Office-Support

LUTZ & GRUB AG supports companies in ongoing operations according to ITIL in 1st, 2nd and 3rd level support with a qualified service/help desk.

Core topics of these activities are:

• Identification of the customer, recording and confirmation of contact options
• Structured recording of the concern in the ticket system
• First attempt to clarify and solve the problem related to the entire shopping cart of a customer or a customer group
• Escalation levels and if necessary. Passing on to 2nd/3rd level support
• Information on the status of processing, status information and monitoring
• Orders for goods and services
• Management of hardware inventory and licenses (asset and license management systems)