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IT-Support in the office environment

LUTZ & GRUB AG supports companies in operation according to ITIL in 1st, 2nd and 3rd level support with a qualified service / help desk.

Core topics of these activities are:

  • Identification of the customer, recording and confirmation of the contact options
  • Structured recording of the concern in the ticket system
  • First clarification and attempt to solve the problem with respect to the whole portfolio of a customer or a customer group
  • Escalation level and eventually passing to 2nd / 3rd Level Support
  • Information about the state of process, status information and monitoring
  • Ordering of materials and services
  • Managing hardware inventory and licenses (asset and license management systems)