H&D International Group

User Help Desk

Several thousand PC's, monitors and printers demand massive support effort and an efficient Service Desk. Below is a list of numerous customer projects for which we took control of the User Help Desk – with individual service times and on-call services, ambitious Service Level Agreements and multi-lingual support.

User Help Desk - Klinikum der Universität München (Munich University Clinic)

The project

  • Support and supervision of the central Service Desk
  • SLAs: Availability 93% within 30 second. Direct solution rate 90%

Our services

  • 9,000 users
  • 5,000 PCs
  • 1st Level Support
  • Password Services
  • Printer Services
  • Remote-Software-Installation
  • Service times: 6:30am – 6pm
  • On-call service: 6pm – 8pm
  • Multi-lingual support
  • Client Management