1st Level Support

Vivid Adapt 1st Level support brings back control and access to all IT tools required and used by your organisation’s users. Our Support is built on technical expertise and delivered with service excellence. We understand that when you call us your business is hurting and you need the right fix to get it working again. This is why Vivid Adapt dedicate a named team of engineers to your business and compensate them to resolve your issues and fix your problems.

Our 1st Level Support service will resolve your day -to-day issues to get you back working quickly and let your technical team focus on the higher value tasks to drive the business and manage change.

Vivid Adapt's 1st Level Support Includes

The Vivid Adapt 1st Level Support Service adds extra resource to your IT team and provides additional tooling and processes that ensure your users remain productive and their technology protected and available. Our goal is to ensure maximum performance and 100% end-user satisfaction.  Our service is tailored to your needs and designed to work with your team, systems and technologies.

Root Cause Analysis

Engineering Team incentivised to restore services.

Customised Support Plans

We offer a variety of Plans based on your business model.

Unlimited Support

No limit to the Calls, Case, Adds Moves & Changes.

Case Ownership

Single Point of Contact & Ownership.

24/7 Support Desk

95% of resolutions are solved within an hour.

Reactive Management

Always on hand to support you when you need us.

Remote Management

Remote Mangement of Resources.

Increased Resolution Efficiency

We dedicate all resources to make sure your cases are resolved outright.

Learn how Vivid Adapt can extend your service desk

Why use Vivid Adapt 1st Level Support?

We make your business work smoothly, effectively and securely. We admit that it is not easy to keep the balance, but at Vivid Adapt, we are a type of different managed service provider. We understand that supporting your business isn’t just about the ‘technical’. It takes a combination of management consultancy, appropriate level of service maturity and technical excellence to get it right.

Technical Expertise

Our team of experience and vendor qualified IT Technicians have the ability to solve and eliminate significant number issues at the 1st Level of Support.

Service Excellence

Our 1st Level Support team works on "follow the sun" model and consistently meets and even exceed customer's expectations. They are backed up with industry proven ITIL based tools.

Standard Operating Procedures

Vivid Adapt applies proven in the practice templates of SOP. They can be customised with customer collaboration to match your business model more effectively.


Multilingual, multi-cultural and pan-European 1st Level service desk function designed to offer the best support for your business needs.

Knowledge Base Management

Our 1st Level team is backed up with enterprise grade knowledge base management system that incorporates industry best practices and our experience.

Communication Channels

Our 1st Level team is always available on any communication channel. We can integrate most modern commuication channels such as WhatsApp or other messengers depending on your business needs.

Vivid Adapt is trusted by

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