Tailor-made service desk solutions suitable for all company sizes

To ensure productivity at the workplace, a competent and effective IT service desk is key for any company.

We develop tailor-made service concepts based specifically on your needs, so that your company can focus on its core competencies. Our goal is to optimize the productivity of the end user's IT work place, and thus save your company hidden costs. 

Our services for your company

Our service portfolio is diverse and scalable to fit your business needs.

The SPOI is the first point of contact for all enquiries. Our experienced IT support staff handles all incoming requests via phone, email, web portal and chat. For each request, an electronic ticket will be recorded and classified. General enquiries will be processed and resolved on initial contact.

At the SPOI, the electronic tickets are then distributed to the respective teams. All tickets are monitored by us until they are finally resolved to ensure compliance with service levels. In other words, we take responsibility for the entire ticket lifecycle.

1st level support is an integral part of the IT service sesk and the first instance which handles your requests. At Primetrack, the acceptance of customer requests (Single Point of Information) and the 1st level support is provided by the same people to ensure a high first time resolution rate.

Typical use cases, that can be solved by 1st level support, are password resets, administration of authorizations or installation of applications.

Requests that require the attention of our IT specialists are passed on to 2nd level support. Due to the many years of experience of our IT support staff, our service desk can efficiently solve 2nd level support requests. This leads to a significant relief of the on-site IT team. As with 1st Level Support, the solution is sought via remote, which helps to minimize costs.

2nd level support cases are characterized by the fact that troubleshooting must be carried out. Complex problems are solved, such as software problems, connection problems or a computer crash.

Service requests are, for example, the administration of user accounts and access rights, the resetting of passwords or the installation of applications. These requests are structured and processed according to modern ITIL processes, which guarantees a smooth workflow without additional effort on your part.

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 instructions and user guides.

Examples of an information request would be the following requests:

Where can I find document templates?

How can I edit a text with Acobe Acrobat?

Which browser should I use?

Your Benefits

By trusting in our services, your company benefits from our IT staff's core competencies - allowing you to focus on your own core competencies.

Direct support

Our service manager acts as your personal SPOC (Single Point of Contact) who addresses all of your questions and who is responsible for fulfilling all service levels, goals and KPIs.

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 easy with our support. Our service managers work with state-of-the-art process and project management methods to design and implement the transition together with you.

Our expertise in your company

Our IT support staff have a broad knowledge and many years of experience, so why not take advantage of our expertise in your company?

Your contact

Would you like a callback?

Providing tailor-made services with a measurable benefit is a huge promise. Let's talk about how this could look like for your company. 

For e-mail inquiries please use our contact form.

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