What we offer
The digitally driven civilization is all around us, where IT products help people solve numerous problems and do multiple tasks in a split second. However, like any other artifacts, software solutions may malfunction or stop operating, thus causing a hiatus in the pipeline activities of individual employees, departments, or even entire organizations, as well as dissatisfaction among their clientele. For non-tech companies, having an in-house support team that can fix issues is unaffordable. DICEUS is here to give you a hand in such situations via its outsourced help desk for MSP (managed service provider). We are proud to offer our customers the following kinds of support services.
Level 1 support
L1 support is the first line of assistance serving as a single center of contact via live chat, phone, portal, or email. At this stage, our experts provide basic troubleshooting and resolution related to store equipment and network issues, routing of service queries to respective specialists, and the whole scope of ticket management, including escalation and service level reporting.
Level 2 support
On this second base, the personnel has more skills and experience to deal with the tickets routed to them from L1 and generate additional tickets for the issues they pinpoint. In addition, our L2 mavens are qualified to cover in-depth systems and app incident resolutions, perform root cause analysis and incident trending, and exercise infrastructure monitoring and configuration management.
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Level 3 support
Here, high-profile specialists tackle the most challenging problems related to code changes, fix new or unknown issues and defects, and research and develop products that can solve unexpected challenges. Their expertise also extends to customizations and integrations, performance tuning and capacity planning, or just helping L1 and L2 staff in overcoming obstacles in their work. -
IT project management
Planning and executing a project in the IT industry is a tough row to hoe, which becomes even more complicated if a vendor has several assignments on their hands. Our experts, armed with specialized software, will provide guidance in road mapping, structuring, and managing your projects, teams, and workflows. They will also advise you on collaboration tools to efficiently organize, schedule, and monitor project implementation. -
MSP Help Desk Services
You can get the entire gamut of help desk services under one roof. The support aspects handled in the centralized hub set up by DICEUS include comprehensive help desk management, account management, asset management, advanced reporting, and remote control. Once customers contact it, they are sure to receive help or consultation in any trouble or predicament they face. -
Change management
Any IT solution, infrastructure, or data bank isn't carved in stone to remain unchanged for years and decades to come. Regulated or emergency, minor or major, changes are inevitable. We will see to it that they are carefully planned, correctly executed, and meticulously reviewed on completion to avoid risks and mitigate their impact on your business.
In such a sophisticated industry as IT, technical problems are unavoidable. Of course, developers, testers, and QA engineers do their best to minimize them, but they do crop up from time to time. The only thing left for organizations is to try to anticipate these emergencies and deal with them on short notice. And the most cost-efficient way to do it is to outsource MSP help desk services to a vetted vendor.
We at DICEUS will see to it that all customer queries and complaints are dealt with by competent and experienced personnel who will efficiently address the issue in the shortest possible time. Besides, we will continuously manage and monitor the ecosystems, infrastructures, applications, and all enterprise software products to ensure their non-stop, error-free, and secure functioning.
We at DICEUS will see to it that all customer queries and complaints are dealt with by competent and experienced personnel who will efficiently address the issue in the shortest possible time. Besides, we will continuously manage and monitor the ecosystems, infrastructures, applications, and all enterprise software products to ensure their non-stop, error-free, and secure functioning.
