The modern walk-in support center
Fast and reliable problem solving directly at your site
The walk-in support center, adapted to your individual requirements
The Primetrack walk-in support center is our solution for reliable «in-house» IT support. In this «managed service», we move into premises at your site. Thanks to the physical presence it is possible for us, provide the best possible IT support for you.
This service is directly available to all employees of your company - without advance notification or additional effort.
- Adapted to your individual needs
- Reliable
- Personal
The services of the walk-in support center
The service portfolio of the walk-in support center is extensive. We adapt it to the needs of your company.
Ideal contact point
The Walk-in Support Center is the first point of contact for your employees when it comes to IT inquiries and problems.
We receive and process the inquiries directly. This ensures a high instant resolution rate. Thus, the center is a reliable association of «Single Point of Information», 1st- & 2nd-Level-Support and Field-Support.
Tickets are created for all requests and cases. If necessary, we pass them on to other teams, for example the IT infrastructure team.
Purchase, repair and replacement
For your employees, the walk-in support center team acts as a central point of contact when it comes to new equipment such as laptops and smartphones or peripherals such as mouse & keyboard, power cables and adapters.
In the event of hardware problems, the walk-in support center provides rapid assistance. We carry out repairs directly on site. If a repair would mean too much time loss for your employee, we replace the affected device directly.
Hands-on Support
Competent support directly on site is the great strength of the walk-in support center. Our IT support staff have a «hands-on» mentality. Whenever possible, they solve problems directly with the user on the end device. This uncomplicated type of support ensures a high level of satisfaction among employees.
Information request
In the walk-in support center, we also accept «how-to» requests. Our IT support staff advise employees with their broad knowledge and support them with instructions and user guides.
Examples of an information request would be the following queries such as: Where can I find document templates? How do I edit text with Adobe Acrobat? Which browser should I use?
Mobile device support
The walk-in support center serves as a central location for the management and support of mobile devices. We take care of the installation, issuance, repair, replacement and disposal of devices, guided by your specifications.
Our IT support staff are also happy to provide assistance with «how-to» queries on the subject of smartphones.
IT onboarding
The walk-in support center makes it easy to obtain equipment for new customers. Laptops, peripherals and mobile devices can be obtained easily in this way. Support staff can set up and customize new devices directly. This ensures that new employees get off to a good start in your company and are ready to use immediately.
Your benefits
With a collaboration, your company benefits from the diverse competencies of our IT employees. This allows you to concentrate on your own core competencies.
Service experience
At the central interface between users and IT, it is crucial to provide an excellent service experience. Because it is precisely here that IT can differentiate itself as a strong service provider and provide your company with a great service through simple, fast and straightforward support.
Friendly and competent
Our well-trained IT support staff react flexibly and dynamically even to unusual requests. Continuous training and further education ensure friendly service and motivated commitment even for complex problems.
Simple and efficient transition phase
The transition phase to an external IT service desk can be made lean and simple with our support. Our service managers work with contemporary process and project management methods to efficiently design and implement the transition together with you.
Supervised service
As a «managed IT service», this service is completely managed by us. With a service manager, we provide you with a personal contact person who is available to answer any questions you may have. The service manager also monitors that the team meets the agreed service levels, targets and KPIs. We monitor this and provide you with regular reports.
Your contact
Do you have any questions? We are available for a personal conversation with you.
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Do you have any questions or do you need support?
We are at your disposal for a personal conversation.