---
# source: src/content/services/en/service-desk.md
# route:  /en/services/service-desk/
title: Service Desk
group: support
audience: [enterprise, provider]
order: 1
tags: [managed-services]
summary: One point of contact, run to ITIL, around the clock if you want it, in German, French and English.
photoNeed: "The support desk in an ordinary hour: headset, ticket queue on screen, the person actually working"
stub: false
draft: false
---

## What is included

- **A single point of contact**, rather than a list of extensions
- **Qualified people** at the other end, not just a hand-off
- **Ticketing to ITIL standard**
- **Reachable by email, phone and ticket**
- **Service hours to suit**, up to 24/7/365
- **Remote support**
- **The interface to the vendors** involved in the problem
- **German, French and English**

## Premier Operations Service

The reactive part of our operations services: tickets opened with us around the clock for
incidents, service requests, change requests and problems, with a phone call back within 45
minutes for critical cases. Plus a shared Teams channel for the operational questions,
straight to your soulTec team.

## Routing incidents

In an estate that grew, the person with the problem cannot tell whether it sits in the
network, the server or the application, and every misrouting costs more time than the fix
does.

## What to watch

Service hours are a cost decision rather than a technical one. Round the clock pays where an
out-of-hours outage genuinely costs money, and elsewhere it is expensive reassurance. What
has to be covered in which window belongs in the conversation before the contract, not in
it.