IT Service Desk with one point of contact
Every report logged, prioritised against your SLA and, wherever possible, resolved at first contact. Remote or on site, in your own language, with 24/7 cover on your critical services.
A service desk with an organisation behind it
Not a phone number on its own, but a fixed point of contact in the Benelux who knows your environment, with our own shift covering the nights and the weekends.
Support that starts with listening
An outage only really costs money when nobody knows who is picking it up. That is where things usually go wrong in growing organisations: reports arrive in the corridor, in a quick message or in the mailbox of the one colleague who understands the system. Nobody sees the full picture, and the same question simply comes back next month.
Our service desk is that single point of contact. Every report is logged, given a priority and acknowledged within the agreed SLA. Your people do not have to guess whether their ticket is drifting somewhere, and you can see in the reporting exactly where the time is going.
We work with people in mind and without jargon. First we gather the right information, then we explain in plain language what is happening and offer a fix or a workable temporary route around it. Once the ticket is closed we give a short summary and record the approach in the knowledge base. That way knowledge does not disappear into a mailbox, and your organisation resolves recurring questions on its own more and more often.
More than a phone number
Everything is picked up locally. Your fixed point of contact sits in the Netherlands or Belgium, knows your environment and speaks your language, and that does not change when you call outside office hours. So you are not talking to a stranger every time you report something.
Our main areas are retail, healthcare and transport & logistics: environments where a till, a scanner or a care system cannot stand still. We are Kiwa NEN 4400-1 certified and work daily with Microsoft 365, Azure, AWS and VMware.
What it gives you
- Less downtime and faster recovery
- One central point of contact for incidents and service requests
- Clear costs and predictable service
Support at every level, under one SLA
You choose the layers you need and add more as your organisation grows. Whatever you combine: one contract, one report, one point of contact.
- First-line IT supportImmediate first response, password resets, basic troubleshooting and an initial diagnosis, so your people can get back to work quickly.
- Second-line IT supportDeeper analysis of more complex software, network and system problems, including updates and configuration changes.
- Third-line IT supportExperienced engineers for architecture, server and security incidents, with root cause investigation, escalation to suppliers and advice on changes.
- On-site supportRepairing or replacing hardware, installing equipment and setting up workplaces, including during an office move or at a new site.
- Remote supportSecure access over VPN or a management agent to resolve issues directly, with response times agreed per service, also for teams outside the Benelux.
- Service desk managementSLA monitoring, monthly reporting, knowledge management, training and concrete improvement plans.
The conversation solves it, the ticket keeps hold of it
Behind every report sits a colleague with a headset on and your ticket overview on screen. The two belong together: the conversation helps your employee today, the ticket makes sure the same outage does not cost you another day next month.
- Everything in one recordPhone, email and portal all come together in the same ticket, so a report is not picked up twice or left hanging somewhere.
- Visible statusFor each report you can see who is working on it, what priority it has and what has already been tried, without having to chase it up.
- Knowledge stays putWhat we resolve, we record in the knowledge base, so the solution does not stay in one colleague’s head.
How we take over your support
The process is deliberately kept simple. At any moment you know where a ticket stands and who is working on it.
Report & log
Your report comes in by phone, email or portal. We log it, set the priority and confirm receipt within the agreed SLA.
Resolve or escalate
Where we can, we resolve it straight away in the first line. If it is more complex, we bring in second-line or third-line specialists, with a full handover and updates along the way.
Follow-up & knowledge sharing
Together with the user we verify that the problem has really gone, give a short summary and add a knowledge item for next time.
Report & adjust
The monthly report shows volumes, lead times and recurring causes. We translate those trends into improvements in your environment, not into more tickets.
Works well with
The service desk is often the starting point. These services connect to it directly.
Talk through your support needs
Tell us how many reports you are seeing now and where they get stuck. Together we work out which support layers you genuinely need, and which ones you do not.