Service Desk
Engineers who answer your staff, fix incidents and carry out requests, working to response times we agree in writing.
Our service desk is the human side of your IT. Staff reach a named team by portal, email or phone, and problems are fixed remotely wherever possible.
We work to a service level agreement, escalate to specialists for servers, network and cloud, and review results with you regularly.
What is included
- First-line and second-line support for users and devices
- Incident, request and change handling
- Joiner, mover and leaver processes
- Remote assistance for workstations and servers
- Response targets agreed in a service level agreement
- Regular service reports and review calls
- Escalation to specialists for servers, network and cloud
Frequently asked questions
What hours is the service desk available?
We agree service hours with you during onboarding, aligned to your working day in Germany or the US.
Can you work with our in-house IT team?
Yes. We can take over first-line support and leave projects to your team, or the reverse.
How do staff contact the desk?
Through the helpdesk portal, by email or by phone, whichever suits your staff.
More services
HelpDesk Portal
A self-service portal where your staff raise, track and close IT requests, with every ticket routed to the right engineer.
Asset Management
A live inventory of every device, licence and warranty, so you know what you own, where it is and when it needs replacing.
Monitoring Solution
Servers, networks and endpoints watched continuously, with alerts that reach an engineer before your users notice a problem.
Vault Management
A central, audited vault for admin passwords, keys and secrets, with access that is granted, logged and revoked on request.