IT Support
IT support ensures that the company's IT environment functions efficiently, that users receive prompt assistance when problems arise, and that business operations can continue without unnecessary interruptions. The service includes both reactive problem solving and proactive maintenance.
User support
- Help with computers, printers, networks, software, and mobile devices.
- Support via telephone, email, chat, remote control, and/or on-site.
- Handling password changes, account creation, and permission administration.
Incident and case management
- Registration, classification, and prioritization of support cases.
- Troubleshooting and resolution of incidents in accordance with agreed service levels (SLA).
- Escalation to specialist or third party if necessary.
- Feedback and reporting to users.
Proactive maintenance
- Monitoring the IT environment to detect and fix problems before they affect operations.
- Installation of security updates and patches.
- Regular inventory and status checks of IT equipment.
Advice and training
- Advice on IT strategy, purchasing, and development.
- User training in new systems and applications.
- Strategic contact person for development issues.
Documentation and reporting
- Ongoing documentation of cases, actions, and status.
- Regular reports on case statistics, trends, and suggestions for improvement.
- Management of antivirus, firewalls, and other security solutions.
- Regular inventory and status checks of IT equipment.