Service Desk and Ticket Management: A structured channel for receiving, prioritising, tracking and closing employee support requests.
Level 1 and Level 2 IT Support
Responsive remote and local support covering user issues, device troubleshooting, access, applications and technical escalation.
Give employees a dependable point of contact for technical support
Resolve everyday issues before they create wider disruption
About This Service
Level 1 and Level 2 IT Support forms part of Ryoss’ broader IT Infrastructure, Work From Home Packages & Ongoing Support solution. It provides employees with structured technical assistance across supported devices, applications, connectivity and access. Ryoss resolves routine and more complex issues directly or coordinates escalation to vendors and specialist providers where required.
What's Included
Level 1 User Support: Assistance with passwords, accounts, connectivity, basic applications, peripherals and common user issues.
Level 2 Technical Support: Deeper troubleshooting of device, operating-system, software, network and access-related problems.
Remote Diagnostic Support: Secure remote assistance to investigate and resolve supported device and user issues.
Access and Account Assistance: Support with approved account setup, password resets, authentication and access changes.
Application and Vendor Coordination: Initial troubleshooting and escalation to software, hardware or service providers where required.
Incident Escalation and Communication: Management of higher-impact incidents, responsible specialists, progress updates and resolution activity.
Support Reporting and Issue Analysis: Agreed reporting on ticket volumes, response performance, recurring problems and improvement opportunities.
Typical Use Cases
Operating Without Local IT Staff
Your employees require dependable daily support, but the business does not have an internal local IT team.
Supporting Remote Employees
Users working from home need accessible assistance with devices, applications and connectivity.
Reducing Workforce Downtime
Technical issues are taking too long to resolve and affecting employee productivity or customer service.
Supporting a New Office
Your business needs an IT service desk in place from the first day employees commence operations.
Extending an Internal IT Team
Your central or overseas IT function requires local Level 1 and Level 2 support for Southeast Asian employees.
Improving Support Visibility
Leadership needs clearer reporting on support requests, recurring issues, response performance and technical risks.
Step-by-Step Engagement Process
Support Environment Review
We assess the users, locations, devices, applications, existing providers and required support coverage.
Scope and Service Setup
Ryoss agrees the supported environment, contact channels, priorities, response expectations and escalation process.
User and Technology Onboarding
We record supported users, devices, systems, administrative information and relevant vendor contacts.
Ongoing Support Delivery
Ryoss receives, manages and resolves support requests and coordinates technical escalation where required.
Reporting and Service Improvement
We review ticket activity, recurring issues, service performance and opportunities to improve the technology environment.
Let's build the right solution for you.
Tell us what your business needs help with, whether it's a quick idea or a detailed brief. Our team will work on a tailored solution and reach out right away.