Service · IT outsourcing

Service desk

A service desk is about discipline rather than software. Each ticket carries a number, a priority and a deadline, and at month end you can see how many were solved on time and which problems keep returning. Without that, any debate about support quality turns into a swap of impressions.

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Ticket number

on everything

Priority

set by impact

SLA

timed automatically

Statistics

every month

What the service covers

The aim is transparency: you can track every ticket and judge support on numbers. It works whether we are your entire IT function or an extension of your own IT team.

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Logging

Description, requester, device and the full conversation in one record, even when the issue began as a Teams message.

Priority

An impact and urgency matrix sets the order. Who shouts loudest makes no difference.

SLA timers

Response and resolution times run in business hours, and the system warns before a deadline is breached.

Knowledge base

Known faults and fixes are written up, so the same puzzle is not solved from scratch and staff can help themselves.

Escalation

Clear rules for when second line, a vendor or your management gets involved if a ticket stalls.

Reporting

Volume, split by category, share resolved within SLA and repeat incidents, delivered as a monthly report.

How we deliver it

Setup takes two to three weeks. Most of that time goes into agreeing categories and priorities, not into the technology.

Rules

Categories, priorities, deadlines and routing are agreed with you before anything is configured.

Tooling

We configure the portal and forms and connect email and Teams, so tickets can be raised where people already work.

Launch

A short introduction for staff and close follow-up during the first weeks while the rules are fine-tuned.

Monthly review

We examine breached deadlines, repeat tickets and tasks worth automating, such as access requests through a form.

Figures that nobody acts on are wasted effort. A report filed away each month is as useless as no report at all. It only earns its keep when at least one decision follows from it: remove the cause of a frequent ticket, change a setting or write a guide.

Common questions

That is rarely the deciding factor. We work in our own portal but can also use the task tool your organisation already has, provided it can track deadlines. Sensible categories and realistic targets matter far more than the brand of software.

Only within agreed working hours and separately for each priority. A low-priority ticket raised at 16:45 on a Friday does not tick over the weekend. With Premium or 24/7 support, critical tickets are timed around the clock.

That will always happen, because people take the shortest route. The engineer logs the ticket personally, or the work gets done without ever appearing in the statistics. The shortcuts fade once the portal becomes easier than a chat.

Yes. Tickets can be split between your staff and our engineers by category, giving you one combined view and one set of statistics whoever did the work.

Related services

View the whole area

Service Managed IT services Your whole IT operation run remotely for one monthly fee Service IT helpdesk support A single entry point for every staff IT question Service 24/7 support An on-call line and incident response at any hour

Make your support measurable

Tell us how requests are recorded today and who resolves them. We will propose a process and a tool that make quality visible.

Email
office@apply.dk

Coverage
All of Denmark, delivered remotely

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