customer