1st & 2nd Level IT Support
Tickets pile up, knowledge sits with a few people, and every audit asks how incidents are handled. We take over first and second level support with ITIL-based processes, clear service levels and reporting you can show to your auditors.
1st & 2nd Level IT Support
Defined SLAs, lower ticket backlog, stable operations.
Engagement models
IT support can start with individual experts who stabilise your existing team and grow into a managed service with contractually agreed SLAs.
A senior expert joins your organisation in a defined role – PMO lead, service manager, programme manager.
A team led by consult& takes over a defined scope, with one accountable lead and regular reporting.
We run a defined service – for example the service desk – against contractually agreed service levels.
In your industry
Support models that respect on-site and off-site rules, VS-NfD handling and access restrictions – with clearance-ready staff where the environment requires it.
Learn moreIncident handling, reporting and third-party documentation aligned with DORA and BaFin expectations for ICT outsourcing.
Learn moreRelated case studies
Client names withheld for confidentiality.
Financial ServicesIT Support
Client
Challenge
A worldwide workplace rollout across four regions needed central tracking, coordination and escalation.
Result
130,000+ assets
Global deployment command centre steered the rollout across the Americas, APAC, Switzerland and EMEA, integrated with back-office consolidation.
FAQ
We start with a short transition phase: knowledge transfer, runbooks and a shadowing period before the team takes over. The exact duration is agreed in the assessment.
Individual experts are billed on daily rates; a managed service is priced per agreed service level and volume.
Yes, where your requirements allow it. Romania is inside the EU and under the GDPR, one hour ahead of Germany. For environments that require on-site or Germany-based delivery, we staff accordingly.
Access follows the least-privilege principle, on your tooling and within your security policies. For classified environments we deploy clearance-ready staff and follow on-site rules.
German, English and Romanian.
Describe your situation in a 30-minute call. We tell you which model fits – or if none does.