IT Support Services
Information technology (IT) support involves procedures designed to maintain seamless IT workflows while reducing costs. With 17 years of experience in help desk and infrastructure support, Edylinn ensures continuous improvement of your IT processes.
Consulting support
Get an objective, third-party perspective on any IT-related issue you’re struggling to resolve. We can audit the specific IT infrastructure component or process in question, thoroughly investigate the matter, and deliver a detailed action plan for effective issue resolution.
L1 help desk
Your clients or employees may face a simple software problem that spoils user experience or disrupts work routine. Our L1 engineers can quickly handle user issues and requests to restore user convenience.
L2 help desk
When our first line of support cannot resolve an issue, our team of software and infrastructure management engineers steps in. They tackle complex problems that require deeper investigation, focusing not only on resolving the issue but also on preventing its recurrence.
L3 help desk
You receive a dedicated team to support business-critical IT activities, including software development and evolution, cross-system or cloud migrations, software and network rearchitecting, and server virtualization.
Cloud management
We monitor and continually optimize your cloud resource consumption to ensure the availability, high performance, and cost-efficiency of your cloud-hosted infrastructure and applications. As new business needs arise, we assist in expanding your cloud portfolio with tailored, well-implemented solutions.
Managed cybersecurity
We take a comprehensive approach to your cybersecurity posture. Instead of relying on isolated security tools that may leave gaps, we analyze your IT infrastructure and processes to create a security environment that protects all potential entry points from security threats.
Our Selected IT Support Projects
What they've said about us
lorem ipsum dolor set amet et it lorem ipsum dolor set amet et it
Benefits of Properly Organized IT Support for Businesses
-50%
IT support costs refer to the expenses associated with maintaining and troubleshooting an organization's IT infrastructure, including hardware, software, networks, and technical assistance, often covering staffing, tools, and services.
-20%
Cloud costs refer to the expenses incurred for using cloud services, including compute power, storage, data transfer, and additional services like security, backups, and analytics. These costs vary based on usage, provider, and service levels.
99.96-99.99%
App availability refers to the percentage of time an application is fully operational and accessible to users without interruptions or downtime. High availability is critical for ensuring seamless user experiences and business continuity.
What You Get with IT Support Services
Detailed descriptions of the IT infrastructure and operating procedures:
SOPs for ticket resolution, change and incident management, and CI/CD flows ensure consistent processes for handling support, managing changes, and deploying software. Network maps visualize network infrastructure for easier troubleshooting. A Configuration Management Database (CMDB) tracks IT assets and their relationships. An infrastructure improvement plan outlines strategies for upgrading and optimizing IT systems for better performance and security.
Self-service training materials for users:
Knowledge base articles offer detailed solutions and best practices for resolving common issues. FAQs provide quick answers to frequent inquiries, reducing support requests. User manuals are comprehensive guides with step-by-step instructions, feature explanations, and troubleshooting tips, helping users effectively navigate and utilize a product or system.
User satisfaction and adoption improvements:
UX testing/monitoring evaluates user interactions to identify usability issues and improve design for a seamless experience. Surveys and user experience studies collect feedback to assess satisfaction and pinpoint areas for improvement. Based on the results, CSAT improvement plans are created, guiding adjustments to design, features, and overall user experience to enhance customer satisfaction.
Regulatory compliance assessments
IT environment benchmarking against standards like PCI DSS, HIPAA, and others involves assessing the infrastructure’s alignment with regulatory requirements. Compliance gap mitigation plans are developed to address any discrepancies, ensuring the system meets necessary security, privacy, and operational standards to reduce risks and ensure regulatory compliance.
Regular and transparent reporting:
Service level reports track performance against SLAs, ensuring service commitments are met. Maintenance reports document system updates and performance. Health check reports assess system status and identify potential issues. Security assessment reports evaluate vulnerabilities and suggest improvements. Incident reports with root cause analysis provide detailed insights into incidents, their impact, and underlying causes to prevent future occurrences.