Magnus provides IT (Application, Network & Security) Support Services to federal agencies since 2005. Magnus specializes in providing Tier 2 and Tier 3 help desk support services which are part of a multi-tiered system of technical support within an organization. Tier 2 support services delivered are typically the intermediate level of technical support and involve more specialized and in-depth knowledge than Tier 1 (basic support) services. Magnus Tier 3 support services are the highest level of technical support. Our Tier 3 technicians are experts in their field and are responsible for resolving the most complex and challenging technical issues. These support technicians have access to specialized tools and resources and may involve collaboration with other experts within the organization to resolve issues.
Magnus has used its 17+ years of experience in this field to finetune best practices for Tier 2 and Tier 3 help desk that deliver significant efficiencies to our customers. Some of them include:
- Knowledge Management: Magnus supports development and maintaining a comprehensive knowledge base that is regularly updated and easily accessible to all support technicians can help ensure consistent, accurate support and reduce resolution time.
- Escalation Management: Magnus establishes clear escalation procedures and guidelines to ensure that issues are efficiently and effectively routed to the appropriate level of support can improve the overall support experience.
- Communication: Magnus believes that great communication is key in any support environment. Providing regular status updates to customers and other stakeholders and ensuring that all stakeholders are informed when issues are escalated to a higher tier of support, can help manage expectations and improve customer satisfaction.
- Root Cause Analysis: Magnus has excelled at conducting root cause analysis on recurring or complex issues can help identify underlying causes and prevent similar issues from happening in the future.
- Continuous Improvement: Magnus leverages its ISO 9001 methodologies to regularly review and refine support processes and procedures that help ensure that support services are delivered in an efficient and effective manner and help drive continuous improvement in the support experience.