EXTERNAL IT USER SUPPORT:
Our user support has your back

With professional user support for your IT, you save time and save your nerves. User support from the experts at MW IT Solution saves you from many problems at work. If something does go wrong, we provide quick solutions - as if the problem had vanished into thin air. Interested? Let's talk!

Consulting for support strategy: Effective outsourcing begins with a needs analysis and setting goals. We work with you to develop a tailor-made strategy from user support to IT security.

Helpdesk (1st level support): The helpdesk is the first point of contact for fault reports. Our first level support staff have extensive IT knowledge and can deal with around three quarters of your queries immediately.

Problem solving (2nd level support): Complex hardware and software problems can often only be resolved after a thorough problem analysis. Our specialized experts are ready to take on any challenge.

• Planning security for fixed costs and personnel requirements

• More freedom for creativity and daily business

• Expert knowledge for user support 365/ 24/ 7 on demand

• Continuous updating of support know-how (e.g. for user support with AI support and partially automated problem solving)

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In small and medium-sized companies, there are usually few or no employees who are solely responsible for user support. If someone is only doing user support on the side, they may be doing everything, but nothing is particularly good. There is a simple solution to this dilemma:

As soon as you bring the experts from MW IT Solution on board to provide user support, we will support you with up-to-date specialist knowledge from our German support center in Forchheim - at any time of day , all year round and at any support level .

Malfunctions or problems with the operation of hardware and software are initially reported to our first-level support . In around three quarters of all cases, the helpdesk gets the workstation up and running again within a few minutes. It ...

• records and classifies the request in the helpdesk software,

• answers most basic user questions immediately,

• helps with the operation of software,

• corrects hardware malfunctions due to operating errors,

• informs the technical customer service if necessary or

• forwards complex user requests to our 2nd level support.

Sometimes the relationship between users, IT hardware and software resembles the Bermuda Triangle: unexpected and inexplicable things happen. For this reason, we have a second instance after the help desk: second-level support . With this, we bring our best specialists to the table to ensure your business runs smoothly.

This team consists of highly qualified experts who analyze the complex problem and find a solution for your users in a timely manner. To achieve this, we continually update the know-how of our employees. The specialists also use support tools to find and analyze errors.

Put the burden of user support on the shoulders of MW IT Solution with a service or maintenance contract. Outsourcing is often significantly more cost-effective, especially for companies without their own IT department. Co-sourcing is also possible: you provide the basic user support and we provide support at selected times or in selected areas. We would be happy to inform you about the options free of charge. Please call us or send us a message.