Managed IT Services & Tech Support
Maintain your IT systems at a peak performance level, 24/7 – with no downtime. Power your daily operations with fully managed support and maintenance services, proactive IT management, and secure backup and disaster recovery. Edvantis delivers extensive IT operations services based on pre-agreed SLAs to improve the resilience of your IT system.
15 minutes
help desk’s minimal
response time, as per
world’s best practices
response time, as per
world’s best practices
98%
average customer
satisfaction with our IT
support projects
satisfaction with our IT
support projects
24/7
monitoring of IT
system health
system health
Our IT Operations & Tech Support Services
Three Levels of IT Support
In line with global best practices, our IT support team responds in under 15 minutes, and provides a resolution to the problem in less than 2 hours on average, to ensure every service level agreement is met.
Level 1: Help desk services
Level 2: Product support
Level 3: Advanced IT support
At level 1, Edvantis accepts incoming tickets from multiple channels (mobile, email, chatbots, etc.), We perform initial diagnostics, guide customers through simple problem resolution at this initial stage, and filter tickets to efficiently redirect more complex inquiries to higher support levels. All our Tech Support Specialists speak fluent English, as standard. However, on request, we can assemble a team that speaks your language.
At level 2, our tech support team troubleshoots without modifying code. Our Tech Support Specialists communicate with users, giving them a highly personalized experience and helping them fix complex errors step-by-step. Furthermore, our experts create detailed articles compiled in a knowledge base to educate users’ and simplify specialists helpdesk tasks.
At level 3, Edvantis Tech Support Specialists undertake major incident resolution and system performance optimization. They analyze the root causes of incidents and automate their resolution, reducing the number of repeat issues. Also, L3 Specialists manage requests for new features, rerouting them to the internal developer team.
At level 1, Edvantis accepts incoming tickets from multiple channels (mobile, email, chatbots, etc.), We perform initial diagnostics, guide customers through simple problem resolution at this initial stage, and filter tickets to efficiently redirect more complex inquiries to higher support levels. All our Tech Support Specialists speak fluent English, as standard. However, on request, we can assemble a team that speaks your language.
At level 2, our tech support team troubleshoots without modifying code. Our Tech Support Specialists communicate with users, giving them a highly personalized experience and helping them fix complex errors step-by-step. Furthermore, our experts create detailed articles compiled in a knowledge base to educate users’ and simplify specialists helpdesk tasks.
At level 3, Edvantis Tech Support Specialists undertake major incident resolution and system performance optimization. They analyze the root causes of incidents and automate their resolution, reducing the number of repeat issues. Also, L3 Specialists manage requests for new features, rerouting them to the internal developer team.
Our Models for Managed IT Services
Using flexible models, we tailor our ITOps service offering to accommodate your unique business requirements. No matter the extent or complexity of the coverage, we can meet your operational needs.
For companies that rely heavily on technology, getting the highest customer satisfaction can be an uphill task. You have a lot to prevent: unexpected failures of servers and services, errors when launching new functions, unexpected data loss. That’s where Edvantis excels! With our diverse range of managed IT services, experienced IT support team, and robust tech expertise, you’ll achieve strong business continuity and operational efficiency.
Viktor Muzyka
ITOps Practice Leader, Edvantis
Let us solve your IT infrastructure challenges!
How Edvantis Set Up Tech Support for an Analytics Company
We provided a 24-hour tech support team for an analytics company, helping them to optimize their IT support workflow. According to our client, we not only sourced new team members with the necessary skills and experience, but also planned their schedules to ensure maximum coverage.
With Tech Support Specialists handling user requests, Software Developers could devote more time to new projects. As a result, the client could rapidly address critical problems, which resulted in a shorter backlog of open issues and improved productivity.
Together we:
- Assembled a skilled IT support team tailored to client’s project needs
- Set up and optimized an IT support system with convenient coverage
- Reduced a backlog of open issues by dramatically reducing resolution time
- Freed up Developers’ time to focus on new software development
How Our ITOps Services Stand Out
01.
Full-Cycle IT Support
Get a three-level customer support system from scratch, tailored to your requirements. We assess your end-user needs, establish tech support workflows, and assemble a high-performing IT support team for you.
02.
The Right Skill Mix
Gain access to 400+ internal tech experts and a talent pool of 10 million across all our locations. We assemble an ITOps team with the right combination of expertise necessary to ensure your systems are always up and running.
03.
High Availability
We’re available whenever your users need us. Edvantis offers 24/7, 24/5, and 8/5 coverage models that can be adjusted according to your business requirements. For high-impact, critical issues, we provide an on-call service over weekends and holidays.
04.
Process Automation
Resolve issues and upgrade your systems swiftly with the professional services automation provided by our ITOps team. We proactively automate operations-related tasks with helpdesk solutions, notification systems, and progress monitoring.
05.
Business Expertise
With 19 years of experience, Edvantis offers unparalleled expertise to optimize your IT function. Our MBA-trained industry experts can help you align IT operations with your strategic goals, handle change management, and plan for new product launches.
Stages in Our Cooperation Process
We have structured all stages of our IT operations process to achieve 100% engagement with you. At each step, we gain a thorough understanding of your requirements and can evaluate whether we are able to add real value. If we’re confident we can, we’ll develop a project roadmap with you to achieve your goals. If not, we’ll be transparent about any limitations we see.
01. Pre-engagement (Analysis and Research)
When you contact us, we’ll send you a questionnaire crafted by our senior ITOps leaders. From your responses, we will gain an understanding of your IT infrastructure, operational practices, potential constraints, and future goals. For your peace of mind, we’ll suggest signing an NDA.
02. Proposal (Including a Cooperation Model)
We first identify areas where we can add value to your project and then we draft a proposal suggesting an optimal service model and service-level agreement, including the suggested size and composition of your ITOps team.
03. Engagement Kick-off (Agreements and Alignment)
A signed statement of work (SOW), containing final agreements on scope, budget, SLA, and coverage, makes our commitment to your success official, and initiates the project.
04. Onboarding
We introduce our ITOps team to your project, onboard them in the local environment, give access to all the resources and tools, and provide any necessary training. Edvantis takes proactive approach to partnership, offering advice on how to improve your operations further.
05. Continuous Improvement (Monitoring and Refinement)
The real work begins now! We monitor service performance on an ongoing basis and conduct regular communication sessionsto make sure we are meeting your needs and aligning with your vision.
Managed IT Services Add-ons
As your requirements change, you might need additional services to facilitate your IT operations. We can assign other teams and specialists to expand the scope of your existing project. You can request us to cover:
- Modernization of legacy systems and migration to microservices
- Analysis of how your IT system performance impacts customer satisfaction
- Creation of custom data models and AI solutions for better decision-making and reduced manual work
- Development of new features and products requested by your customers
- Legacy Modernization
- Customer Satisfaction Engineering
- IT Operations Analytics
- QA/QC Services
- Feature Request Management
- Next-Gen Development
It’s hard to find a staffing company that’s willing to deliver a smooth partnership on top of assuring that you always work with high-quality resources.
Edvantis has been instrumental in most of our key deliverables for the past decade and are the only vendor that has established themselves as a strategic partner.
We’ve created a good partnership and I try to refer others to them. We haven’t faced any of the pitfalls associated with an overseas team.
Drop Us a LineAbout Your Project
Submit the form below or get in touch with us by email engagement@edvantis.com outlining your project details. You’ll get a response within one business day from an Edvantis expert skilled in your tech stack, industry, or specific business challenge.
It would be a pleasure to work with you.
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