{"id":3919,"date":"2023-01-12T13:21:41","date_gmt":"2023-01-12T12:21:41","guid":{"rendered":"https:\/\/waas.de\/1st-level-support"},"modified":"2023-09-26T12:20:01","modified_gmt":"2023-09-26T11:20:01","slug":"1st-level-support","status":"publish","type":"page","link":"https:\/\/waas.de\/en\/services\/1st-level-support","title":{"rendered":"1st Level Support"},"content":{"rendered":"

1st-Level-Support Outsourcing<\/h1><\/div>

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.<\/p>\n<\/div>

<\/i><\/i>Learn more about 1st level support<\/span><\/a><\/div><\/div><\/div>
<\/div><\/div><\/div><\/div>
<\/span><\/div><\/div><\/div>

What is supported at 1st level?<\/h2>\n<\/div>

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.<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

When problem can not be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flowchart 1st Level Support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

When problem can not be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flowchart 1st Level Support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div><\/div><\/div><\/div>
<\/span><\/div><\/div><\/div>

What is supported at 1st level<\/b>?<\/h2><\/div>

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.<\/p>\n<\/div>

Arrange a consultation online<\/span><\/a><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

When problem can not be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flowchart 1st Level Support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

When problem can not be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flowchart 1st Level Support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flowchart 1st Level Support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div><\/div><\/div><\/div>
<\/span><\/div><\/div><\/div>

What is supported at 1st level<\/b>?<\/h2><\/div>

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.<\/p>\n<\/div>

Arrange a consultation online<\/span><\/a><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

When problem can not be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flowchart 1st Level Support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flowchart 1st Level Support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

z. e.g. Microsoft Office and applications from the Windows environment<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardwaresupport<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Network environments<\/h2><\/div>
<\/div>
\n

to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Eskalation at 2nd Level<\/h2><\/div>
<\/div>
\n

When problem can not be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flowchart 1st Level Support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div><\/div><\/div><\/div>

What are the advantages of 1st level outsourcing?<\/h2>\n<\/div>
<\/i><\/div>

Quick help for small problems<\/h3><\/div>
<\/div>
\n

No or little downtime of own employees due to technical problems<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Accessibility<\/h3><\/div>
<\/div>
\n

Pickup time or call answering in under 20 seconds, as well as extended service hours and on-call availability<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Know-How<\/h3><\/div>
<\/div>
\n

Top trained IT staff is available at any time and relieves the workload of your IT department<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Personal project manager<\/h3><\/div>
<\/div>
\n

Your personal contact who is familiar with your company processes<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Identify training needs<\/h3><\/div>
<\/div>
\n

Based on our evaluations (support cases), we identify weaknesses and training needs<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Support in GE & EN<\/h3><\/div>
<\/div>
\n

Qualified support of national and international locations (languages: GE & EN)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

No interruptions<\/h3><\/div>
<\/div>
\n

Reduction of downtime by receiving support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Quality sizes<\/h3><\/div>
<\/div>
\n

End-user satisfaction through service quality (satisfaction surveys, trailer calls)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Exact ticket billing<\/h3><\/div>
<\/div>
\n

Calculable and clear costs through tickets and time-based billing<\/p>\n<\/div><\/div><\/div>

<\/div><\/div><\/div><\/div>
<\/div><\/div><\/div><\/div>

What are the advantages of 1st level outsourcing?<\/h2>\n<\/div>
<\/i><\/div>

Quick help for small problems<\/h3><\/div>
<\/div>
No or little downtime of own employees due to technical problems<\/div><\/div><\/div>
<\/i><\/div>

Accessibility<\/h3><\/div>
<\/div>
\n

Pickup time or call answering in under 20 seconds, as well as extended service hours and on-call availability<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Know-How<\/h3><\/div>
<\/div>
\n

Top trained IT staff is available at any time and relieves the workload of your IT department<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Personal project manager<\/h3><\/div>
<\/div>
\n

Your personal contact who is familiar with your company processes<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Identify training needs<\/h3><\/div>
<\/div>
\n

Based on our evaluations (support cases), we identify weaknesses and training needs<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Support in GE & EN<\/h3><\/div>
<\/div>
\n

Qualified support of national and international locations (languages: GE & EN)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

No interruptions<\/h3><\/div>
<\/div>
\n

Reduction of downtime by receiving support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Quality sizes<\/h3><\/div>
<\/div>
\n

End-user satisfaction through service quality (satisfaction surveys, trailer calls)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Exact ticket billing<\/h3><\/div>
<\/div>
\n

Calculable and clear costs through tickets and time-based billing<\/p>\n<\/div><\/div><\/div>

<\/div><\/div><\/div><\/div>
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