Benefits
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Fast problem solving & satisfied employees
Central point of contact & rapid assistance with IT incidents, helping employees to keep working & stay happy.
Cost optimization & risk minimization
Efficient processes reduce costs while proactive maintenance prevents downtime & data loss.
Improved transparency & decision making
Comprehensive reports enable data-driven decision making for an optimized IT infrastructure.
IT Service Desk in the manufacturing industry

For more than eight years now, audius has been providing the central IT Service Desk for a large manufacturer of cleaning equipment. We provide first-level support, manage users and authorizations in AD and SAP, process DP requests and optimize resources – with enthusiastic users and at reasonable cost.

Extended accessibility in IT Service Desk

We provide the IT service desk, in particular first-level support, for an association of statutory health insurance registered doctors with approx. 1,400 users. The service is provided outside core working hours. Our service covers comprehensive incident and service request management in accordance with ITIL. This includes, for example, recording, qualifying, prioritizing and processing IT service requests, remote service for the whole IT workstation and user support for the standard software deployed.

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Product information

IT Service Desk – the first level should be the best level
The audius IT Service Desk is a central point of contact for all users with IT problems or service requests.

Our services are modular and can be customized to individual needs. This includes first and second level support, management of users and authorizations as well as administrative activities surrounding the IT service desk as single point of contact. We are also happy to provide user support for standard applications.
If required, we can also take over management of the entire ticket processing workflow, including monitoring and reporting of the agreed SLA.
We work according to a proven process and control model based on ITIL, which we adapt to your needs while implementing best practices and utilizing our extensive experience in service management.

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All-round approach ensures success from the beginning to the end

audius supports you with a full-service solution, from service strategy and design through implementation to ongoing operations. This ensures that you never lose sight of any aspect of the complex structure of a modern IT service desk and that you always have a reliable partner at your side. The focus is on continuous improvement in order to recognize all potential and implement it in a verifiable manner.

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350000

users benefit from our support

20

years of experience

What makes audius IT Service Desk different from other services
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The audius IT Service Desk provides a unique combination of technical, organizational and specialist expertise based on total customer focus.

We have over ten years of experience in running our IT Service Desk for numerous companies and organizations in Germany and currently support about 350,000 users.
We provide Dedicated or Shared Desk with service hours according to your needs up to 24/7 – but always 100 percent "Made in Germany", in German and in English.
If required, we can supplement our IT Service Desk with the in-depth expertise of several hundred employees in IT consulting, security auditing or managed services – from the data center to the cloud and from the network to the modern workplace.
We use the full range of the acclaimed ITIL process model, thus providing reliable processes, detailed benchmarks and best practices.
We achieve high first-time resolution rates through excellent structured incident recording and first-class knowledge management.
We use a sophisticated method for the transition of your IT service desk to us, which has already proven itself in more than 40 projects.
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Our certifications and awards
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Trends und Insights
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Our partnerships / memberships
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Our answers to frequently asked questions
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What is the difference between service and support?

The terms service and support are often used interchangeably, but mean different things in the IT context. 

A service is something that is provided to a customer to meet a specific need or requirement. IT services may include products, applications or other resources provided to the customer to meet its business needs. Examples of IT services include e-mail, file sharing, network access, and other IT-related resources provided to end users. 

Support, on the other hand, refers to the assistance provided to customers when using IT services or for troubleshooting. IT support may include technical assistance, training, or other resources to help end users resolve issues or problems with IT services. Examples of IT support include helpdesk or service desk support, technical support, and other resources that help end users get the most out of IT services. 

Essentially, the service is what is delivered, and support is the assistance that helps customers use the service and helps with any associated troubleshooting. Both service and support are critical components of IT delivery, and organizations need to ensure they have effective service and support processes in place to meet their customers’ needs. 

Why is process automation crucial for service desks?

Process automation enables service desks to automate recurring and predictable tasks. This leads to faster response times, reduces human error and allows employees to focus on more complex problems that require specialized attention.

How does the integration of ITIL influence the efficiency of a service desk?

ITIL, an established framework for IT service management, offers proven procedures and guidelines. When ITIL principles are integrated into service desks - whether in the IT or facility sector - processes can be standardized, roles clearly defined and service concepts optimized. This leads to improved efficiency and service quality.

What does proactive service desk management mean?

Proactive service desk management identifies potential IT or facility problems before they escalate. This is particularly important in incident management. Through proactive measures and regular monitoring, the service desk can minimize downtime and continuously improve the quality of IT and facility services.

Why is continuous training important for service desk employees?

In the fast-moving technology and facility environment, requirements and solutions are constantly changing. Regular training ensures that service desk employees have up-to-date knowledge and are able to provide the best possible support - whether in the IT or facility sector. The training measures are supplemented by the integration of knowledge management into daily work.

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How can I help you?
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AUTORAUTHOR
Real name
Division Director Managed Services

+49 (7151) 369 00 - 333

+49 (7151) 369 00 - 333