Reference: Knauf Interfer - User Helpdesk and Support
Knauf Interfer became a successful multi-material processing company - we manage their support!
The companies of the Knauf Interfer Group are among the most experienced specialists in the fields of steel and aluminium machining with a clear focus on the automotive and industry sectors. The delivery programme ranges from standard products to unusual grades and dimensions. The development of the last few years from a pure distributor to a "multi-material" processing company is reflected in the further processing.
User Helpdesk und 2nd Level Support
Knauf Interfer's user helpdesk was completely outsourced to AM GmbH. This enabled the company to establish a reliable and solution-oriented helpdesk without any personnel risk. As a Single Point of Contact (SPOC), AM's service unit is the main contact for handling enquiries and faults. The administration of Knauf Interfer is sustainably relieved.
The Success Story
In this project, the user helpdesk was completely outsourced to AM GmbH (IT outsourcing). This enabled Knauf Interfer to establish a reliable and solution-oriented helpdesk without any personnel risk.
As a Single Point of Contact (SPOC), the AM service unit is the main contact for handling enquiries and faults for the employees of the group of companies.
Thus, the central hotline is managed by us and the recording and qualification of service requests and incidents in the ticket tool is also handled by AM GmbH.
This makes it possible to relieve the local IT department in day-to-day business, as resources that were blocked by support issues are now taken over by the AM service desk.
Dedicated contact persons, exclusively specialised staff and many years of experience ensure consistently high service quality at calculable costs.
The tickets are either solved directly by the agents in the helpdesk or pre-qualified in such a way that after handover to the local IT, the problem can be solved directly, since all the necessary information has been requested.
After the familiarisation phase, further responsibilities were successively placed in the hands of the AM, so that the degree of relief continues to increase. The AM service desk is basically oriented towards the common standards and is based on the principles of ITIL.
"The familiarisation phase turned out to be a particular challenge. Since the start of the project fell exactly in the time of the 'Corona pandemic' and the lockdowns, everything had to be done remotely. But thanks to the competent and experienced staff of AM GmbH, this hurdle was quickly overcome. The project handover was a complete success even without an on-site familiarisation phase!"
Markus Schneider
- CIO at Knauf Interfer SE
The tickets incurred in support include:
- Windows Standard Workstation
- Microsoft Office 365, Skype, MS Teams
- Active Directory, SCCM
- Exchange und Outlook
- ERP System und DMS System
- Individual Software
- Printer, WLAN, File Server
- Telephone System
