Helpdesk Services

Service Overview

ACROM provides to its clients helpdesk technical support services. The customer’s representative reports the problem to the hotline operator. From this point on, the incident is assigned a ticket number which the customer can refer to in order to follow the status of the open incident. Depending on the type of the incident, the hotline operator provides the necessary support to remedy the defect or refer the incident to the technical team for on-site intervention. If the complexity of the request exceeds the competence of the helpdesk operator, the incident is forwarded to the next level of support for solving. The status of the incident is constantly monitored using incident management software, until the client approves the closing of the incident.

Client Benefits

  • Proper functioning of the IT&C systems in scope
  • Reduced troubleshooting time, critical incidents are being solved based on SLA
  • Consistent support and monitoring
  • Easy budgeting and optimization of IT support costs
  • Flexibility and scalability of the service through customer-specific service level agreements (up to 24/7)
  • Detailed monthly reporting based on which the customer can optimize the investment in equipment and IT&C solutions



  • User Assistance based on SLA
  • Level of service: Level 1, Level 2 and Level 3
  • SLA Management
  • Call Management (acceptance, classification, documentation) in local and english language
  • Call ownership (tracking of calls till resolution)
  • Escalation Management
  • Knowledge Management Data Base
  • Remote Access to customer Systems
  • 24/7 service
  • Multi-language support
  • Helpdesk reporting (e.g. monthly call and ticket statistics)
  • In scope: Devices, Infrastructure, Networks and Applications



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