{"id":14463,"date":"2024-02-20T15:11:47","date_gmt":"2024-02-20T14:11:47","guid":{"rendered":"https:\/\/staging.hws-gruppe.de\/?p=14463"},"modified":"2024-03-26T11:05:13","modified_gmt":"2024-03-26T10:05:13","slug":"1st-level-support","status":"publish","type":"post","link":"https:\/\/staging.hws-gruppe.de\/1st-level-support\/","title":{"rendered":"1st Level Support"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"14463\" class=\"elementor elementor-14463\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-275b186f e-con-full e-flex e-con e-parent\" data-id=\"275b186f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1bc0796 elementor-widget elementor-widget-text-editor\" data-id=\"1bc0796\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 15-04-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default elementor-inline-editing pen\" contenteditable=\"true\" data-elementor-setting-key=\"title\" data-pen-placeholder=\"Eingabe hier...\">Das Zeichnet einen guten 1st Level Support aus!<\/h2>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-946b2f5 elementor-widget elementor-widget-text-editor\" data-id=\"946b2f5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In der heutigen schnelllebigen Gesch\u00e4ftswelt ist ein zuverl\u00e4ssiger 1st Level Support entscheidend f\u00fcr den reibungslosen Betrieb von Unternehmen. Doch was macht einen guten 1st Level Support aus? In diesem Blogpost werden wir uns auf f\u00fcnf entscheidende Aspekte konzentrieren: die Quick Close Rate, die Erreichbarkeitsquote, die Vorteile des Multi-Channel Supports, die Wichtigkeit von Proaktivem Support und der Bedeutung der Mitarbeiter Skill-Sets.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da01bd3 elementor-widget elementor-widget-image\" data-id=\"da01bd3\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 15-04-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"768\" height=\"436\" src=\"https:\/\/staging.hws-gruppe.de\/wp-content\/uploads\/2024\/02\/Helpdesk_Mitarbeiterin_liefert_erstklassigen_1st_level_support-768x436.jpg\" class=\"attachment-medium_large size-medium_large wp-image-14645\" alt=\"Helpdesk Mitarbeiterin liefert erstklassigen 1st level support, Dame sitzt mit Headset vor Laptop und f\u00fchrt Telefonat\" srcset=\"https:\/\/staging.hws-gruppe.de\/wp-content\/uploads\/2024\/02\/Helpdesk_Mitarbeiterin_liefert_erstklassigen_1st_level_support-768x436.jpg 768w, https:\/\/staging.hws-gruppe.de\/wp-content\/uploads\/2024\/02\/Helpdesk_Mitarbeiterin_liefert_erstklassigen_1st_level_support-300x170.jpg 300w, https:\/\/staging.hws-gruppe.de\/wp-content\/uploads\/2024\/02\/Helpdesk_Mitarbeiterin_liefert_erstklassigen_1st_level_support.jpg 880w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6590b47 elementor-widget elementor-widget-text-editor\" data-id=\"6590b47\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3>1. Quick Close Rate: Effiziente Probleml\u00f6sung in Rekordzeit<\/h3>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb3ab77 elementor-widget elementor-widget-text-editor\" data-id=\"bb3ab77\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ein erstklassiger 1st Level Support zeichnet sich durch eine hohe Quick Close Rate aus. Dies bedeutet, dass Support-Anfragen und Probleme z\u00fcgig bearbeitet und gel\u00f6st werden. Mitarbeiter sollten in der Lage sein, technische Schwierigkeiten schnell zu identifizieren und effiziente L\u00f6sungen anzubieten. Dies minimiert nicht nur Ausfallzeiten, sondern steigert auch die Produktivit\u00e4t der gesamten Organisation.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10c079ae elementor-widget elementor-widget-text-editor\" data-id=\"10c079ae\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3>2. Erreichbarkeitsquote: Immer f\u00fcr die Kunden da sein<\/h3>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ad2301 elementor-widget elementor-widget-text-editor\" data-id=\"6ad2301\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ein exzellenter 1st Level Support ist stets erreichbar. Die Erreichbarkeitsquote misst, wie gut das Support-Team in der Lage ist, Anrufe, E-Mails oder Tickets zeitnah entgegenzunehmen und zu bearbeiten. Ein Support, der rund um die Uhr verf\u00fcgbar ist, bietet nicht nur Sicherheit f\u00fcr die Nutzer, sondern st\u00e4rkt auch das Vertrauen in die IT-Infrastruktur des Unternehmens.