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.
Help Desk & User Support
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.
Help Desk & User Support
A live engineer calls you back within 1 hour.