Managed End-User Service
With our end user support, we assist your employees throughout the entire lifecycle of their mobile devices. We guide them through the initial setup, answer everyday questions and quickly resolve any technical issues. This keeps your teams productive, reduces the burden on IT and significantly cuts down on downtime. Your users have a central point of contact for all issues relating to their mobile devices.
Features
With our end user support, we support your employees in the use and operation of their mobile devices. End user support is provided in accordance with the ITIL standard and includes the following services:
SLA
Our SLA defines the time window in which your employees’ enquiries are processed and the response and intervention time. The response and intervention time depends on the priority of the enquiry and is contractually agreed.
Helpdesk
Our helpdesk service in four languages (DE / FR / IT / EN) ensures that enquiries from your employees are processed and resolved or answered in a professional and service-orientated manner. You can choose whether enquiries are submitted directly by your employees by telephone or e-mail ticket (1st level) or indirectly via your internal IT helpdesk (2nd level).
Staging
When new employees join the company or when existing mobile devices are replaced, we use our staging service to ensure that your employees’ devices are ready for use immediately. The aim is to equip the devices with the necessary applications, configurations and security guidelines so that they are ready for use and can be utilised for their intended purpose.
Lifecycle
With our lifecycle services, we ensure that your employees’ mobile device fleet is managed correctly at all times and remains up to date in terms of operating systems and apps.
In addition, if required, we can take care of subscription changes directly with your mobile operator (e.g. in the event of subscriptions or cancellations) and coordinate the replacement of obsolete devices, repairs and replacements in the event of theft or loss. The aim of the service is to provide, manage, maintain and dispose of devices efficiently in order to optimise costs, ensure security and improve the user experience.