Help Desk Services by Mille Solutions
Table of Contents
Our Help Desk Support Process
Creation
A user reports an issue via one of our support channels (email, phone, etc.), and the corresponding ticket is created automatically or by a support agent.
Processing
The ticket is categorized according to the issue type and urgency and assigned to the appropriate support engineer. Usually, this step is automated for L1 tickets and performed manually for L2–L3 tickets due to their complexity.
Resolution and escalation
The assigned support agent resolves the ticket or escalates it to the next level (if the issue requires more in-depth expertise).
User notification
The user is notified about their ticket’s changed status and resolution.
What IT Components We Cover
We ensure the stability of your IT infrastructure or its components:
- On-premises data centers.
- Desktops, laptops, mobile devices, Windows, MAC, and Linux operating systems.
- Cloud services (IaaS, PaaS, SaaS).
- Development infrastructures (CI/CD, development, and testing environments).
- Network and cybersecurity (SIEM, IAM, firewalls, etc.).
- Data storage: databases, data warehouses, data lakes.
- Customer-facing software: applications, websites, web portals.
