Layer 04 · Operate · Subscription
Help Desk & User Support
STP operates an ITIL-aligned help desk providing Tier 1, Tier 2 and Tier 3 support for your users (remote and on-site in Yerevan) with a live engineer calling back within one hour rather than an automated queue.
Overview
The help desk is the face of IT. However good the infrastructure is, users judge the whole function by what happens when they ask for help: and a bad support experience damages the reputation of every engineer behind it.
When you call, a live engineer answers; you are not held in a queue. If you prefer not to call, you raise a ticket and get back to work. Either way, a real person is accountable within the hour.
We do not offer a single fixed package. We discuss how your business actually works and design a support plan around it: which tiers, which hours, which systems, what escalates and to whom.
What is included
- Tier 1, Tier 2 and Tier 3 support, ITIL-aligned
- Live engineer callback within one hour
- Online ticket submission with tracked resolution
- Remote support and secure remote access
- On-site support in Yerevan
- Hardware and software troubleshooting
- Employee onboarding and account provisioning
- Peripheral and printer support
- Software update and patch management
- Physical hardware maintenance
- Data backup support and restore requests
- Third-party application integration support
- Vendor warranty and post-warranty case management
What you get out of it
- Users who get a human within the hour, every time
- Support load reduced because recurring causes get fixed, not re-ticketed
- Onboarding that is a checklist rather than an improvisation
Questions
- How quickly will someone respond?
- A live engineer calls back within one hour of your call, and a person answers the phone rather than a queue. Severity-based targets for acknowledgement and resolution are agreed in your service schedule.
- Do you support users outside Yerevan?
- Remote support covers any location. On-site attendance is arranged by agreement, and for distributed organisations we usually combine remote support with scheduled site visits.
Talk to an engineer about Help Desk & User Support
A live engineer calls you back within 1 hour.