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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:
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