Your IT Department – our IT Service Desk
We support your IT department, no matter if small, medium or large company
Scalable, competent and efficient
In order to guarantee the productivity at the workplace a fast and efficient IT service desk is essential. We develop individual service concepts based on your needs so you may focus on your core competencies.
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 avoid hidden costs for the company.
1st level & 2nd level support
Single Point of Contact for all IT requests (SPoC)
Certified IT professionals (ITL, MCSA, ACMT)
TicketingModern ticketing system
Dispatching (first call resolution rate above 80%)
Monthly reports (solution rate, trends and similar KPIs)
Flexible models (for example monthly for rent)
Transparency thanks to calculable costs
Service Level Agreement
By cooperating with us, your company benefits from the wide-ranging expertise of our IT team. This allows you to concentrate on your own core competencies.
Our services for your company
Our service portfolio is comprehensive, scalable and can be adapted to your exact needs.
The Single Point of Contact is the first point of contact for all inquiries. Our experienced IT support staff handle all incoming concerns via the telephone, email, web portal or 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 SPoC, the electronic tickets are then distributed to the appropriate 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 1st level support is an integral part of the IT service desk and the first instance that handles your concerns. With us, the same person performs the acceptance of customer concerns (Single Point of Contact) and the 1st level support. In this way we ensure a high first level rate for direct solutions.
Typcial use cases, which may be solved by the 1st 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. Due to many years of experience our IT support employees may solve the service desk second-level-support requests quickly. This leads to a relevant discharge of the local IT teams. Like with the first-level-support we strive for a remote solution in order to minimize costs.
2nd 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.
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
Primetrack CEO (Chief Executive Officer)
Group CSMO (Chief Sales & Marketing Officer)
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.
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