Small and medium-sized enterprises can now outsource consulting and support for their IT end users to Pironet NDH Datacenter. The ICT service provider is enhancing its service offering for outsourcing and Cloud Computing customers by adding a User Help Desk (UHD). In future not only heads of IT and selected experts (key user concept) will be able to request support by phone or email, but all computer users of a customer company. The UHD offers end users help with operating problems, for example when working with a pivot table in Excel, when formatting a Word document or with complex questions relating to business software. Pironet NDH operates its User Help Desk solely within Germany with service staff who speak German and English.
User help exclusively from Germany
“We tailor our user help totally to the requirements in small to medium-sized German companies,” emphasises Dr. Clemens Plieth, Managing Director of Pironet NDH Datacenter. “This includes the principle of short communication paths. In other words we make no use of near- or offshore services abroad. This guarantees that questions between service staff on the UHD and experts in our company or on the customer side are answered without bureaucracy,” explains Clemens Plieth.
24/7 support and VIP status
Pironet NDH’s UHD is regularly available during normal working hours (8 a.m. to 6 p.m.), and when requested also round the clock and on Sundays and public holidays. Companies can assign management staff or other employees – in the case of particularly important projects – VIP status to ensure that their inquiries are handled with priority by the UHD team.
Cost control thanks to flat-rate tariffs
Pironet NDH charges for the use of the UHD on demand and per inquiry. Alternatively business customers can pay flat-rate tariffs which cover defined numbers of inquiries. “Companies thus have total cost control and can specify a cap for the service and support costs for their IT environment,” says Clemens Plieth.
Single point of contact (SPOC) for IT users
The UHD provides users not only with assistance for applications which Pironet NDH operates in its data centres for their company but, on request, the specialist for small to medium-sized enterprises also offers support for solutions which customers operate themselves. Pironet NDH also implements comprehensive dispatching which, when required, forwards all user inquiries to Second-Level Support, to specialist departments on the customer side or to third-party providers, for example vendors of business software. “As a result our User Help Desk functions as a single point of contact for our small to medium-sized customer companies and their employees for all questions and application problems connected with all aspects of their IT,” explains Dr. Plieth.
Greater quality of service for IT environments in small to medium-sized companies
This is where Clemens Plieth sees the greatest benefit for small to medium-sized enterprises: “As a rule IT departments in small to medium-sized companies do not have the resources needed to handle IT support covering various locations and topics round the clock and at weekends. Cooperation with specialists such as Pironet NDH allows companies to significantly increase the quality of service in their IT environments at a fixed cost.”
User help exclusively from Germany
“We tailor our user help totally to the requirements in small to medium-sized German companies,” emphasises Dr. Clemens Plieth, Managing Director of Pironet NDH Datacenter. “This includes the principle of short communication paths. In other words we make no use of near- or offshore services abroad. This guarantees that questions between service staff on the UHD and experts in our company or on the customer side are answered without bureaucracy,” explains Clemens Plieth.
24/7 support and VIP status
Pironet NDH’s UHD is regularly available during normal working hours (8 a.m. to 6 p.m.), and when requested also round the clock and on Sundays and public holidays. Companies can assign management staff or other employees – in the case of particularly important projects – VIP status to ensure that their inquiries are handled with priority by the UHD team.
Cost control thanks to flat-rate tariffs
Pironet NDH charges for the use of the UHD on demand and per inquiry. Alternatively business customers can pay flat-rate tariffs which cover defined numbers of inquiries. “Companies thus have total cost control and can specify a cap for the service and support costs for their IT environment,” says Clemens Plieth.
Single point of contact (SPOC) for IT users
The UHD provides users not only with assistance for applications which Pironet NDH operates in its data centres for their company but, on request, the specialist for small to medium-sized enterprises also offers support for solutions which customers operate themselves. Pironet NDH also implements comprehensive dispatching which, when required, forwards all user inquiries to Second-Level Support, to specialist departments on the customer side or to third-party providers, for example vendors of business software. “As a result our User Help Desk functions as a single point of contact for our small to medium-sized customer companies and their employees for all questions and application problems connected with all aspects of their IT,” explains Dr. Plieth.
Greater quality of service for IT environments in small to medium-sized companies
This is where Clemens Plieth sees the greatest benefit for small to medium-sized enterprises: “As a rule IT departments in small to medium-sized companies do not have the resources needed to handle IT support covering various locations and topics round the clock and at weekends. Cooperation with specialists such as Pironet NDH allows companies to significantly increase the quality of service in their IT environments at a fixed cost.”
