What it is
User support (Helpdesk) is direct first- and second-level engineering help for your employees with everyday IT issues. We help with workstations, access rights, email and applications, as well as setting up new employees and revoking access for those who leave. Requests are logged in a single system and handled by engineers who know your environment. If an issue involves servers, the network or platforms, we pass it on to our infrastructure and operations engineers without needless forwarding. We align communication channels, hours and priorities with the needs of your company. As a result, employees spend less time waiting for help.
What you get
- Fast help: employees get solutions from knowledgeable engineers, not from scripted answers.
- One point of contact: all IT requests in one place, with visible status.
- Order in access management: onboarding new staff and revoking rights follow a single procedure.
- Reports: regular reports on requests, recurring problems and opportunities for improvement.
How we work
- Understanding the environment: we document workstations, applications, access rights and current processes.
- Onboarding: we set up the ticketing system, communication channels and escalation procedure.
- Daily support: first- and second-level engineers resolve requests according to their priority.
- Improvement: we analyse recurring requests and eliminate their causes.