Support
Miktysh Solutions has extensive experience in providing ICT and HP TRIM 1st, 2nd and 3rd level support.
1st Level Support
The first line of problem management support and important information conduit between end users and ICT. 1st level support is responsible for diagnosing problems and gathering complete information about the issue. If the problem can’t be solved on 1st level, the correct information can then be forwarded to 2nd level support; therefore problem resolution can begin immediately. An example of a 1st level support issue is system functionality.
2nd Level Support
If 1st level support is unable to resolve a technical issue or needs the assists of a specialist, information gathered on the issue is provided to 2nd level support on behalf of the end user. An example of a 2nd level support issue is system failure.
3rd Level Support
Most 3rd level support is provided by the software supplier like HP from whom the product was purchased or a service partner like Miktysh Solutions.All Miktysh Solutions staff have managed multiple TRIM Help Desks and provided all level of support; therefore most issues would be resolved on first point of contact. Because of our background in ICT, when interacting with in house ICT to resolve TRIM related issues, we are all talking the same language which makes life easier for both parties. With 3rd level support Miktysh Solutions can act as the go between your organisation and HP, this is useful as Mitkysh Solutions knows the right questions to ask to achieve a quick resolution.
Miktysh Solutions can assist organisations or in house TRIM Administrators with development and implementation of:
- Help Desk Knowledge Base
- Help Desk Manuals
- Policy and Procedures
- Configuration Manuals
- Disaster Recovery Processes
For additional information on how Miktysh Solutions can provide support options as a whole solution or an at hoc basis to met any business requirement, contact Miktysh Solutions.