Workforce Solutions
IT Helpdesk & Application Support
A service desk team that keeps your people and your applications working, inside your ticketing tool and at the hours you need. Part of our workforce solutions. For bigger changes to your systems, see managed engineering.
What does ZigmaNeural's outsourced IT helpdesk cover?
L1 service desk requests such as access and devices, L2 technical troubleshooting and day-to-day application support, for your employees or your customers. We work in your ticketing tool or set one up, with shift cover up to 24/7 and response times agreed in the contract.
What is included
L1 service desk
L2 technical support
Application support
Shift cover up to 24/7
Your ticketing tool or ours
Reporting and improvement
How we take over your helpdesk
- Share your user count, ticket volumes, systems and the hours you need covered.:
- Agree the scope: L1 or L2, priorities, response times and escalation owners.
- Set up access, the ticketing tool and a knowledge base of known fixes.:
- Run alongside your current team for a short handover period.:
- Go live with a team lead, monthly reports and regular service reviews.:
When an outsourced helpdesk is the wrong choice
- Most work needs someone physically at your office, every day
- You need a 24/7 security operations centre (SOC). That is a specialist service we do not offer
- Your systems are so few that one in-house admin can cover them
- You want us to own your infrastructure design. That is a cloud and engineering project instead
L1 vs L2 vs L3 support
Who handles what, and where our service fits.
| Feature | L1 service desk | L2 technical support | L3 specialist |
|---|---|---|---|
| Typical requests | Access, passwords, devices, how-to | Faults in apps, email, network, devices | Code fixes, vendor defects, design changes |
| Skill level | Trained support agents | Experienced support engineers | Product engineers or vendors |
| Who provides it | ZigmaNeural | ZigmaNeural | Your team or vendor, or our engineering team under a separate scope |
IT helpdesk questions
Support levels, hours, pricing and access control, answered plainly.
What is an outsourced IT helpdesk?
An outside team answers your IT support requests by phone, chat, email or ticket. It handles first-line issues such as access and devices, and deeper technical faults at L2, against response times agreed in the contract. It is a common form of IT outsourcing.
What is the difference between L1, L2 and L3 support?
L1 handles common, scripted requests such as password resets and access. L2 investigates technical faults that need more skill. L3 is the specialist level, usually the vendor or the engineers who built the system. We cover L1 and L2 and hand L3 issues to the right owner with full notes.
Can you support our customers as well as our employees?
Yes. We run internal service desks for employees and technical support desks for your customers, in your brand. For non-technical customer questions, see our customer support outsourcing service.
Do you offer 24/7 IT support?
Yes, when the scope needs it. Many clients start with business hours in their time zone and add extended or overnight cover later. The hours and response times are agreed in writing.
How is an outsourced IT helpdesk priced?
Usually a monthly fee per dedicated engineer, or a fee based on the number of users or tickets for shared cover. Hours of cover, L1 or L2 scope and the tools involved affect the quote.
How is access to our systems controlled?
Zigmapeople Private Limited is ISO/IEC 27001:2022 certified. Engineers get named accounts with only the access the role needs, actions are logged in your ticketing tool, and access is removed when someone leaves the team.
Tell us your users and systems
We will come back with a team size, shift plan and price in writing before you commit to anything.