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c58d9e elementor-widget elementor-widget-text-editor\" data-id=\"4c58d9e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3>3. Multi-Channel Support: Flexibilit\u00e4t und Vielfalt in der Kundenkommunikation<\/h3>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5212700 elementor-widget elementor-widget-text-editor\" data-id=\"5212700\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Moderne Unternehmen operieren in einer Vielzahl von Kommunikationskan\u00e4len. Ein erstklassiger 1st Level Support passt sich dieser Realit\u00e4t an und bietet einen Multi-Channel Support. Dies bedeutet, dass Kunden nicht nur per Ticketsystem, sondern auch per E-Mail, Chat oder Telefon Unterst\u00fctzung erhalten k\u00f6nnen. Diese Flexibilit\u00e4t verbessert nicht nur die Zufriedenheit der Mitarbeiter, sondern erm\u00f6glicht auch eine effiziente Kommunikation, die den individuellen Bed\u00fcrfnissen der Nutzer entspricht. Hat der User beispielsweise die Problematik, dass er sich nicht mehr in sein Ger\u00e4t einloggen kann, dann w\u00e4re auch kein Support per Mail oder Ticketsystem m\u00f6glich. Aus Gr\u00fcnden wie diesen, ist ein Multi-Channel Support so wichtig f\u00fcr Unternehmen die ihre Ausfallzeiten minimieren wollen.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dc5932e elementor-widget elementor-widget-text-editor\" data-id=\"dc5932e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3>4. Proaktiver Support: Probleme vor dem Auftreten l\u00f6sen<\/h3>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-db195f7 elementor-widget elementor-widget-text-editor\" data-id=\"db195f7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ein hervorragender First Level Support geht \u00fcber reaktive Ma\u00dfnahmen hinaus und agiert proaktiv. Das Team sollte in der Lage sein, potenzielle Probleme fr\u00fchzeitig zu erkennen und zu beheben, bevor sie zu gr\u00f6\u00dferen Herausforderungen werden. Dies tr\u00e4gt nicht nur dazu bei, Ausfallzeiten zu minimieren, sondern auch die Gesamtleistung der IT-Infrastruktur zu optimieren.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7cd4093 elementor-widget elementor-widget-text-editor\" data-id=\"7cd4093\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3>5. Bedeutung von Skill-Sets: Qualifizierte und VIelseitige Mitarbeiter<\/h3>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-579c3c8 elementor-widget elementor-widget-text-editor\" data-id=\"579c3c8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ein guter 1st Level Support zeichnet sich durch qualifizierte Mitarbeiter mit vielseitigen Skill-Sets aus. Das Team sollte nicht nur technisch versiert sein, sondern auch \u00fcber ausgepr\u00e4gte Kommunikationsf\u00e4higkeiten und Probleml\u00f6sungskompetenzen verf\u00fcgen. Dies gew\u00e4hrleistet eine effektive Kommunikation mit den Endnutzern und tr\u00e4gt dazu bei, komplexe Probleme effizient zu bew\u00e4ltigen.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c8ce788 elementor-widget elementor-widget-text-editor\" data-id=\"c8ce788\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3>Fazit: Die Bedeutung eines herausragenden 1st Level IT Supports<\/h3>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5cdf6a7 elementor-widget elementor-widget-text-editor\" data-id=\"5cdf6a7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In der Welt der Informationstechnologie ist ein guter First Level Support das R\u00fcckgrat eines jeden Unternehmens. Eine hohe Quick Close Rate, eine ausgezeichnete Erreichbarkeitsquote, Proatkiver Support mit gutem Skill-set und ein flexibler Multi-Channel Support sind entscheidende Faktoren, die einen Support-Service von anderen abheben. Organisationen, die in diese Schl\u00fcsselbereiche investieren, profitieren nicht nur von einer reibungslosen IT-Infrastruktur, sondern st\u00e4rken auch ihre Wettbewerbsposition in einer digitalen Welt.<\/p><p>Wenn Sie nach einem zuverl\u00e4ssigen Partner f\u00fcr Ihren <a href=\"https:\/\/hws-gruppe.de\/it-services\/user-helpdesk\/\">User Helpdesk<\/a> suchen, der diese Prinzipien in den Mittelpunkt seiner Dienstleistungen stellt, stehen wir Ihnen gerne zur Verf\u00fcgung. Kontaktieren Sie uns noch heute, um mehr \u00fcber unsere ma\u00dfgeschneiderten IT-Support-L\u00f6sungen zu erfahren. Neben 1st Level Support, bieten wir auch 2nd Level\u00a0 sowie 3rd Level Support an.