A single point of contact for your users.
Every request is logged, assigned a priority level and tracked until closure. The goal is not only to resolve it, but to make sure the same request does not come back.
Channels, flows and knowledge
Access channels
- Request portal: status tracking and history visibility
- Email: automatic ticket creation and classification
- Phone: during business hours; 24/7 on-call line for P1
- Remote support: user-approved, recorded sessions
Separating incidents and requests
- Incident: disruption of a working service; the goal is to restore the service
- Service request: permissions, installation, access, reports; the goal is fulfilment within the standard time
- The two flows are measured separately; request volume does not overshadow incident targets
Knowledge and competence
- Every resolved request is recorded in the knowledge base
- User guides for common issues
- Recurring requests are moved to automation or self-service
- A one-question satisfaction survey for every closed request
Monthly service desk metrics
| Metric | What does it measure? | Why does it matter? |
|---|---|---|
| First contact resolution rate | Percentage of requests closed without escalation | Reflects user experience and team competence |
| Mean time to resolution | Closure time by priority level | The main component of SLA compliance |
| Reopen rate | Requests reopened after closure | Exposes superficial fixes |
| Request volume trend | Monthly change by category | Identifies areas to move to automation |
| Satisfaction (CSAT) | Average closing survey score | What the numerical targets mean for users |
Service desk records are open to you. At any time, you can verify the status, history and time measurements of your own requests via the portal.
Alongside this solution
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Database Management
24/7 SLA-backed operations for Oracle, Exadata, PostgreSQL, SQL Server and MongoDB.
Cybersecurity
SOC, penetration testing, Law No. 5651 compliance and Kuantum Pi for SMEs.
Enterprise IT Support
Uninterrupted IT operations with service desk, remote support and on-site intervention.
View the service →A no-commitment start in three steps.
Discovery call
We spend 45 minutes understanding your environment and priorities. Free of charge.
Free initial assessment
After the meeting, a one-page note with initial findings and recommendations; the findings are yours to keep. A full health check and risk report are part of our accelerator packages.
Package or service
Start with an accelerator package or go straight to managed services.