GITECH provides a reliable, structured, and fully managed support service designed to ensure that your users remain productive, secure, and supported at all times. Our blended support model combines remote Helpdesk operations with certified onsite technicians to deliver fast, consistent, and high‑quality resolutions.

Our Helpdesk operates as the first point of contact for all IT incidents, service requests, and user queries.

Key capabilities include:

• Remote troubleshooting and resolution for the majority of issues
• Tiered support:
  • L1 – User support, password resets, basic troubleshooting
  • L2 – Advanced workstation, application & system support
  • L3 – Specialist support, escalations, and server/network issues
• Prioritised ticket handling using a P1–P4 severity matrix
• Clear response and resolution targets based on defined SLAs
• Real‑time ticket tracking through our Helpdesk portal
• End‑user communication and status updates throughout the ticket lifecycle
• Knowledge base resources to support user self‑service

This ensures fast, predictable, and transparent issue resolution across your organisation.

Our onsite engineers provide hands-on assistance for issues that cannot be resolved remotely or require physical intervention.

Onsite support includes:

• Hardware repair and replacement
• Network, server, and infrastructure troubleshooting
• New device setup, deployment, and configuration
• Office relocations, cabling, and desk setups
• Critical incident response requiring physical presence
• Printer, router, UPS and other equipment servicing
• Assistance during upgrades, projects, and rollouts

Onsite visits are scheduled proactively or triggered automatically when remote support escalations require it.

Our SLAs ensure accountability, consistency, and measurable performance.

They define:

• Response and resolution times per priority level
• Availability windows (Business Hours / Extended Hours / 24×7)
• Escalation procedures to senior engineers and management
• Change control requirements
• Communication and reporting standards
• Responsibilities of both GITECH and your organisation

These SLAs guarantee predictable service delivery and ongoing operational stability.

You receive monthly performance and service delivery reports which include:

• SLA compliance statistics
• Most common issues & root causes
• User satisfaction feedback
• Security and system health indicators
• Recommendations for improvement

We also conduct Quarterly Business Reviews (QBRs) to align your IT environment with business goals, upcoming risks, and future requirements.

• Faster problem resolution through a blended remote + onsite model
• SLA‑driven accountability
• Certified technicians and senior escalation engineers
• Proactive issue prevention through monitoring and maintenance
• Single point of contact for all IT needs
• Scalable support that grows with your business