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-084fe8d elementor-widget elementor-widget-heading\" data-id=\"084fe8d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 15-04-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h3 class=\"elementor-heading-title elementor-size-default\">DIE HWS-GRUPPE hat bereits \u00fcber 20 Jahre erfahrung im 1st level Support!<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c5310ff elementor-hidden-mobile gradient-background elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c5310ff\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-d91e531\" data-id=\"d91e531\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d25dd53 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"d25dd53\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"39\" viewBox=\"0 0 22 39\" fill=\"none\"><path d=\"M17.5801 16.4486L14.0531 27.7348H7.20919L3.68226 16.4486C2.67654 13.2303 3.31529 9.72341 5.39107 7.06639L9.8222 1.39457C10.2332 0.868477 11.0291 0.868477 11.4401 1.39457L15.8712 7.06639C17.947 9.72341 18.5857 13.2303 17.5801 16.4486Z\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M7.20996 32.8672C7.20996 36.2892 10.6319 38.0001 10.6319 38.0001C10.6319 38.0001 14.0539 36.2892 14.0539 32.8672\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M4.64237 20.0352C-1.34607 24.3126 2.0759 31.1565 2.0759 31.1565L7.20885 27.7346\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M17.3565 20.0352C23.345 24.3126 19.923 31.1565 19.923 31.1565L14.79 27.7346\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M10.6319 17.468C8.74197 17.468 7.20996 15.9359 7.20996 14.046C7.20996 12.1561 8.74197 10.624 10.6319 10.624C12.5219 10.624 14.0539 12.1561 14.0539 14.046C14.0539 15.9359 12.5219 17.468 10.6319 17.468Z\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-14cf4ca elementor-widget elementor-widget-counter\" data-id=\"14cf4ca\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 15-04-2024 *\/\n.elementor-counter{display:flex;justify-content:center;align-items:stretch;flex-direction:column-reverse}.elementor-counter .elementor-counter-number{flex-grow:var(--counter-number-grow,0)}.elementor-counter .elementor-counter-number-wrapper{flex:1;display:flex;font-size:69px;font-weight:600;line-height:1;text-align:center}.elementor-counter .elementor-counter-number-prefix{text-align:end;flex-grow:var(--counter-prefix-grow,1);white-space:pre-wrap}.elementor-counter .elementor-counter-number-suffix{text-align:start;flex-grow:var(--counter-suffix-grow,1);white-space:pre-wrap}.elementor-counter .elementor-counter-title{flex:1;display:flex;justify-content:center;align-items:center;margin:0;padding:0;font-size:19px;font-weight:400;line-height:2.5}<\/style>\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">Quick Close Rate<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"1600\" data-to-value=\"97\" data-from-value=\"\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">%<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-2aa02af\" data-id=\"2aa02af\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c3a2f5f elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"c3a2f5f\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"42\" height=\"33\" viewBox=\"0 0 42 33\" fill=\"none\"><path d=\"M1.16113 31.6592V29.8557C1.16113 22.8835 6.81322 17.2314 13.7854 17.2314C20.7576 17.2314 26.4097 22.8835 26.4097 29.8557V31.6592\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\"><\/path><path d=\"M22.8037 20.8386C22.8037 15.8585 26.841 11.8213 31.821 11.8213C36.8011 11.8213 40.8384 15.8585 40.8384 20.8386V21.7404\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\"><\/path><path d=\"M13.7852 17.2314C17.7692 17.2314 20.999 14.0016 20.999 10.0176C20.999 6.03347 17.7692 2.80371 13.7852 2.80371C9.80105 2.80371 6.57129 6.03347 6.57129 10.0176C6.57129 14.0016 9.80105 17.2314 13.7852 17.2314Z\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M31.8196 11.8208C34.8077 11.8208 37.23 9.39847 37.23 6.4104C37.23 3.42233 34.8077 1 31.8196 1C28.8314 1 26.4092 3.42233 26.4092 6.4104C26.4092 9.39847 28.8314 11.8208 31.8196 11.8208Z\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e50998 elementor-widget