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.
Service desk for SMEs
A smaller business has no IT helpdesk, but it does have someone who becomes one. Usually whoever is handiest with computers, and who therefore loses a day a week to questions that have nothing to do with their own job. That costs no budget and is therefore invisible, until you work out what that day was worth.
Outsourced IT support does not mean handing your people a phone number in another country. You get a team that knows your environment, with a fixed number and a fixed mailbox. What comes in is logged, so after three months it is visible which question keeps returning and what would settle it for good.
- Your colleague gets their day back Questions come to us instead of to the handiest colleague, who gets back to their own work.
- Reachable and familiar A fixed number and mailbox, staffed by people who know your setup rather than working through a script.
- What keeps returning gets fixed Logging shows which question recurs every month; we remove it at the source instead of answering it again.
- Available without a management contract The service desk stands on its own; it does not have to come with full management to work.
Service desk for enterprise organisations
In an organisation with a thousand users the service desk is not a phone number but a process. The questions are the same; what changes is that there are categories, priorities, turnaround times and a supplier behind each category, and that a ticket falling between two suppliers can sit there for weeks.
We take over the first line, or precisely the hours your own desk is closed. In your ticketing system, with your categories, and on the understanding that a ticket is not closed because it belongs to somebody else but passed on with everything already known about it.
- Follow-the-sun or only the edges Full 24/7 IT support, or only the evening, night and weekend your own desk does not run.
- Multilingual for multiple countries Dutch, English, Spanish, French and Turkish, so a site does not have to report in a foreign language.
- Handed over with its file A ticket moving to another supplier takes its context along, so the user does not tell the story twice.
- Numbers a review can rest on Turnaround, first-line resolution and repeat tickets per site, in the same set your governance uses.
Outsourcing your IT service desk
Handing over the service desk is the most common form of IT outsourcing, and the reason is rarely the cost of the desk itself. It is what the desk displaces: the specialists who cannot get to project work because the phone keeps ringing, and the evening and weekend hours nobody wants to staff. What an outsourced desk costs and what drives that figure is worked out under outsourcing your service desk.
The forms differ more than the suppliers suggest. Managed helpdesk services can mean the full desk, first to third line under one SLA, or only the overflow and the hours your own desk is closed. Both are normal engagements here, and the boundary is agreed before the first ticket rather than discovered at one.
- The whole desk or only the edges IT service desk outsourcing does not have to be all or nothing: full first to third line, or only evenings, nights, weekends and overflow.
- Priced per user, agreed up front An outsourced help desk is priced per user per month; the figure follows from the hours covered and the response times, and stands before you sign.
- Your ticketing system stays We work inside the system and the categories you already have, so your reporting keeps its history.
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, account and access support for your staff and an initial diagnosis on your business applications, 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 supportManaging and replacing company equipment and fitting out workplaces under your service agreement, including during an office move or at a new site.
- Remote supportSecure access to your business environment over VPN or a management agent, 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.
Questions we get about this
The ones that come up most, answered briefly.
Do you take over all of our support, or just the first line?
Either works. We take first to third line support under one SLA, so a ticket does not stall the moment it gets too complicated for the first line. If you would rather keep the first line yourself and pass on the harder questions, we agree where that boundary sits and who picks up what.
What happens to a ticket outside office hours?
It reaches somebody who is on shift, not a queue until the next morning. Support and monitoring run 24/7 and everything is handled locally; nothing goes to a third party. What does and does not get picked up outside office hours is set down in your SLA, so you know it beforehand instead of during an outage.
How is the price worked out?
Per user, based on how many people are supported and what cover you want. A headcount within ten per cent is enough for a proposal. You get a fixed price up front; anything outside it we agree before we do it.
How long does it take to hand over support?
The handover runs in stages: first we watch, then we work alongside, then we take over. In that order your organisation notices it least. We start by listening to how things run now and which tickets keep coming back, because that shapes how the service desk is set up.
What is the difference between a service desk and a helpdesk?
A helpdesk resolves tickets: something breaks and it gets fixed. A service desk is the point of contact for the whole service around that, so requests, changes, a new joiner who has to be able to log in on Monday, and the agreements on response time. If you are looking for someone to clear faults, a helpdesk is enough; if you want someone to be accountable for how your IT runs, that is a service desk.
Which languages can our people reach the service desk in?
Dutch, English, Spanish, French and Turkish. That is not a translation layer but the languages our own staff speak, spread across the offices in Amsterdam, Antwerp and Karaman. For an organisation with a plant in Turkey or a sales office in Spain that removes a step: the person reporting explains the problem in their own language to someone who can act on it straight away.
How do you take over an existing service desk without tickets falling through the cracks?
By running both desks side by side for a while. First we watch your current system without answering anything; then we take a share of the tickets while the old desk keeps running; only after that does the phone number change. Open tickets move across one by one with their history attached, so nobody has to tell their story twice. Anything that cannot be migrated we name up front rather than letting you discover it later.
Do we get the same people, or someone different every time?
A fixed team that knows your environment, with a named contact above it. That is why we do not outsource the service desk: when a call is passed on, every ticket starts from zero again. Outside office hours the person on shift is not always the same one, but they work from the same documentation and see the same history.
Is an outsourced service desk practical for a small SME team too?
Yes, and that is exactly where the gain is largest. An SME usually has no dedicated helpdesk but does have someone who becomes one: whoever is best with computers, and who then loses a day a week to questions that have nothing to do with their own job. The service desk can be taken on its own and does not need to come bundled with full management to work.
The brands above, one page each
What the brand makes, which lines we supply and what we do around it.
Deeper into this subject
Pages that work out a single question from this service.
Our own certifications
ITproposal is certified for ISO 9001 (quality), ISO/IEC 27001 (information security), ISO 14001 (environment) and Kiwa NEN 4400-1 (labour hire and secondment). That says something about how we work and how we have our own processes assessed; it is not a certification you inherit from us.
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.
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