{"id":14666,"date":"2024-02-28T16:25:30","date_gmt":"2024-02-28T15:25:30","guid":{"rendered":"https:\/\/staging.hws-gruppe.de\/?p=14666"},"modified":"2024-03-26T14:08:59","modified_gmt":"2024-03-26T13:08:59","slug":"first-level-support","status":"publish","type":"post","link":"https:\/\/staging.hws-gruppe.de\/en\/first-level-support\/","title":{"rendered":"First Level Support"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"14666\" class=\"elementor elementor-14666\" 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...\">This is what characterizes good 1st level support!<\/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 today&#8217;s fast-paced business world, reliable first level support is crucial for the smooth operation of companies. But what makes a good first level support? In this blog post, we will focus on five crucial aspects: the quick close rate, the availability rate, the benefits of multi-channel support, the importance of proactive support and the importance of the employee 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: Efficient problem solving in record time<\/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>A good first level support is characterized by a high quick close rate. This means that support requests and problems are processed and resolved quickly. Employees should be able to identify technical difficulties quickly and offer efficient solutions. This not only minimizes downtime, but also increases the productivity of the entire organization.<\/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. availability rate: always being there for customers<\/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>Excellent 1st level support is always available. The availability rate measures how well the support team is able to answer and process calls, emails or tickets promptly. Support that is available around the clock not only offers security for users, but also strengthens confidence in the company&#8217;s IT infrastructure.<\/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: flexibility and diversity in customer communication<\/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>Modern companies operate in a variety of communication channels. High-class first level support adapts to this reality and offers multi-channel support. This means that customers can receive support not only via the ticket system, but also by email, chat or telephone. This flexibility not only improves employee satisfaction, but also enables efficient communication that meets the individual needs of users. For example, if the user has the problem that they can no longer log into their device, then support via email or ticket system would not be possible. For reasons like these, multi-channel support is so important for companies that want to minimize their downtime.<\/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. Proactive support: solving problems before they occur<\/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>Excellent 1st level support goes beyond reactive measures and acts proactively. The team should be able to identify potential problems early and resolve them before they become major challenges. This not only helps to minimize downtime, but also to optimize the overall performance of the IT infrastructure.<\/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. Importance of skill sets: Qualified and versatile employees<\/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>Good 1st level support is characterized by qualified employees with versatile skill sets. The team should not only be technically adept, but also have strong communication and problem-solving skills. This ensures effective communication with end users and helps to deal with complex problems efficiently.<\/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>Conclusion: The importance of outstanding First level IT support<\/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 the world of information technology, good first level support is the backbone of any business. A high quick close rate, an excellent availability rate, professional support with a good skillset and flexible multi-channel support are crucial factors that set a support service apart from others. Organizations that invest in these key areas not only benefit from a smooth IT infrastructure, but also strengthen their competitive position in a digital world.<\/p><p>If you are looking for a reliable partner for your user helpdesk that puts these principles at the heart of its services, we are here to help. Contact us today to find out more about our customized IT support solutions. In addition to First level support, we also offer Second level and Third level support.<\/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\">THE HWS GROUP has over 20 years of experience in First 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\">Accessibility<\/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: 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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\tHave we aroused your interest\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\tFind out more about our first 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\tContact us now\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-bea61a0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"bea61a0\" 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-8553f60\" data-id=\"8553f60\" 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-5647aed elementor-widget elementor-widget-heading\" data-id=\"5647aed\" 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\">GlossarY: 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-2b8b2ff elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2b8b2ff\" 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-640b2a3\" data-id=\"640b2a3\" 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-3314caf elementor-widget elementor-widget-heading\" data-id=\"3314caf\" 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 <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7723d6 elementor-widget elementor-widget-text-editor\" data-id=\"e7723d6\" 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>As the first point of contact for users with IT problems, 1st level support is crucial for efficient problem solving. This is where basic problems are identified and resolved or escalated to higher support levels if required.<\/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-c23f202\" data-id=\"c23f202\" 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-4de756d elementor-widget elementor-widget-heading\" data-id=\"4de756d\" 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 <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-692e3fc elementor-widget elementor-widget-text-editor\" data-id=\"692e3fc\" 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>2nd Level Support offers in-depth support for more complex problems that cannot be solved by 1st Level Support. Specialized technicians are available to provide more detailed assistance and access to extended resources.