1st-Level-Support Outsourcing

Our 1st level support routinely assists you in resolving any malfunctions and problems that arise quickly and without complications. With our corresponding know-how and resources, we can support your IT department or take over its work directly. In 1st level we solve known faults or frequently occurring problems. In 2nd level support, more complex IT problems on the customer side are solved by our subject matter experts.

Learn more about 1st level support

What is supported at 1st level?

1st level support is implemented in the form of a service desk. The Workplace Technology team is the first point of contact for customers. With the help of knowledge databases and known problems, most problems can often already be solved here. If the problems become more complex or cannot be resolved, delegation to 2nd level support occurs.

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

if problem cannot be solved

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

When problem can not be solved

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

When problem can not be solved

What is supported at 1st level?

First level support is implemented in the form of a service desk. The CosH Service Desk is the first central point of contact for customers. With the help of knowledge databases and known problems, most problems can often already be solved here. If the problems become more complex or cannot be resolved, delegation to 2nd level support occurs.

Arrange a consultation online

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

When problem can not be solved

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

When problem can not be solved

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

if problem cannot be solved

What is supported at 1st level?

First level support is implemented in the form of a service desk. The CosH Service Desk is the first central point of contact for customers. With the help of knowledge databases and known problems, most problems can often already be solved here. If the problems become more complex or cannot be resolved, delegation to 2nd level support occurs.

Arrange a consultation online

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

When problem can not be solved

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

if problem cannot be solved

Applications

z. e.g. Microsoft Office and applications from the Windows environment

User problems

Receipt of user problems and central point of contact for support requests

RMA

Warranty processing with manufacturers in case of defective hardware (also the customer’s)

Hardwaresupport

for provided servers, clients & peripherals

Network environments

to output management (no printers)

Maintenance services

for network environments

Installation tasks

of applications in the Windows environment

Eskalation at 2nd Level

When problem can not be solved

What are the advantages of 1st level outsourcing?

Quick help for small problems

No or little downtime of own employees due to technical problems

Accessibility

Pickup time or call answering in under 20 seconds, as well as extended service hours and on-call availability

Know-How

Top trained IT staff is available at any time and relieves the workload of your IT department

Personal project manager

Your personal contact who is familiar with your company processes

Identify training needs

Based on our evaluations (support cases), we identify weaknesses and training needs

Support in GE & EN

Qualified support of national and international locations (languages: GE & EN)

No interruptions

Reduction of downtime by receiving support requests

Quality sizes

End-user satisfaction through service quality (satisfaction surveys, trailer calls)

Exact ticket billing

Calculable and clear costs through tickets and time-based billing

What are the advantages of 1st level outsourcing?

Quick help for small problems

No or little downtime of own employees due to technical problems

Accessibility

Pickup time or call answering in under 20 seconds, as well as extended service hours and on-call availability

Know-How

Top trained IT staff is available at any time and relieves the workload of your IT department

Personal project manager

Your personal contact who is familiar with your company processes

Identify training needs

Based on our evaluations (support cases), we identify weaknesses and training needs

Support in GE & EN

Qualified support of national and international locations (languages: GE & EN)

No interruptions

Reduction of downtime by receiving support requests

Quality sizes

End-user satisfaction through service quality (satisfaction surveys, trailer calls)

Exact ticket billing

Calculable and clear costs through tickets and time-based billing