Support for SharePoint and Microsoft 365

Proximity: You can reach our Mülheim der Ruhr and Düsseldorf service desk. And if necessary, we can quickly come to you.

Availability: With us, you don’t end up in a queue but directly with a contact person. Your concerns are taken up immediately.

Planning security: For regularly scheduled maintenance work, we establish fixed maintenance windows. This allows you to adjust and plan your workflows accordingly.

Short solution times: Our well-trained employees are familiar with all types of systems and applications and are always up to date. This allows us to solve problems in no time.

Support from specialists: If a problem cannot be solved immediately, our internal specialists support us in first, second, and third-level support. This way, we fix incidents without further interfaces or external resources.

Stable point of contact: When you enter into a service contract with us, you will have a dedicated contact person on our experienced team. They will answer all your questions regarding contract and service matters and ongoing projects.

Transparency: Regular service review meetings and project status meetings ensure you always have an overview. You will receive professional reports on KPIs and statistics, as well as updates on backups and updates. We keep you informed about the achievement of milestones, cost transparency, and thorough documentation is given.

Reliability: Our service delivery management ensures compliance with the agreed Service Level Agreements.

KPI Reporting: Our IT Service Management Tool in Power BI provides reporting on key performance indicators. You can also observe the trend and compare data with previous periods.

Transparency: What is happening in your IT project right now? Our tool keeps you informed about the current status. Additionally, you have an overview of open and completed tickets, response times, resolution times, and input channels. Real-time analysis shows the extent to which Service Level Agreements are currently being met.

Direct communication: The tool is a direct line between you and our service staff for any open questions.

Central platform: You can access all data and the ticketing system anytime and anywhere through your browser. However, upon request, our specialists can also work with your systems, such as Matrix42 or ServiceNow.

First-Level Support: This is the first point of contact for all incoming support requests. Our well-trained colleagues at the IT service desk in Mülheim an der Ruhr, Düsseldorf, and the surrounding areas quickly find a solution for most problems.

Second-Level-Support: In case of complex issues, the first-level support receives assistance from the second-level support. We aim to solve your problem as quickly as possible and provide newly developed solutions to the first-level support so that similar issues can be solved more rapidly.

Third-Level Support: If the complexity of a request occasionally exceeds the knowledge or technical capabilities of the second-level support, then the specialists in third-level support come into play.

Your advantage: You benefit from quick response times and direct solutions without additional interfaces.

Definition: ITIL stands for Information Technology Infrastructure Library and describes a best practice guide for IT service management. It is the de facto standard in IT service management and comprises a collection of guidelines. Process-oriented thinking and working are the focus.

Clear communication: The clear and universally applicable structure and terminology ensure that customers and service staff always speak the same language. This is particularly important regarding the correct qualification and prioritization of incidents.

Efficient processing: With the help of ITIL, we ensure that all concerns are processed promptly, and you can rely on uninterrupted operation.