<\/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-c2cdb3c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c2cdb3c\" 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-50a899f\" data-id=\"50a899f\" 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-4facbfb elementor-widget elementor-widget-heading\" data-id=\"4facbfb\" 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 <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dd42958 elementor-hidden-mobile elementor-widget elementor-widget-text-editor\" data-id=\"dd42958\" 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>The highest level of support, 3rd level support, is responsible for highly complex problems that require in-depth specialist knowledge. Experts or developers are often deployed here to find solutions and, if necessary, make software adjustments.<\/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-e5124ee\" data-id=\"e5124ee\" 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-c5bfc1f elementor-widget elementor-widget-heading\" data-id=\"c5bfc1f\" 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-7e9550b elementor-widget elementor-widget-text-editor\" data-id=\"7e9550b\" 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>An incident is an unexpected event that affects the normal functioning of a system, application or service. Incidents are handled as part of the support process, starting with 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-dcf25cc elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dcf25cc\" 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-d9f254f\" data-id=\"d9f254f\" 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-100d7a2 elementor-widget elementor-widget-heading\" data-id=\"100d7a2\" 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-388215e elementor-widget elementor-widget-text-editor\" data-id=\"388215e\" 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 are planned requests from users for IT services or resources. In contrast to incidents, they relate to predefined requests such as the creation of user accounts or software installations.<\/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-29f7360\" data-id=\"29f7360\" 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-e693cbe elementor-widget elementor-widget-heading\" data-id=\"e693cbe\" 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-0630579 elementor-widget elementor-widget-text-editor\" data-id=\"0630579\" 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>A ticketing system is used to track, prioritize and manage support requests. Each support case is recorded as a ticket and runs through the support process, starting with 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-896400d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"896400d\" 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-4d45c38\" data-id=\"4d45c38\" 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-0a23739 elementor-widget elementor-widget-heading\" data-id=\"0a23739\" 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-540a562 elementor-widget elementor-widget-text-editor\" data-id=\"540a562\" 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 define the expected service levels and the scope of support between service providers and customers. For example, they specify how quickly support requests received by 1st level support must be processed.<\/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-a91ef9e\" data-id=\"a91ef9e\" 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-a99722a elementor-align-left elementor-widget elementor-widget-lottie\" data-id=\"a99722a\" 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-c8b7759 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c8b7759\" 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-2501728\" data-id=\"2501728\" 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-bdb596a elementor-widget elementor-widget-heading\" data-id=\"bdb596a\" 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-4f2c3fa elementor-widget elementor-widget-text-editor\" data-id=\"4f2c3fa\" 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>A knowledge base is a comprehensive collection of information, solutions and instructions. It serves as a resource for support staff when solving problems and is regularly updated with experience from 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-6ede333\" data-id=\"6ede333\" 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-c57973c elementor-widget elementor-widget-heading\" data-id=\"c57973c\" 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-1d6cf36 elementor-widget elementor-widget-text-editor\" data-id=\"1d6cf36\" 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 enables support technicians to diagnose and resolve problems via a remote connection. This allows problems to be addressed efficiently from 1st level support without the need for a physical visit.<\/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-7eb0114 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7eb0114\" 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-71e13e2\" data-id=\"71e13e2\" 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-30fa687 elementor-widget elementor-widget-heading\" data-id=\"30fa687\" 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-555ba02 elementor-widget elementor-widget-text-editor\" data-id=\"555ba02\" 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>Escalation occurs when a problem cannot be resolved within the defined time or by the relevant support level. In such cases, the problem is escalated to the next higher level to ensure a quick solution, starting with 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-49d7fc5\" data-id=\"49d7fc5\" 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>This is what characterizes good 1st level support! In today&#8217;s fast-paced business world, reliable first level support is crucial for the smooth operation of companies. But what makes a good first level support? In this blog post, we will focus on five crucial aspects: the quick close rate, the availability rate, the benefits of multi-channel [&hellip;]<\/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":[78],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>First Level Support | HWS Gruppe<\/title>\n<meta name=\"description\" content=\"What characterizes good first level support? 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