Support is an important core element of every IT department. At the same time, it is very time-consuming and costly, as different departments and requirements have to be served in both office and production environments. We offer you a 1st, 2nd and 3rd level service desk according to ITIL. This procedure, developed by the IT Infrastructure Library for fault reports and queries from users and systems, includes standardised incident, problem and change management. This is handled entirely via a ticket system.
Our 1st-level service desk employees receive fault and error messages (incidents) at your site, prioritise them according to urgency and degree of impact, rectify the fault – if possible – promptly or forward it to 2nd-level colleagues (incident management). At the same time, this level monitors the process of finding a solution until a problem has been resolved.
Our 2nd-Level Service Desk employees deal with new, larger or complex notifications, investigate the cause and create solution drafts, which then serve as a template for rectification if the same problem occurs again (problem management). If a problem occurs repeatedly, experienced IT specialists develop and implement proactive methods to avoid or minimise the problem (Change Management). At this level, the majority of problem notifications are solved or prevented. However, if the problem lies at the base, i.e. in the software or hardware area, it is forwarded to the 3rd level.
On the 3rd level, the support of hardware and software manufacturers is contacted directly, who then take care of the solution to the problem. Careful reporting and monitoring is part of all processes at all three levels of the service desk and can be used as a basis for optimising service management or for invoicing.