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.