Office-Support
IT support in the office environment
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)