Our Technical Service Desk (TSD) is the central point of contact for all technical inquiries, problems and requests related to the services that support a company’s production processes. This type of service desk is crucial to ensure the efficiency and reliability of the production environment by providing fast problem resolution and continuous system availability. The aim is to maintain production processes through immediate assistance and preventive maintenance. In addition, efficient management of IT changes minimizes downtime and ensures production continuity. This is crucial for the competitiveness and productivity of your company.

The Service Desk receives your requests, classifies them according to urgency and initiates immediate troubleshooting measures. There are defined processes and escalation paths for critical systems in order to restore production operations as quickly as possible.

Change management includes, for example, software updates, configuration changes or the integration of new systems. The Service Desk actively monitors production-related systems to identify potential problems before they affect your production processes.

We document incidents, problem solutions and configurations in our ticket system in order to be able to rectify future errors more quickly and provide a knowledge database for frequently occurring problems.

For critical problems that cannot be solved immediately, there are clear escalation processes to higher support levels or specialist teams.

Our service management team produces regular reports on incidents, downtimes, system performance and individually agreed KPIs. These reports are used to identify trends, develop preventive measures and enable continuous improvements in IT and production processes.