Operational scope
What the service covers.
Level 1 and 2 support resolves user incidents, fulfils requests, and escalates technical root causes methodically.
A level 1 & 2 it support service built around your requirements
Level 1 and 2 support resolves user incidents, fulfils requests, and escalates technical root causes methodically.
What the service covers
- Single service desk, triage, and prioritisation
- Remote assistance and intervention
- Knowledge base, SLAs, and reporting
How we deliver
The technical scope, responsibilities, and service levels are documented. Changes are controlled, incidents are tracked, and users have an identifiable point of contact.
Where this service is available
IT services are operated in Senegal and Sierra Leone. IT hardware is distributed through the Group's other West African subsidiaries.
A scoping call confirms the scope, timing, resources, and expected deliverables.
Key service points
- Single service desk, triage, and prioritisation
- Remote assistance and intervention
- Knowledge base, SLAs, and reporting
