IT SUPPORT
Unija ETL IT Solutions provides 24/7 expert technical support to keep your IT system running smoothly.
Support works through several levels
Acceptance of claims
Categorisation of claims
First level of support
Solving problems
Communication with customers
Analysis and reporting
Expert technical support tasks include
Diagnosis and problem solving
Technical support specialists analyse and diagnose technical problems and provide effective solutions.
Installation and configuration help
They help customers install, configure and update hardware or software.
Answering customer questions
Expert technical support provides information and explanations on how to use products or services.
User education
They help users understand the features and possibilities of products or services and provide guidance on how to use them effectively.
Upgrades and maintenance
They regularly update, maintain and optimise technical systems.
Communication with customers
Effective communication with customers is key, as expert technical support provides clear and understandable information on solutions and procedures.
Levels of support and monitoring
Tier 1 (Tier 1):
Level 1 is the first line of support and is designed to address basic and frequently asked questions and identify less complex problems.
Tier 2 support:
The second level comprises more specialised professionals with deeper technical knowledge and the ability to solve more complex problems.
Tier 3 (Tier 3):
The third level comprises the most specialised experts who have deep technical knowledge of specific systems or applications.
Monitoring and management (Monitoring):
This level is concerned with monitoring the operation of systems, monitoring performance and fixing any problems before they become apparent to users.
Each level of the helpdesk has its own role to play and contributes to effective problem-solving. Most problems are solved at levels 1 and 2, while level 3 is used for the most complex technical challenges. The systematic routing of problems between levels ensures that problems are managed and solved effectively in the organisation.
Maintenance and updates of information systems
Our IT maintenance and update services ensure that your software and hardware remain optimal for use. By continuously monitoring the performance of your systems, we stay one step ahead of potential problems, as early detection of update and maintenance needs prevents security incidents and service outages. Keep your business running smoothly with our support that protects and optimises your IT environment.
