IT Field Support –
reliable on-site Support

We solve IT problems flexibly, effectively directly at your site

Competent support at your site

Our field support provides direct and quick IT support at your site.

Requests that cannot be resolved remotely by the service desk are passed on to the field support. In this way, we can process requests directly and without complications.

The services of our field support team

We provide on-site support for concerns about peripherals, workstations and IT infrastructure.

Our IT field support deals with issues on-site that cannot be solved remotely in the best possible way. In addition, field support is responsible for the so-called «IMACD»-Process.

I.M.A.C.D. is the abbreviation for install, move, add, change and dispose. The IMACD-Prozess includes the preparation and commissioning of new equipment at workstations as well as the expansion of a workstation and the replacement of individual devices at the workstation. We also support when users move. At the end of the life cycle of a workstation device we dispose it correctly.

Hardware problems at the workplace or in your IT infrastructure often cannot be solved remotely. This is where our «hardware fix» process comes in. We repair the faulty or damaged device on site or replace it. In this way, we avoid long and annoying waiting times and ensure that you can continue working seamlessly.

Examples of «hardware fix» cases are damaged peripherals, defective laptops and computers, but also problems in the IT infrastructure such as on servers and storage devices.

If software problems may not be solved remotely by the first or second level support, our «software fix» process starts. To avoid a long and complicated software repair we analyze the situation on site. We provide a quick solution and save time and nerves thanks to this process. Examples of «software fix» cases are operating system errors, defect applications and licence problems.

Examples of «software fix» cases include operating system errors, corrupted applications, and licensing issues.

Your benefits

Benefit from our IT field supporters' competence in your company.

ITIL standards

Our services and processes are based on ITIL standards. With our service management, we thus ensure that the agreed quality is guaranteed for all existing services.

Direct support

With a service manager, you have a personal contact person with us who is available to answer any questions you may have. He also monitors that all service levels, targets and KPIs are being met. We monitor this in reports that we provide to you on a regular basis.

Customized for your company

With us, there is no «one size fits all». Based on our many years of experience with a wide range of companies, we can scale our services optimally and adapt them precisely to your requirements.

Friendly and competent

Our trained IT field support team of experts is geared to your requirements. The continuous training and education of our employees ensures friendly and motivated service, even for complex problems.

Your contact

Do you have any questions? We are available to you with pleasure for a personal conversation.

Foto Stephan Fredrich
Stephan Fredrich
Primetrack CEO (Chief Executive Officer)
Group CSMO (Chief Sales & Marketing Officer)

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