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.
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 call resolution 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 Agreement
Your benefits
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.
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 up-to-date 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 employees have a broad knowledge and years of experience. All employees are trained and certified according to ITIL to maintain the quality standards for you.
Our services for your company
Our service portfolio is comprehensive, scalable and can be adapted to your exact needs.
Single Point of Contact (SPoC)
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.
1st level support
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.
2nd level support
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.
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.