The Requirement
Tech All Solutions supported WA IT Services through a subcontracted desktop support engineering engagement, providing second-line (L2) end-user computing support for approximately 500 users within one of its telecommunications-sector client environments. The engagement focused on resolving workplace technology incidents, maintaining user productivity and escalating infrastructure, network and application issues where specialist support was required.
What We Delivered
- Diagnosed and resolved Windows desktop and laptop issues.
- Supported Microsoft 365 and common end-user productivity applications.
- Troubleshot user access, software, hardware, peripherals, connectivity and general desktop incidents.
- Supported device setup, configuration and routine user requests within the engagement scope.
- Escalated infrastructure, network or application issues requiring specialist ownership.
- Maintained clear communication with users throughout incident investigation and resolution.
Support Workflow
User IssueTroubleshootingResolutionSpecialist Escalation (where required)
Project Outcome
- Additional desktop-support engineering capacity through a subcontracted delivery model.
- Structured troubleshooting across endpoint, application, identity, hardware and connectivity issues.
- Focus on restoring user productivity and escalating issues to the appropriate technical owner.
- Flexible technical delivery capability aligned to operational support requirements.
Technologies & Capabilities
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