Your IT department – our IT service desk

We support your IT department, no matter if small, medium or large company

Scalable, competent and efficient

To ensure productivity in the workplace, no company can do without a fast and effective IT service desk.

We develop customized service concepts so that your company can concentrate on its core competencies.

Our goal is to optimize the productivity of the IT workplace at the end user and thus save the company hidden costs.

IT support

1st level & 2nd level support
Single point of contact for all IT requests (SPOC)
Certified IT professionals (ITL, MCSA, ACMT)

Ticketing

Modern ticketing system
Dispatching (first solution rate above 80%)
Monthly reports (solution rate, trends and similar KPIs)

Costs

Flexible models (for example monthly for rent)
Transparency thanks to calculable costs
Service level agreements

IT service desk calculator

Calculate the target price for your company by yourself.

* Prices are in CHF excl. VAT and are indicative.

Included services

1st & 2nd level remote support
Service management
Reaction time < 90min
Ticketing system
Knowledge base
Further service levels

321

CHF/Month*

At over 600 tickets, click "Continue" to get a custom quote.

Your benefits

With a collaboration, your company benefits from the diverse competencies of our IT staff. This allows you to concentrate on your own core competencies.

Direct support

With a service manager, you receive a personal contact person who is available to you for all questions. Adherence to all service levels, targets and KPIs is a matter of course for us; these are defined in the service level agreement and we monitor compliance via KPIs and regular reports.

High accessibility

Your service desk is available 24/7 via phone, e-mail, web portal and chat. Our high level of availability and a maximum initial resolution rate guarantees a low effort for your and your employees.

Simple and efficient transition phase

The transition phase to an external IT service desk can be made short and simple with our support. Our service managers work with contemporary process and project management methods to design the transition phase together with you and implement it efficiently.

Our expertise in your company

Our IT support team members have a broad knowledge and years of experience. All of them are trained and certified according to ITIL in order to fulfill the quality standards.

Our services for your company

Our service portfolio is comprehensive, scalable and can be adapted to your exact needs.

The Single Point of Information is the first point of contact for all inquiries. Our experienced IT support staff handle all incoming concerns via telephone, email, a web portal and chat channels. An electronic ticket is recorded and classified for each concern. General inquiries can already be processed and resolved during the initial contact.

At the SPOI, the electronic tickets are then distributed to the respective teams. We monitor all tickets until they are finally resolved. With this process we ensure the compliance with the defined service levels. In this way we take over the responsibility for the entire ticket lifecycle.

The first level support is an integral part of the IT service desk and the first instance, which handles your requests. It is the same person who handles the tasks of our customers.Single Point of Information and the first-level-support. In this way we ensure a high first level rate for direct solutions. Typcial use cases, which may be solved by the first level support are password resets, administration of authorizations or the installation of applications.

Requests, which require the attention of our IT specialists, are processed to the 2nd level support. Thanks to the many years of experience of our IT support staff, our service desk can resolve 2nd-level support requests quickly. This leads to a significant relief of the IT team on site. As with 1st-level support, we strive for a remote solution, as this helps to minimize costs.

Second level support use cases are characterized by the fact that usually troubleshooting is required. This is how we solve complex requests such as software problems, connectivity issues and computer crashes.

Service requests are for example the administration of user accounts and access rights, the resetting of passwords or the installation of applications. Those requests are structured and processed according to ITIL processes, which guarantee a smooth workflow without additional efforts for you.

In Information Request Management, we accept «how-to» requests. Our IT support staff can advise and support you with their broad knowledge as well as with instructions and user guides.

Examples of an information request would be: Where can I find document templates? How do I edit text with Adobe Acrobat? Which browser should I use?

Your personal contact

Photo of the Primtetrack CEO

Stephan Fredrich
CEO

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Would you like to receive a call?

Delivering customized services with a measurable benefit is a big promise. Let's talk about how a new scenario could look concretely for your company.

For email-requests please use our contact form.