Services
L1 service desk
Our L1 engineers are the first response on your queue. They work in your PSA and RMM, follow your processes and speak to your clients as your team. Anything beyond L1 goes to your escalation path with clear notes.
What our engineers do
- Triage, prioritise and update tickets within your SLAs
- Password resets, account unlocks and MFA re-registration
- Microsoft 365, Teams, OneDrive and SharePoint user issues
- Software fixes through your RMM
- Printer mapping and basic Wi-Fi and VPN diagnosis
- First response to monitoring alerts
- Clear ticket notes and shift handovers
Tools we work in
- Your PSA
- Your RMM
- Your documentation platform
- Microsoft 365
- Entra ID
- Intune
Stays with you
- The client relationship
- Onsite work and hardware
- Change approvals
- Decisions on how tickets are prioritised
Shifts and level
Shifts that suit this work. All times are Melbourne time.
- Business day: Mon–Fri, 8:30am–5:00pm
- Evening: Mon–Fri, 4:30pm–1:00am
- Overnight: Mon–Fri, 12:30am–9:00am
- Weekend: Sat–Sun, 8:30am–5:00pm
Engineer level: L1
See the shift timelineCommon questions
How many tickets can an L1 engineer handle?
Typical capacity is 15–20 tickets a day. The real number depends on how complex your tickets are, and a free ticket-data review helps us estimate it for your queue.
Will our clients know the engineer works for Logicsphere?
The service is white-labelled. Engineers work in your tools and speak to your clients as your team.
Talk to us about this service.
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