HWS HELPDESK: FOR EFFECTIVE EMPLOYEE SUPPORT
Minimize downtime to increase your productivity.
Our User Helpdesk service is designed to make our customers’ IT operations trouble-free and efficient. We assist your end users with technical issues to increase productivity and improve satisfaction. We are proud of our high Net Promoter Score (NPS) of over 85, which reflects our excellent customer satisfaction.
HWS HELPDESK: FOR EFFECTIVE EMPLOYEE SUPPORT
Minimize downtime to increase your productivity.
Our User Helpdesk service is designed to make our customers’ IT operations trouble-free and efficient. We assist your end users with technical issues to increase productivity and improve satisfaction. We are proud of our high Net Promoter Score (NPS) of over 85, which reflects our excellent customer satisfaction.
Advantages of the HWS Helpdesk
Efficient troubleshooting
Our experts solve your IT problems quickly and efficiently to minimize downtime.
Increased productivity
With our support, your employees can concentrate on their core tasks.
24/7 Support
Our helpdesk is available around the clock to ensure that your IT infrastructure is always up and running.
Excellent customer satisfaction
With an NPS of over 85, our helpdesk reflects the outstanding satisfaction of our customers.
Multilingual
English, German, Italian, Klingon - expandable according to customer requirements.
HWS HELPDESK - A PROBLEM SOLVER
- Efficient ticket closing, high quick-close rate
- High availability rate of the helpdesk (24/7 on request)
- We deliver multichannel support
- Employee skillset above the industry standard
- Proactive support
- Monitoring system provides transparency
- High flexibility, we adapt to your goals
- 2nd level support can be booked at any time
Strategic IT partner of AXA Insurance Germany
As a proud strategic IT partner and developer for AXA Insurance Germany, we bring our industry-specific expertise to every project. Our references speak for our quality and reliability.
Why User Helpdesk from HWS?
Our User Helpdesk service is specifically designed to keep your IT infrastructure running smoothly and minimize technical glitches. Our experts are always ready to help your end users and solve problems quickly.
Reference customer: AXA Insurance
As one of our most important customers, we support 10,000 internal employees throughout Germany for AXA Versicherung. Our goal is to maximize the company’s productivity through efficient and always available IT support. The high NPS value is proof of our success in this area and is evidence of the quality of our services.
THE HWS HELPDESK: YOUR RELIABLE IT SUPPORT PARTNER
In today’s digital landscape, the value of a reliable IT helpdesk cannot be overemphasized. HWS Helpdesk is at the forefront of meeting all your IT needs. With our unrivaled service and expertise, we ensure that your technology always runs smoothly and your business continues to thrive.
We rethink for you instead of,
copy and paste!
We offer you customized solutions that fit your business goals.
You need 8×5 support, multichannel: Telephone and ticket system. No problem for us!
24/7 support with on-call service and increased support at peak times, as you wish.
We will be happy to advise you and work with you to develop a suitable and cost-effective solution.
HWS Certificate
At the HWS Group, certifications are not only practiced on paper. We are proud of our sustainability and our focus on the security of our information structure. That’s why our customers and employees trust us.
Kundenstimmen
Helpdesk Service AXA Konzern AG
Since we started working with the HWS Group, our helpdesk has become much more transparent. We can now see exactly how many tickets have been raised and how quickly they have been resolved.
Thanks to the smart resource planning of the HWS IT helpdesk, 98 out of 100 incoming tickets or calls are processed and resolved immediately.
Torsten Möller
Head of Workplace Support AXA Konzern AG
Contact us
Do you have any questions about our products and services? Contact us via our form. We offer a wide range of IT services, IT consulting and Software development. Your concerns are important to us and we look forward to hearing from you. Simply contact us for an initial consultation or if you have any questions about our services.
Please use our careers portal to enquire about vacancies or internships.
HWS Helpdesk - Your guide through the IT world
Efficient IT support can make the difference between productivity and downtime. HWS Helpdesk is just that – a reliable partner that ensures your IT needs are resolved quickly and efficiently. With a high NPS score of over 85, we pride ourselves on our ability to deliver customer satisfaction at the highest level.
HWS Helpdesk - 8x5; 16x6; 24x7 support for your business
Globalization has changed the requirements for IT support services. It is now more important than ever to have an IT helpdesk that is available on demand around the clock. HWS Helpdesk provides just that – we are here to ensure that your IT needs are met at any time of the day or night. With our multilingual support, we can communicate in a variety of languages to meet the IT needs of your global business operations. With HWS Helpdesk, you can rest assured that your business is always in good hands and your employees can do what they are paid to do. Because we take care of IT!
