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Service Desk

Service Desk

Competent, quick, reliable: support by the BTC ServiceDesk

In modern enterprises the IT system is the backbone of information management. With our powerful BTC computer centres at Oldenburg and Gütersloh, we enable cost-efficient outsourcing with a professional service that on request can extend to 24/7 on-call duty throughout the whole year. With our first and second level support, we will take care of operations and assume full responsibility for your system, including maintenance, trouble-shooting and further development. For early detection of attacks from outside and of faults we additionally use preventive system monitoring. As a SAP hosting partner, one of our system management focuses is SAP outsourcing.
We will also be glad to take care of your network management (LAN, WAN), desktop management and the operation of your systems in your own computer centre. Numerous manufacturer partnerships and authorisations ensure a high level of qualification of our staff.

Concentrate on your core business - we'll take care of smooth system operation.

Solutions
BTC's ServiceDesk solutions are orientated towards the best practice approaches based on ITIL (IT Infrastructure Library). Our goal is to give you integral support for all your service requests. Each request is recorded, assessed, processed and coordinated quickly in a structured manner and is documented in detail in a service management system.

We guarantee a high degree of availability and, with a single point of contact organisation, provide clear service structures to the users that we support.
In the context of the incident management process, the transparent and efficient co-operation between the ServiceDesk and the BTC service organisation is guaranteed. Depending on your requirements, you can book service packages with different defined extents.

We will be happy to solve your IT problems. Profit from our ServiceDesk.
Services

Our ServiceDesk services comprise the following:

  • Direct solution rate
  • Availability
  • ACD telephone system with service phone number
  • Remote support
  • Service hours from Monday to Friday from 7 am to 7 pm
  • On-call service outside the service hours
  • User and authorisation administration for Active Directory and SAP/R3
  • Information management
  • Documentation
  • Reporting
  • Suggestions for optimisation
  • Support languages German and English
  • Communicative and friendly staff
  • Basic and specialist knowledge, for example of current customer and server operating systems, hardware, MS Office, Citrix
  • Other services on request
Contact BTC AG

Eschwerweg 5
26121 Oldenburg
0441 3612-0
Email: office@btc-ag.com

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