elementor-widget-counter\" data-id=\"0e50998\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">Erreichbarkeit<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"1600\" data-to-value=\"99\" data-from-value=\"\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">%<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-af87ce4\" data-id=\"af87ce4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-73d3c59 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"73d3c59\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"46\" height=\"25\" viewBox=\"0 0 46 25\" fill=\"none\"><path d=\"M1.21094 7.57143V1.98571C1.21094 1.44132 1.79627 1 2.51831 1H43.4825C44.2046 1 44.7899 1.44132 44.7899 1.98571V7.57143V23.0143C44.7899 23.5587 44.2046 24 43.4825 24H2.51831C1.79627 24 1.21094 23.5587 1.21094 23.0143V7.57143ZM1.21094 7.57143H31.7162\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M38.8271 6.93506V4.25684H41.5054V6.93506H38.8271Z\" fill=\"white\" stroke=\"white\" stroke-width=\"1.5\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a4f584f elementor-widget elementor-widget-counter\" data-id=\"a4f584f\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">Tickets<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"1800\" data-to-value=\"160000\" data-from-value=\"0\" data-delimiter=\".\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">+<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-4a8d973\" data-id=\"4a8d973\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-eb40454 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"eb40454\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" id=\"Capa_1\" data-name=\"Capa 1\" viewBox=\"0 0 447.7 476\"><defs><style>      .cls-1 {        fill: #fff;        stroke-width: 0px;      }    <\/style><\/defs><path class=\"cls-1\" d=\"M386.7,181v-18.3c0-43.8-15.5-84.5-43.6-114.7C314.3,17,274.7,0,231.5,0h-15.1c-43.2,0-82.8,17-111.6,48-28.1,30.2-43.6,70.9-43.6,114.7v18.3C27.1,183.3,0,211.7,0,246.4v28.6c0,36.1,29.4,65.5,65.5,65.5h36.9c6.6,0,12-5.4,12-12v-135.7c0-6.6-5.4-12-12-12h-17.2v-18.1c0-79.1,56.4-138.7,131.1-138.7h15.1c74.8,0,131.1,59.6,131.1,138.7v18.1h-17.2c-6.6,0-12,5.4-12,12v135.6c0,6.6,5.4,12,12,12h16.8c-4.9,62.6-48,77.1-68,80.4-5.5-16.9-21.4-29.1-40.1-29.1h-30c-23.2,0-42.1,18.9-42.1,42.1s18.9,42.2,42.1,42.2h30.1c19.4,0,35.7-13.2,40.6-31,9.8-1.4,25.3-4.9,40.7-13.9,21.7-12.7,47.4-38.6,50.8-90.8,34.3-2.1,61.5-30.6,61.5-65.4v-28.6c.1-34.6-26.9-63.1-61-65.3ZM90.6,316.4h-24.9c-22.9,0-41.5-18.6-41.5-41.5v-28.6c0-22.9,18.6-41.5,41.5-41.5h24.9v111.6ZM254.1,452h-30.1c-10,0-18.1-8.1-18.1-18.1s8.1-18.1,18.1-18.1h30.1c10,0,18.1,8.1,18.1,18.1s-8.1,18.1-18.1,18.1ZM423.8,274.9c0,22.9-18.6,41.5-41.5,41.5h-24.9v-111.6h24.9c22.9,0,41.5,18.6,41.5,41.5v28.6Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3802172 elementor-widget elementor-widget-counter\" data-id=\"3802172\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">NPS-Score<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"1800\" data-to-value=\"89\" data-from-value=\"0\" data-delimiter=\".\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\"><\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-9fd3de3 e-flex e-con-boxed e-con e-parent\" data-id=\"9fd3de3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2e1c340 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2e1c340\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 15-04-2024 *\/\n.elementor-widget-divider{--divider-border-style:none;--divider-border-width:1px;--divider-color:#0c0d0e;--divider-icon-size:20px;--divider-element-spacing:10px;--divider-pattern-height:24px;--divider-pattern-size:20px;--divider-pattern-url:none;--divider-pattern-repeat:repeat-x}.elementor-widget-divider .elementor-divider{display:flex}.elementor-widget-divider .elementor-divider__text{font-size:15px;line-height:1;max-width:95%}.elementor-widget-divider .elementor-divider__element{margin:0 var(--divider-element-spacing);flex-shrink:0}.elementor-widget-divider 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.elementor-divider-separator:before,.elementor-widget-divider--separator-type-pattern:not([class*=elementor-widget-divider--view]) .elementor-divider-separator{width:100%;min-height:var(--divider-pattern-height);-webkit-mask-size:var(--divider-pattern-size) 100%;mask-size:var(--divider-pattern-size) 