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software development

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  3. IT Support

IT Help Desk Support

Glemad’s IT support services are some of the best in terms of maintaining failsafe IT workflows and reducing IT costs. With ample years of experience in help desk and application support, our services include IT help desk, Network Operations Center (NOC) and software support to ensure superior user experience and on-the-go improvement of your IT processes.

Want to Receive Result-Oriented IT Support?

Glemad's IT support team will provide constant monitoring and expeditious resolution of discovered and reported issues to optimize the efficiency of your IT infrastructure.

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IT Support Services: What You Get

Multi-tiered pipeline for incident resolution:

  • L1. A user support team.
  • L2. A technical support team.
  • L3. A team of software engineers.

Information on the IT environment and its operational processes in great detail:

  • Configuration management database.
  • Infrastructure improvement plan.
  • Network maps.

User training materials for self-service:

  • FAQs.
  • Knowledge base articles.
  • User manuals.

Transparent and consistent reporting:

  • CSAT improvement plans based on survey results and user experience studies.
  • UX testing/monitoring.

Assessments of regulatory compliance.

  • Plans for closing compliance gaps.
  • IT environment benchmarking against PCI DSS, HIPAA, and other regulations

User training materials for self-service:

  • FAQs.
  • Knowledge base articles.
  • User manuals.

Proactive IT Support services, on time and on budget

The Glemad smart team specializes in custom IT support for businesses of all sizes. We have a team of experienced and certified testers and support specialists who are knowledgeable in a variety of programming languages and platforms.
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Glemad's IT Support Service's Competitive Advantages

IT support project feasibility analysis

Before we begin supporting your app or infrastructure, we analyze the TCO and ROI of supported assets to determine how much these financial estimates will improve once we begin support.

Long-term collaboration

We believe that long-term IT support benefits both the customer and the service provider because a longer service term means fewer transition periods and integration phases for the customer and well-tailored working routines for the support team.

Service that is focused on results and transparent reporting

Regular reports with clear metrics for strict compliance with service level objectives reflect our IT support activities and service quality. We use the following KPIs in our support projects:

  • Change requests have been implemented.
  • Change requests are being
  • processed in the backlog.
  • Key stakeholders are pleased.
  • Customer satisfaction
  • Application accessibility.
  • MTTR (Mean Time to Recovery).

    • Partnerships and recognitions

    We are very pleased with the website development services provided by Glemad. They have always been very professional and have delivered quality work on time. We would definitely recommend their services to anyone looking for a reliable and reputable website development company.

    Donatus

    CEO Askworld

    Glemad’s website development services are simply amazing! Their team is very creative and truly understands the needs of their clients. They helped us develop a website that was not only aesthetically pleasing but also highly functional. We are extremely happy with their work and would recommend them to anyone looking

    Nnamdi Obi

    Managing Director

    I found Glemad to be extremely professional and helpful in terms of software development. They were able to take my vague ideas and turn them into a reality. The Glemad team was always available to answer any questions I had and to make changes to my app as needed. I

    Michael B

    CEO/Founder

    Glemad’s BPO services are top notch! They helped me streamline my business processes and improve my bottom line. Their team is very professional and knowledgeable, and they were able to get the job done quickly and efficiently. I would highly recommend their services to any business looking to improve their

    Marian C

    CEO /founder

    We found the process of forming our company with Glemad to be very straightforward and stress-free. Their expert knowledge and guidance made the entire process easy to navigate. We are very happy with the end result and would recommend Glemad to anyone looking to form a company.

    Jack M

    Managing Director

    Glemad was named the Best IT Consulting Company in West Africa for the Year 2022 by the Africa Excellence Awards.

    Glemad is one of the companies with the highest compound growth rate. This accomplishment is the result of our unwavering commitment to providing high-quality IT services and identifying the best-value solutions for our clients’ needs.

    Read Press Release

    Choose Your Service Option

    IT Help Desk

    L1, L2, L3 support for enterprises, software companies, and managed service providers.
     
  • Implementation of effective SOPs and ITSM processes.
  • Resolving reported incidents
  • Management of user satisfaction ratings
  • Management of the knowledge base
  • Regular reporting
    • Get Started

    Application Support

    L1, L2, L3 support and proactive application improvement in the cloud or on-premises, including:
  • Testing, monitoring, and code reviews
  • Configuration, hot fixes, and code changes
  • Optimization of cloud consumption.
  • Management of user satisfaction ratings.
  • Regular reporting.
    • Get Started

    Full IT Support

    Comprehensive support of your IT infrastructure, including:
  • IT help desk.
  • Network Operations Center
  • Software support
    • Get Started

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