N1 Support
IT helpdesk and technical assistance
Give your users fast, competent technical support. Our level-1 support teams handle every incident, from qualification through to resolution or escalation, using modern ticketing tools.
What we deliver
Benefits
Our process
From scoping to day-to-day management, every step is structured to ensure a steady ramp-up and consistent service quality.
Audit & scoping
We analyse your technical environment, ticket flows, and existing tools to define the scope of intervention and the priority levels.
Sourcing & selection
Agents are recruited on the basis of their technical profile and ability to handle complex situations, then validated before any deployment.
Deployment & training
The team is trained on your products, decision tree, and escalation procedures, then integrated into your ticketing systems before going live.
Steering & continuous improvement
Regular reviews analyse the root causes of recurring incidents. The knowledge base is enriched through each resolution to improve quality over time.
Use cases by industry
N1 support adapts to the specific constraints and volumes of each industry.
E-commerce & retail
Teams handle incidents related to orders, account access, and product returns. Coverage is aligned with seasonal peaks and the extended opening hours of your business.
Banking & finance
Support covers access requests to business applications, resolution of payment terminal incidents, and routing to N2 teams for sensitive cases.
Healthcare & insurance
Agents handle access difficulties on patient or policyholder portals, record synchronisation issues, and password resets, in full compliance with confidentiality requirements.
SaaS & software publishers
Support guides users through onboarding, diagnoses common functional errors, and escalates qualified bugs to the product team through your internal channels.
Frequently asked questions
Answers to the most common questions about how the service works.
How is a ticket handled?
As soon as it arrives, the ticket is qualified by category and priority. The agent follows the decision tree defined during scoping: direct resolution if the case is covered, or documented escalation to N2 or N3 otherwise. The user is kept informed at every step.
In which languages is support available?
Language coverage is defined at scoping. We offer English by default; additional languages can be covered depending on the profile of the teams deployed and the volume of your activity.
How do agents integrate with our existing tools?
Our teams adapt to your existing ticketing platform (Zendesk, Freshdesk, Jira Service Management, ServiceNow…). Integration is carried out during the deployment phase; no tool change is imposed on our side.
How do you handle a sudden surge in volume?
Peaks can be anticipated (product launches, planned maintenance) or unexpected. In both cases, a capacity plan is defined at the outset: we adjust headcount and time slots based on the actual volumes observed during ongoing management.
Related services
Complete your setup with our other customer relationship offerings.