100%;-webkit-mask-repeat:var(--divider-pattern-repeat);mask-repeat:var(--divider-pattern-repeat);background-color:var(--divider-color);-webkit-mask-image:var(--divider-pattern-url);mask-image:var(--divider-pattern-url)}.elementor-widget-divider--no-spacing{--divider-pattern-size:auto}.elementor-widget-divider--bg-round{--divider-pattern-repeat:round}.rtl .elementor-widget-divider .elementor-divider__text{direction:rtl}.e-con-inner>.elementor-widget-divider,.e-con>.elementor-widget-divider{width:var(--container-widget-width,100%);--flex-grow:var(--container-widget-flex-grow)}<\/style>\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-073ba21 elementor-cta--skin-classic elementor-animated-content elementor-bg-transform elementor-bg-transform-zoom-in elementor-widget elementor-widget-call-to-action\" data-id=\"073ba21\" data-element_type=\"widget\" data-widget_type=\"call-to-action.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<link rel=\"stylesheet\" href=\"https:\/\/staging.hws-gruppe.de\/wp-content\/plugins\/elementor-pro\/assets\/css\/widget-call-to-action.min.css\">\t\t<div class=\"elementor-cta\">\n\t\t\t\t\t<div class=\"elementor-cta__bg-wrapper\">\n\t\t\t\t<div class=\"elementor-cta__bg elementor-bg\" style=\"background-image: url(https:\/\/staging.hws-gruppe.de\/wp-content\/uploads\/2023\/04\/Ueber-uns_Header_TEST01-1030x579.jpg);\" role=\"img\" aria-label=\"It Service Kontakanfrage\"><\/div>\n\t\t\t\t<div class=\"elementor-cta__bg-overlay\"><\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-cta__content\">\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<h2 class=\"elementor-cta__title elementor-cta__content-item elementor-content-item\">\n\t\t\t\t\t\tHaben wir ihr interesse geweckt\t\t\t\t\t<\/h2>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-cta__description elementor-cta__content-item elementor-content-item\">\n\t\t\t\t\t\tJetzt mehr erfahren \u00fcber unseren 1st Level Support\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-cta__button-wrapper elementor-cta__content-item elementor-content-item \">\n\t\t\t\t\t<a class=\"elementor-cta__button elementor-button elementor-size-sm\" href=\"https:\/\/staging.hws-gruppe.de\/kontakt\/\">\n\t\t\t\t\t\tunverbindlicher Kontakt\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-22a5de2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"22a5de2\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-29bede9\" data-id=\"29bede9\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-33f4707 elementor-widget elementor-widget-heading\" data-id=\"33f4707\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Glossar: 1st Level Support <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4b49caa elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4b49caa\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7646c41\" data-id=\"7646c41\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-253b2a3 elementor-widget elementor-widget-heading\" data-id=\"253b2a3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1st Level Support (Erste Ebene des Supports):<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30c37cc elementor-widget elementor-widget-text-editor\" data-id=\"30c37cc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Als erste Anlaufstelle f\u00fcr Benutzer bei IT-Problemen ist der 1st Level Support entscheidend f\u00fcr eine effiziente Problembehebung. Hier werden grundlegende Probleme identifiziert und gel\u00f6st oder bei Bedarf an h\u00f6here Support-Ebenen eskaliert.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-9f16331\" data-id=\"9f16331\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4bb54dc elementor-widget elementor-widget-heading\" data-id=\"4bb54dc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2nd Level Support (Zweite Ebene des Supports):<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea80607 elementor-widget elementor-widget-text-editor\" data-id=\"ea80607\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Der 2nd Level Support bietet eine vertiefte Unterst\u00fctzung f\u00fcr komplexere Probleme, die vom 1st Level Support nicht gel\u00f6st werden k\u00f6nnen. Spezialisierte Techniker stehen bereit, um detailliertere Hilfe anzubieten und auf erweiterte Ressourcen zur\u00fcckzugreifen.