Managed IT Support Operations (L1-L2-L3)
Run a complete managed IT support operation — L1, L2 and L3 — for a quick-service restaurant group's POS, kitchen and back-office technology.
What we delivered
Scandinavian Fast Food (QRS) is a quick-service restaurant business whose daily operations depend on POS terminals, kitchen displays and back-office systems staying online during service. We run the complete IT support operation for the group across three tiers: L1 handles first-line requests and incident intake, L2 diagnoses and resolves issues in the POS and network environment, and L3 handles deeper fixes, system changes and vendor escalations. Every ticket is tracked, prioritised by how urgently it affects service, and answered with clear SLAs so the management team always knows who is working on what. The arrangement moved IT from a reactive scramble to a structured, always-available support operation that fits restaurant hours.
Outcomes
- Three-tier support operation (L1, L2, L3) covering POS, network and back-office
- Ticketed incident flow with service-priority SLAs that fit restaurant hours
- Vendor escalation and deeper L3 fixes handled under one managed contract
Client satisfaction
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From the team
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