1. Overview
SKYTEK Solutions provides Level 1 (L1) IT Helpdesk Services to deliver frontline technical support to end users.
The L1 Helpdesk serves as the primary point of contact for routine IT issues, service requests, and general
technical assistance.
The objective of the L1 Helpdesk is to provide rapid response, efficient issue resolution, and escalation of
complex matters to higher-level engineering teams when required.
2. Included Services (Covered Under L1 Helpdesk)
Covered
2.1 End User Support
- Password resets (Active Directory, Entra ID, Microsoft 365, business apps)
- Account unlocks
- User account create/modify/deactivate (authorized requests)
- MFA assistance
- Email setup & configuration (Outlook, mobile devices)
- Email troubleshooting (send/receive, mailbox access)
- Login/credential troubleshooting
2.2 Workstation & Endpoint Support
- Basic troubleshooting for desktops and laptops
- Printer connectivity and printing issues
- Basic network connectivity troubleshooting
- Mapped drives and network resource access
- Peripherals (mouse, keyboard, webcam, headset, docks)
- VPN client-side connection troubleshooting
2.3 Software Support (Standard Business Apps)
- Microsoft Office / Microsoft 365 support
- Outlook troubleshooting and configuration
- Teams troubleshooting and user assistance
- Standard business application login/access assistance
- Approved application installations (per Client policy)
2.4 Mobile Device Support
- Email configuration on mobile devices
- Microsoft Teams configuration on mobile devices
- Microsoft Authenticator setup and troubleshooting
- Basic troubleshooting for corporate mobile apps
2.5 Access & Permissions Requests
- Grant access to approved apps, file shares, and resources (authorized requests)
- Remove access for terminations or role changes
- Group membership changes (authorized requests)
2.6 Service Request Handling
- Standard service requests (new user setup per checklist)
- Terminated user deactivation
- Remote equipment configuration assistance
- Standard configuration support
2.7 Ticket Management & Escalation
- Log and track all support requests
- Initial troubleshooting and diagnosis
- Escalate complex issues to Level 2/3 as required
- Coordinate communications with Client IT contacts
3. Service Availability
Standard Coverage
Mon–Fri, 8:00 AM – 6:00 PM
(Client local time)
Additional Coverage
24x7 Support
(Available)
Support Channels
- Email
- Phone
- Remote Support Sessions
- Ticket Portal
4. Out of Scope (Not Included in L1 Helpdesk)
Out of scope
4.1 Server & Infrastructure Management
- Server administration and troubleshooting
- Active Directory infrastructure changes
- Azure/cloud infrastructure management or configuration
- Network infrastructure configuration (firewalls, switches, routers)
- VPN server configuration or changes
4.2 Advanced Technical Troubleshooting
- Root cause analysis for recurring issues
- Operating system repair or rebuild
- Registry modifications
- Advanced performance troubleshooting
- Security incident investigation or remediation
4.3 Security & Cybersecurity Operations
- Incident response or forensic investigations
- Malware removal beyond basic containment and escalation
- Security policy changes
- Firewall rule modifications
- Security architecture changes
4.4 Application Administration
- Line-of-business app configuration beyond login/access help
- Database administration
- Application server troubleshooting
- Custom application support beyond basic access
4.5 Network Engineering
- Firewall configuration
- VLAN configuration
- Network design/architecture changes
- Switch configuration
- Wireless infrastructure configuration
4.6 Hardware Repair or Replacement
- Physical hardware repair
- Hardware replacement
- Onsite support (unless separately contracted)
- Warranty coordination with hardware vendors
4.7 Project Work
- Infrastructure upgrades
- Cloud migrations
- System deployments
- Major configuration changes
- System implementations
Project work requires separate approval and a dedicated project engagement.
5. Escalation & Handoff
Issues determined to be outside the scope of L1 Helpdesk Services will be escalated to:
- Client internal IT staff, or
- SKYTEK Level 2 / Level 3 engineering teams (if contracted), or
- Approved third-party vendors
6. Client Responsibilities
- Provide authorized contacts and escalation points
- Provide required system access and permissions
- Maintain valid licensing for supported software
- Maintain backups and security tools
- Maintain server/network infrastructure unless otherwise contracted
7. Service Limitations
- End-user level troubleshooting only
- Remote support only unless otherwise agreed
- Standard business applications and systems
L1 Helpdesk does not include infrastructure management, system engineering, or cybersecurity operations.
8. Optional Add-On Services (Available Separately)
- Level 2 and Level 3 engineering support
- Cloud infrastructure management
- Network management
- Cybersecurity monitoring and response
- 24×7 support coverage
- Onsite support services
- Project services
9. Summary
Level 1 Helpdesk Services provide essential frontline support for end users, ensuring efficient resolution of
routine technical issues while allowing higher-level engineering teams to focus on infrastructure, security,
and advanced technical operations.
