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 systemDispatching (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
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.
Single Point of Information (SPOI)
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.
1st level support
2nd level support
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 request
Information request
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
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.