We are at your disposal - around the clock

The more complex IT structures become, the greater the risk of interferences and delays. We can use the experience we have gained in many successful Managed Service Desk projects, be it onsite, remote or shared, to solve these problems - fast and professionally.

Our supporters are highly trained and can be contacted by telephone within 10 seconds. 70 to 85% of all incidents or requests can therefore be solved immediately. Difficult problems will be taken care of on location or by remote support.

Areas of expertise:

• assistance by phone
• single point of contact for all user requests (calls, e-mail and fax)
• immediate problem solution (1st level support)
• qualification, classification and documentation of requests
• forwarding problems to the responsible department
• control and escalation
• IT/user interface

A coherent ticket system and a well-organized error and solution database maintenance are indispensable for IT support. They are ideal accessories to identify and to solve problems as soon as possible and are a supervisory body for the observance of the time frame for a support solution process.

Our main objective is optimizing processes and in connection with that, the continuous improvement of quality. We therefore analyze, evaluate and, if necessary, readjust the support processes.