Our Services
1st Line Support
Our 1st line support service provides the first point of contact for day-to-day technical issues. This includes user assistance, ticket handling, password resets, email support, access issues, and general troubleshooting to keep teams productive.
- Password resets and account support
- Outlook and email troubleshooting
- User onboarding and offboarding support
- Basic software and device troubleshooting
- Service desk request handling
2nd Line Support
Our 2nd line support service addresses escalated issues requiring deeper technical investigation. This includes Microsoft 365 administration, endpoint support, permissions, connectivity problems, and support for more advanced operational issues.
- Microsoft 365 administration
- Permissions and access troubleshooting
- Endpoint and workstation support
- Printer, VPN, and connectivity issues
- Application support and technical escalation handling
3rd Line Support
Our 3rd line support service focuses on complex and business-critical technical issues affecting infrastructure, servers, integrations, and core systems. This level is suited to organisations needing senior technical expertise for escalated incidents and root cause analysis.
- Server and infrastructure troubleshooting
- Active Directory and identity issues
- Network and systems escalation support
- Root cause investigation
- Support for complex technical environments
Managed Service Delivery
ATechnology can provide structured support across 1st, 2nd, and 3rd line functions, helping organisations create a more reliable and scalable IT support model. Services can be tailored depending on internal capability, business size, and support requirements.