Tier 1 provides basic software application and hardware support to callers
Tier 2 provides more complex support and/or subject matter expertise on software applications or hardware and is usually an escalation from a Tier 1 call
Tier 3 provide support on complex hardware and network operating system software and usually involves system engineers. Call lengths and resolution times vary widely depending on the type of incident
Why Outsource Your IT HelpDesk?
Reduced Cost -
Many companies that provide outsourcing teams offer these services at a reduced rate. Hiring a full staff from these companies may cost less than hiring an in-house staff. If you outsource you help desk on a contract basis, you will not have to provide the benefit packages or other perks in-house staff receives, further reducing costs.
Easier Management -
If you outsource your help desk through onCloud, we will do most of the work for you. onCloud employs some of the best technical support representatives in the business, reducing the stress on your in-house human resources department on finding qualified individuals in the IT field.