4th Echelon Support
Overview
The 4th Echelon builds upon 1st, 2nd, and 3rd Echelon capabilities by adding Managed Unified Service Desk services. This echelon provides comprehensive hands-on user support, incident and problem management, and service request fulfillment that supports the holistic organization as your IT department.
Includes All 1st, 2nd & 3rd Echelon Services, Plus:
Managed Unified Service Desk
A comprehensive service desk function serving as the single point of contact for all IT service requests, incidents, and user support needs, providing unified support across all managed technology platforms and services.
Hands-On User Support
Direct, hands-on support for end users including troubleshooting, guidance, training, and assistance with technology usage, ensuring users can effectively leverage IT services to accomplish their business objectives.
Service Level Management
Active management of service level commitments, including SLA monitoring, performance tracking, service level reporting, and proactive measures to ensure service delivery meets or exceeds agreed-upon targets.
Incident & Problem Management
Comprehensive incident management including incident logging, categorization, prioritization, investigation, and resolution, along with problem management to identify and address root causes of recurring incidents.
Service Request Management & SOP Automation Workflows
Fulfillment of service requests through standardized processes and automated workflows, including provisioning, deprovisioning, access requests, and routine service tasks delivered consistently and efficiently.
Target Audience
4th Echelon services support the holistic organization as your IT, functioning as the organization’s complete IT support infrastructure and serving as the primary interface for all technology needs across the enterprise.
Service Scope
This echelon provides end-to-end IT support from platform management through direct user assistance, functioning as a complete IT department. It combines all lower echelon capabilities with comprehensive service desk operations to deliver holistic IT service management.
Key Activities
- First point of contact for all IT service requests and incidents
- User onboarding, training, and ongoing support
- Incident triage, investigation, and resolution
- Problem identification and root cause analysis
- Service request fulfillment and workflow automation
- Service level monitoring and reporting
- Knowledge base maintenance and user documentation
- Cross-platform support coordination
Deliverables
Service Desk Operations
- Incident and service request tickets with resolution documentation
- Service level performance reports and SLA compliance metrics
- User satisfaction surveys and feedback analysis
- Knowledge base articles and user guides
Support Management
- Incident trend analysis and problem management reports
- Service request catalog and automation workflows
- User training materials and onboarding documentation
- Service improvement recommendations
Performance Metrics
- First call resolution rates
- Average response and resolution times
- User satisfaction scores
- SLA compliance metrics
- Ticket volume and category analysis
Escalation Path
Complex technical issues requiring architectural changes are escalated to 2nd Echelon design services. Major incidents and critical situations engage 3rd Echelon transition services. Requests for dedicated or premium support services may be fulfilled through 5th Echelon offerings.
Service Philosophy
At the 4th Echelon, we function as your complete IT department, providing the full spectrum of IT services from strategic planning through hands-on user support, enabling organizations to focus on their core business while we manage their technology infrastructure comprehensively.