At 7LayersTech, we offer a comprehensive range of End-User and Desktop Support services,
designed to keep your workforce productive and your systems running smoothly. From basic
password resets to complex technical troubleshooting and on-site interventions, our tiered support
model ensures rapid response and expert resolution at every level.
We provide comprehensive solutions and support to help you reach new heights.
- Level 1 – Basic Helpdesk
& First Contact Resolution - Level 2 – Intermediate
Technical Support - Level 3 – Advanced &
Specialized Support
Frontline technical support for day-to-day user issues, focusing on speed and efficiency.
- Password resets and account lockouts
- Email setup and basic troubleshooting (Outlook, webmail, etc.)
- Printer and peripheral configuration
- Application launch issues
- VPN connection assistance
- Software installation/removal (pre-approved apps)
- First-level ticket triage and escalation
Hands-on resolution for more complex issues that go beyond basic troubleshooting.
- OS-level troubleshooting (Windows, macOS)
- Network connectivity problems (wired/wireless)
- Peripheral and driver conflicts
- Microsoft Office application errors
- Antivirus and endpoint protection support
- System performance optimization
- Remote desktop and remote tool-based resolution
- Ticket coordination with third-party vendors
Expert-level support for complex or business-critical issues, including infrastructure-related
challenges
- Deep dive into OS and registry issues
- Active Directory and Group Policy troubleshooting
- Application compatibility and configuration issues
- Security incident response (eg, malware removal, user lockouts)
- Custom scripting and automation for repetitive tasks
- Coordination with infrastructure/network/security teams
- Desktop imaging and enterprise software deployment
- Root cause analysis and permanent resolution planning