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-252dd50 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"252dd50\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-cf3d1e0\" data-id=\"cf3d1e0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-187ef5e elementor-widget elementor-widget-heading\" data-id=\"187ef5e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3rd Level Support (Dritte Ebene des Supports):<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5219490 elementor-hidden-mobile elementor-widget elementor-widget-text-editor\" data-id=\"5219490\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Die h\u00f6chste Support-Ebene, der 3rd Level Support, ist f\u00fcr hochkomplexe Probleme zust\u00e4ndig, die tiefgreifendes Fachwissen erfordern. Hier kommen oft Experten oder Entwickler zum Einsatz, um L\u00f6sungen zu finden und gegebenenfalls Softwareanpassungen vorzunehmen.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-554ec03\" data-id=\"554ec03\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5043e0a elementor-widget elementor-widget-heading\" data-id=\"5043e0a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Incident:<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b875ad7 elementor-widget elementor-widget-text-editor\" data-id=\"b875ad7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ein Incident ist ein unerwartetes Ereignis, das die normale Funktionsweise eines Systems, einer Anwendung oder eines Services beeintr\u00e4chtigt. Incidents werden im Rahmen des Supportprozesses bearbeitet, beginnend beim 1st Level Support.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-5a56d16 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5a56d16\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-a209b68\" data-id=\"a209b68\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9cc706c elementor-widget elementor-widget-heading\" data-id=\"9cc706c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Service Request:<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af53eb2 elementor-widget elementor-widget-text-editor\" data-id=\"af53eb2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Service Requests sind geplante Anfragen von Benutzern nach IT-Services oder Ressourcen. Im Gegensatz zu Incidents beziehen sie sich auf vordefinierte Anfragen wie die Einrichtung von Benutzerkonten oder Softwareinstallationen.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-70b5928\" data-id=\"70b5928\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ca82142 elementor-widget elementor-widget-heading\" data-id=\"ca82142\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ticketing-System:<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4311c9 elementor-widget elementor-widget-text-editor\" data-id=\"f4311c9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ein Ticketing-System dient der Verfolgung, Priorisierung und Verwaltung von Support-Anfragen. Jeder Supportfall wird als Ticket erfasst und durchl\u00e4uft den Supportprozess, beginnend beim 1st Level Support.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-eab845a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"eab845a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-930b991\" data-id=\"930b991\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9e8b9dc elementor-widget elementor-widget-heading\" data-id=\"9e8b9dc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLA (Service Level Agreement):<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa7a4fe elementor-widget elementor-widget-text-editor\" data-id=\"fa7a4fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>SLAs definieren die erwarteten Leistungsniveaus und den Supportumfang zwischen Dienstleistern und Kunden. Sie legen beispielsweise fest, wie schnell Support-Anfragen, die beim 1st Level Support eingehen, bearbeitet werden m\u00fcssen.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7a1a403\" data-id=\"7a1a403\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2e25155 elementor-align-left elementor-widget elementor-widget-lottie\" data-id=\"2e25155\" data-element_type=\"widget\" data-settings=\"{&quot;source&quot;:&quot;external_url&quot;,&quot;source_external_url&quot;:{&quot;url&quot;:&quot;https:\\\/\\\/lottie.host\\\/ecdac258-df58-4e2e-93f0-917c317a8649\\\/LdJD7Dc4xu.json&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;play_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:0.6,&quot;sizes&quot;:[]},&quot;loop&quot;:&quot;yes&quot;,&quot;link_to&quot;:&quot;none&quot;,&quot;trigger&quot;:&quot;arriving_to_viewport&quot;,&quot;viewport&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;start_point&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:0,&quot;sizes&quot;:[]},&quot;end_point&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:100,&quot;sizes&quot;:[]},&quot;renderer&quot;:&quot;svg&quot;}\" data-widget_type=\"lottie.