Service Desk

/Customer Engagement

IT has become an indispensable part of modern business, so first-class, well-founded and friendly customer support is indispensable. Difficulties in dealing with hardware and software can occur from time to time. Customer and employee satisfaction usually suffers as a result. As the central point of contact for our customers, we receive enquiries about existing processes and support users in the event of malfunctions. The faults are classified via the central ticket system, prioritised and remedied as quickly as possible in accordance with the service level. Here we are characterised by close cooperation with the 2nd and 3rd level. This allows us to optimally utilise synergy effects, successfully implement short-term tech projects and quickly and effectively solve major faults.

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Fast processing – faster work

The HWS Helpdesk is the central point of contact for your employees whenever they are faced with problems concerning the IT they use. For this purpose, we offer you an individual, multi-level, transparent ticket system. The German- and English-speaking helpdesk is available up to 24/7. Based on the SLAs defined with you, we evaluate the incoming support incidents and solve them competently and reliably. This ensures a smooth workflow and increases the satisfaction of your employees and customers.

Usecase

Successful takeover of a service desk from a long-standing and experienced service provider. Reduction of process runtimes through optimised workflows and more transparent and individual reporting characterise our skills and commitment to optimal service delivery. Our success is reflected in our above-average NPS score of 82.

Certificates

  • ITIL® certified employees

Service

  • Authorisation requests
  • Unlocking user accounts
  • Password resets for Windows, Host, Oracle, etc.
  • Software and hardware
  • Print, Scan, Fax
  • VoIP telephony
  • Windows 10
  • Microsoft 365
  • Enterprise Vault
  • Citrix applications
  • Airwatch (Mobile Device Management)
  • Network and security (VPN and network)
  • Recording of complaints
  • Enquiries about internal company processes and tools

Further Services

  • Powerful automation
  • Multilingual support possible
  • 1st, 2nd & 3rd level support
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