User Help Desk & 1st Level Support

Central intake of all user requests with structured ticket logging and immediate resolution of standard IT issues via remote support.

Target Group

Companies and public institutions with internal IT users that require professional, scalable and reliable user support – from mid-sized businesses to enterprise organizations.

Challenges

Internal user support often consumes significant resources, is unstructured and suffers from limited availability, inconsistent ticket handling and long resolution times. Users frequently do not know whom to contact, and IT teams are blocked by recurring standard requests.

Scope of Services

Central intake of user requests via phone, email and portal
Ticket logging, categorization and prioritization
Remote 1st-level support for standard issues
User and permission management according to specifications
Password resets and account unlocks
Support for client, Office and standard software topics
Coordination and escalation to 2nd level or external providers
Status communication with users
Maintenance of a knowledge base
Regular service reports

Service-Level (SLA)

Availability: weekdays 8–18, optional 24/7
Call response time: e. g. 80 % of all calls answered within 30 seconds
Response time for new tickets:
- Critical: ≤ 15 minutes
- High: ≤ 1 hour
- Normal: ≤ 4 hours
First-level resolution rate: typically 60–80 %
Regular KPI and quality reports

Technical Components

Ticket and ITSM system (e. g. ServiceNow, Jira Service Management, OTRS, Freshservice)
Telephony / call center system
Self-service portal and knowledge base
Remote support tools
Monitoring and alerting integration (optional)
Interfaces to customer directory services (e. g. Active Directory / Azure AD)

Customer Benefits

Single point of contact for all IT requests
Faster issue resolution and higher user satisfaction
Relief for internal IT teams
Transparent processes and measurable service quality
Predictable support costs
Scalability in case of growth or new locations

Extension Options

24/7 support operations
Multilingual service desk
Onsite support / field service
VIP or executive support
Automated self-service workflows
Integration into monitoring and event management
Knowledge management and training services

Pricing Model

Monthly flat rate per user or per workplace
Alternatively: volume-based model by number of tickets
Additional options (24/7, onsite, multilingual) calculated separately

Onboarding & Implementation

Assessment of support landscape and user structure
Definition of support processes, SLAs and escalation paths
Setup of ticket system, phone numbers and portals
Establishment of knowledge base and standard solutions
Training of service desk staff
Pilot phase followed by transition into regular operations