Our Expertise

QRE provides a dependable IT support partnership, backed by a skilled team of dedicated field support experts and remote support professionals. Our goal is to build long-term partnerships by taking the time to understand your unique culture and work style. This allows us to deliver a tailored service desk solution that meets your exact needs.

Whether you require standard first-level technical help desk support, in-depth technical assistance for customer accounts, hardware, telephony, or specialized product and service support, we’ve got you covered—both on-site and remotely. With QRE, you gain a partner committed to providing the right support, exactly when and where you need it.

Why choose QRE for IT Service Desk:

  • Customized 1st and 2nd Level Support: Tailored solutions for infrastructure and application support to meet your specific requirements.
  • Access to Senior Expertise: Leverage our 3rd level support specialists to resolve complex issues in today’s intricate IT environments.
  • Transparent Cooperation: Clear, upfront communication with no hidden costs.
  • Long-Term Partnership: We prioritize building lasting relationships, ensuring we grow and evolve alongside your business.
  • Flexible Support Options: Remote or on-site assistance, adaptable work hours, and shift patterns designed to align with your needs.

L1 Support

Key Responsibilities:

First Point of Contact

Issue Triage and Logging

Basic Troubleshooting

Password Resets and Account Unlocks

User Guidance and Support

Communication

Knowledge Base Utilization

Remote Assistance

Customer Service

Ticket Escalation

L2 Support

Key Responsibilities:

Advanced Troubleshooting and Resolution

In-Depth Application and Infrastructure Support

Incident Management and Problem Resolution

Ticket Analysis and Prioritization

Escalation Handling from L1 Support

Root Cause Analysis

Knowledge Base Development and Updates

User Training and Guidance

Remote and On-Site Support

Collaboration with L3 Support and Vendors

L3 Support

Key Responsibilities:

Expert-Level Troubleshooting and Problem Resolution

Strategic Incident and Problem Management

System and Infrastructure Optimization

Root Cause Analysis and Preventive Measures

Advanced Configuration and Customization

Vendor and Third-Party Coordination

Knowledge Transfer and Mentoring for L1/L2 Teams

Policy Development and Governance

Innovation and Continuous Improvement Initiatives

High-Level Escalation and Crisis Management