First-Line Service Desk

First-Line Service Desk fits companies with internal IT teams whose engineers spend too much time on initial request intake, clarification, and task routing.

We handle the first contact with users: accepting requests, registering them, classifying the issue, clarifying context, setting priority, and handing a prepared task to the responsible engineer.

What We Cover

• one channel for IT requests;
• ticket registration and classification;
• first-level clarification and context gathering;
• prioritization by business impact;
• routing between the internal team and IT-Premium;
• regular reporting on request flow.

The best starting point is an IT Risk Audit or a short review of your current request process.