---
# source: src/content/services/en/service-desk.md
# route:  /en/services/service-desk/
title: Service Desk
group: support
order: 1
tags: [managed-services]
summary: One point of contact, run to ITIL, around the clock if you want it, in German, French and English.
photoNeed: "The support desk in an ordinary hour: headset, ticket queue on screen, the person actually working"
stub: false
draft: false
---

## What is included

- **A single point of contact**, rather than a list of extensions
- **Qualified people** at the other end, not just a hand-off
- **Ticketing to ITIL standard**
- **Reachable by email, phone and ticket**
- **Service hours to suit**, up to 24/7/365
- **Remote support**
- **German, French and English**

## Why the single point of contact is the point

Because the real problem is rarely response time, it is knowing who to call. In an estate
that grew, the person with the problem cannot tell whether it sits in the network, the
server or the application, and every misrouting costs more time than the fix does.

## What to watch

Service hours are a cost decision rather than a technical one. Round the clock pays where an
out-of-hours outage genuinely costs money, and elsewhere it is expensive reassurance. What
has to be covered in which window belongs in the conversation before the contract, not in
it.