Tasks
Answering service requests on all channels
Our specialists look forward to receiving your users’ requests on all channels.
Documentation, categorization and prioritization of service requests
We work in a structured and methodical way to prioritize your requests quickly and comprehensibly.
Analysis, resolution, response and escalation of service requests
Our agents can resolve most requests directly with the user on their own – everything else is forwarded to the appropriate contact person.
Ensuring smooth day-to-day business through staffing and deployment planning during operating hours (incl. weekends and on-call)
We are available to our customers every day – including on-call service and weekends.
Creation of statistics and reporting for the management
The reports we create do not only illustrate our services and their efficiency, but also show the weak points in the functioning of IT systems. This allows us to analyze them in detail and make suggestions for improvement to the customer.
Further development of existing processes
If you wish, we can optimize your processes and develop them further. In doing so, we eliminate process weaknesses or install automations to increase efficiency.
Activities as required
Do you have company-specific activities that we can additionally take over for you? Please contact us.
Know-How
Completed advanced training and certifications
We are experienced specialists and are familiar with the most common hardware as well as software components. You put your IT requests in professional hands and therefore we need only a short training period. Our employees have specific certificates such as ITIL, Cisco, Azure and many more.
Experienced in quickly identifying user needs
Your employees are our customers. A friendly, courteous and efficient service is a standard for us.
Independent, proactive and solution-oriented approach to work
As the first point of contact, we often recognize a new problem before the customer does. We analyze the requests, solve them or escalate them to the responsible partners in time to stabilize the operation within the shortest possible time.
Service Management Processes according to ITIL
Our employees take on the necessary tasks and responsibilities in the areas of problem management, change management and asset management.
Tools
Support Systems:
We support all hardware and software solutions. We are well acquainted with the current providers. If you offer self-developed solutions, we also offer support for these after a short training period.
Service management system:
You get to decide which software we use to provide our service.
Our service management system (ZenDesk) provides transparency and control in the handling of IT problems and ensures the documentation of all requests.
However, we also already work with other tools used by our customers (TopDesk, Dialoga, ServiceNow, Teamviewer, etc.).
Experiences
User Support of over 9000 users in 39 countries
We currently provide fast and effective support in 7 languages and currently support almost 1000 branches and offices with over 9000 employees around the world.
Support of back-end and salessystems
As an experienced service desk for back-end and POS systems, we are used to working together with third party vendors on solutions and taking responsibility.
Rollout support of POS solutions
We have successfully supported the rollout of new POS systems on site and remotely.
Project – and rollout support of infrastructure replacements
In project work we are used to be know-how carriers and to successfully pass on the knowledge to the employees.
