Our Services
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End-Users Workplaces Support
Read moreContinuous support for end-users, workstations (PCs), mobile devices up to 24×7
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Systems Support
Read moreContinuous support for IT systems, servers, IT infrastructure, networks and communications, information systems (IS, ERP), databases (DB)
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IT Security
Read moreProtection of IT systems and IT infrastructure, security technologies and tools, IT security audit, Compliance with the NIS2 (TIS2), risk management, business continuity (BCP)
Why is it worth choosing external IT support?
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Lower Cost than in-house IT specialists
External IT support can cost up to 2–3 times less than internal IT . This is because external providers use advanced IT tools and automated maintenance processes, built on the experience of hundreds of companies, offering greater scale and efficiency.
In-house employees may get sick, take vacations, or leave the company. They don’t work 24/7 or on weekends. With external IT support, you don’t have to worry—service is continuous and reliable.
External IT specialists can easily adapt to changing workloads—whether you need triple the support or half as much, they scale accordingly.
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Broader and Deeper Expertise
External IT providers offer a wide range of specialized skills that can be accessed on-demand, in the right amount. In-house specialists require time to acquire new competencies, and if those skills are used infrequently, investing in them may not be worthwhile.
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Faster Response and Resolution
External IT specialists resolve most issues immediately—often faster than an in-house technician can arrive physically.
By using modern automated tools for IT maintenance, problems can be identified and resolved more quickly. In many cases, issues are fixed before the user even notices or contacts IT.
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Stronger Data Protection and IT Resilience
Highest standards of data protection and service delivery are applied, including GDPR, ISO 27001, ISO 20000, and others.
Continuous automated data backups are encrypted and stored across multiple trusted data centers in Europe, with regular recovery testing.
Daily active threat prevention is ensured through modern automated security solutions, significantly reducing cyber risks.
What is included in IT support services?
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Modern tools
Today’s business needs are constantly changing, which is why we have opted for a technology architecture tailored to change and flexible cloud computing solutions.
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Automation
Modern connected tools open the door to widespread workflow automation of IT maintenance and operational processes.
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Self-service portal
The self-service portal and customer service platform allow you to manage your IT services, as well as other areas of your business, in one place.
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Artificial Intelligence (AI)
The data collected by modern tools opens the door to the practical application of machine learning algorithms (AIops) in IT maintenance.
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Knowledge base and problem management
Timely decision-making using a continuously accumulated knowledge base and empowered problem management process solutions.
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Change and 3rd party management
Full change process management, including version upgrades and third-party management of the client.
Technologies and tools used for IT support
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World's best practices in IT support management
We use world’s ITSM best practices in IT support management and the world’s most advanced IT tools to ensure maximum automation and quality of service for our customers.
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ServiceDesk (SD, ITSM, Helpdesk) centralised management
ServiceDesk (SD, ITSM, Helpdesk)
Centralised management: one-stop-shop for everything: requests, incidents, changes, different services, SLAs, contracts, 3rd party management
Configuration Management (CMDB) for accounting, tracking and management of client’s IT equipment, its parameters, and infrastructure
Knowledge Base (KB) – for IT engineers and client’s users
Workflow Automation – to execute automated actions manually -
RMM (Remote Monitoring & Management) centralised performance monitoring and management
RMM (Remote Monitoring & Management)
Centralised performance monitoring and management: hardware – PCs, notebooks, service stations printers, network equipment, IoT, software, services, DB, integrations
Automated actions on devices, servers, IPs, DB: on-event, recurring, sheduled, on-demand
Security upgrades, version upgrades…
Integrations with SD and other systems -
1st line Helpdesk Call Center
1st line Helpdesk Call Center
24/7 centralised voice communication with customers, automated distribution of incoming and outgoing calls, queuing of numbers according to days, hours; communication KPIs, SLAs, quality control
All channels of communication: by phone, by voice in EN, LT, RU, by email, Self-service portal, API, SD integration -
Automated Self-service Portal (SSP)
Automated Self-service Portal (SSP)
Browser access for users to perform self-service actions: order services
register referrals, track progress, view assigned devices (CMDB), access knowledge base (KB)
Additional self-service capabilities: perform actions on servers/computers without logging in, including creation of new users, assigning/modifying users’ access privileges, installation of harmonised software -
Integration of IT support tools (API, two-way)
Integration of IT maintenance tools (API, mutual)
for our tools: SD-RMM, RMM-SD-CMDB, Self-service portal-AD-RMM, Knowledge base-SD-Self-service portal, IP telephony-SD
for the client’s tools: client’s SD, monitoring systems etc.