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor-pro - v3.19.0 - 07-02-2024 *\/\n.e-lottie__container{display:inline-block;max-width:var(--lottie-container-max-width);width:var(--lottie-container-width);opacity:var(--lottie-container-opacity)}.e-lottie__container:hover{opacity:var(--lottie-container-opacity-hover);transition-duration:var(--lottie-container-transition-duration-hover)}.e-lottie__container svg,.e-lottie__container svg *{transition:none!important}.e-lottie__caption{color:var(--caption-color);margin-top:var(--caption-margin-top);text-align:var(--caption-text-align)}<\/style><div class=\"e-lottie__container\"><div class=\"e-lottie__animation\"><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-6b39fa7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6b39fa7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-29bfc0d\" data-id=\"29bfc0d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4f23901 elementor-widget elementor-widget-heading\" data-id=\"4f23901\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Knowledge Base:<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b53b0f elementor-widget elementor-widget-text-editor\" data-id=\"1b53b0f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Eine Knowledge Base ist eine umfassende Sammlung von Informationen, L\u00f6sungen und Anleitungen. Sie dient Support-Mitarbeitern als Ressource bei der Problembehebung und wird regelm\u00e4\u00dfig durch Erfahrungen aus dem 1st Level Support aktualisiert.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-bce9d3d\" data-id=\"bce9d3d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d28136e elementor-widget elementor-widget-heading\" data-id=\"d28136e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Remote Support:<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f273653 elementor-widget elementor-widget-text-editor\" data-id=\"f273653\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Remote Support erm\u00f6glicht es Support-Technikern, Probleme \u00fcber eine entfernte Verbindung zu diagnostizieren und zu beheben. Dadurch k\u00f6nnen Probleme effizient vom 1st Level Support aus angegangen werden, ohne dass ein physischer Besuch erforderlich ist.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-dfa0fbf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dfa0fbf\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-3cd21e2\" data-id=\"3cd21e2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-46d1234 elementor-widget elementor-widget-heading\" data-id=\"46d1234\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Escalation (Eskalation):<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d198db5 elementor-widget elementor-widget-text-editor\" data-id=\"d198db5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Eskalation tritt auf, wenn ein Problem nicht innerhalb der definierten Zeit oder durch die entsprechende Support-Ebene gel\u00f6st werden kann. In solchen F\u00e4llen wird das Problem an die n\u00e4chsth\u00f6here Ebene eskaliert, um eine schnelle L\u00f6sung sicherzustellen, und zwar beginnend beim 1st Level Support.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7a5467d\" data-id=\"7a5467d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In diesem Blogpost werden wir uns auf f\u00fcnf entscheidende Aspekte konzentrieren: die Quick Close Rate, die Erreichbarkeitsquote, die Vorteile des Multi-Channel Supports, die Wichtigkeit von proaktivem Support und der Bedeutung der Mitarbeiter Skill-Sets.<\/p>\n","protected":false},"author":23,"featured_media":14645,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[75],"tags":[236,233,232],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>1st Level Support | HWS Gruppe<\/title>\n<meta name=\"description\" content=\"Was zeichnet einen guten 1st Level Support aus? 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