Information Technology

Help Desk (1st, 2nd, 3rd Level Support)

Modular Support to ensure organizational efficiency

Technical problems and user questions are sure to come up in any organization where IT plays an important part. No organization can afford any delays or interruptions to their daily processes. The most important goal of our service is to ensure the efficiency of an organization. BEMA Consulting GmbH provides modular Help Desk Services, which are based on ITIL Best Practices and individual tailored to the needs of our customers.

The advantages are clear:

•	Clearly defined SLA’s (Service Level Agreements)
•	Reduced costs and time savings
•	The highest quality of service
•	Maximum flexibilty and speed

The Service Levels offered by BEMA Consulting GmbH:

First Level Support
First Level Support provides a "Single Point of Contact" for all users on a hotline number during service hours and possibly even out of hours. In most cases, problems are quickly solved or questions answered quickly.

Second Level Support
Second Level Support is where specialists are involved. If help is required from manufacturers, e.g. changes in the programming, queries are escalated to Third Level Support.

Third Level Support
Third Level Support checks programs or asks for support from the produt manufacturers. This ensures every query is solved. Third Level Support is also product responsibility, which is taken on by BEMA Consulting GmbH for most applications.

These services can be combined in any way and can be easily adapted to meet requirement changes. According to customer needs, the Help Desk can be based at the customer site or be an outsourced service completely separate from the organization.

We would only be too happy to talk about your needs and potential solutions.

Information Technology

Help Desk (1st, 2nd, 3rd Level Support)

Modular Support to ensure organizational efficiency

The Service Levels offered by BEMA Consulting GmbH:

Contact & further Information