Customer satisfaction comes first
At HWS Helpdesk, we put customer satisfaction above all else. We believe that the true measure of our performance is customer satisfaction. For this reason, we have established customer satisfaction as the most important service level agreement (SLA) in our processes. Our goal is not only to meet expectations, but to exceed them in order to provide the best IT support in the industry.
Stay up to date with live data
We understand the importance of real-time information in running an efficient helpdesk. Therefore, we have established live data dashboards that provide a transparent and informative window into the ongoing operations of our help desk service. These dashboards minimize micromanagement and provide a comprehensive view of all IT support requests and services to monitor and improve helpdesk performance and productivity.
Automation for maximum efficiency
HWS Helpdesk relies on automation to ensure smooth and efficient service. We use advanced automation techniques to optimize work processes and ensure efficient resolution of IT issues. By
automating routine tasks, our IT specialists can spend more time on complex tasks while ensuring the best customer satisfaction. With HWS Helpdesk, you get IT support that is constantly evolving and strives to provide you with the best service.
This blog text may also be of interest to you!
What should companies look out for when choosing a 1st level support partner? This blog article answers this question and takes a closer look at the topic of user helpdesks.
CUSTOMER REFERENCES
HWS KNOWLEGE ABOUT THE HELPDESK:
WHAT IS A HELPDESK AND WHAT DOES IT INVOLVE?
A helpdesk is a central point of contact for customers to get support, help and solutions to technical problems or questions. It typically covers a wide range of services, including troubleshooting, technical advice, installation, configuration and more.
WHAT IS THE DIFFERENCE BETWEEN A HELPDESK AND 1ST LEVEL SUPPORT?
The helpdesk is a general term for the service area that can offer different levels of support. 1st level support is the first level of the helpdesk, providing basic problem solving and support. It is often the first point of contact for customers and deals with simple queries and problems. Further levels would be 2nd level support for more specific queries and 3rd level support for very complex tasks. As an IT partner, we can also offer you 2nd and 3rd level support on request.
WHAT TYPES OF REQUESTS ARE PROCESSED BY 1ST LEVEL SUPPORT?
1st Level Support deals with a wide range of requests, including technical problems, questions about product functionality, instructions on how to use software or hardware, password resets and basic troubleshooting.
WIE FUNKTIONIERT DIE KOMMUNIKATION MIT DEM 1ST LEVEL SUPPORT?
Communication with 1st level support can take place via various channels; multichannel support is important to ensure availability. If a user is locked out of their email account, support can be provided by telephone. Recommended channels would be telephone, email, ticket system or live chat. Customers can choose between the communication channels according to their preference.
HOW CAN I ENSURE THAT MY COMPANY BENEFITS FROM 1ST LEVEL SUPPORT?
To ensure that your company benefits from effective 1st level support, it is important to define clear processes and guidelines for handling customer inquiries. Regular monitoring enables success to be monitored.
YOUR COMPANY OFFERS CUSTOMIZED SOLUTIONS FOR THE HELPDESK?
Yes, we offer customized solutions for 1st level support that are specifically tailored to the requirements and needs of your company. So you get exactly the support you want and benefit from cost efficiency. Contact us to find out more about our helpdesk.
HOW CAN I IMPLEMENT 1ST LEVEL SUPPORT FOR MY COMPANY?
The implementation of 1st level support for your company can vary depending on its size and needs. As a rule, this includes selecting suitable support staff, setting up communication channels, implementing a ticket system and defining service level agreements for response times. Our experts will be happy to assist you.
Is 1st level support available around the clock?
The availability of 1st level support may vary depending on the terms of your service contract. We offer flexible support options, including 24/7 support, to ensure your customers can get the help they need whenever they need it.
What experience do you have in helpdesk and 1st level support?
Our company has extensive experience in helpdesk and 1st level support. For over 20 years we have been working with well-known major customers across all industries.
I AM INTERESTED IN 2ND OR 3RD LEVEL SUPPORT, WHAT DO YOU OFFER HERE?
In addition to 1st level support, our company also offers 2nd and 3rd level support. 2nd level support includes more advanced technical support for more complex problems that cannot be solved by 1st level support. 3rd level support is the highest level of support and includes specialized experts for more in-depth technical challenges as well as collaboration with product development teams. Contact us to find out more about our 2nd and 3rd level support services and how they can help your business.
Does the initial consultation cost anything?
The first appointment is always free of charge. You will already benefit from our experience during this appointment. It is important to us to give you the opportunity to get to know us and find out how we can help you without incurring any costs.
