Security-aware service desk with an ITIL foundation
We take over your service desk and bring structure to your IT management. Moving from a reactive helpdesk to predictable managed IT services.
Service desk with measurable SLAs, no vague promises.
Outsourcing your service desk starts with firm agreements. We work with established priorities based on impact and urgency, response times starting from 15 minutes for P1 incidents, and resolution times per category. You receive a monthly report detailing SLA performance, ticket volume, recurring incidents, and trend analysis. No retrospective quarterly chats, but actionable insights you can use to steer your business.
How we structure our service desk processes
Our service desk operates according to ITIL. Four processes form the foundation: incident management, problem management, change and request fulfilment, and escalation management.
Every contact—whether by phone, email, or self-service ticket—is recorded, prioritized, and assigned according to fixed criteria. Priority depends on impact and urgency, not on who shouts the loudest. Users receive updates at agreed intervals, so they never need to call for a status.
Incidents are linked to underlying problems. For recurring incidents, we perform a root-cause analysis and record the solution in our knowledge base. This prevents the same issue from reappearing every week in another team.
Standard requests such as onboarding, offboarding, software installations, and access requests follow standardized workflows with built-in controls. Larger changes go through a formal change process with impact analysis and approval by the Change Advisory Board, so production is never caught by surprise.
If an SLA breach is imminent or a major incident occurs, an escalation procedure starts automatically. Functional escalation goes to senior engineers, hierarchical escalation to service delivery management, and major incidents are communicated directly to your IT lead. No surprises afterward.
Security-aware support
An external service desk gains access to your identities, endpoints, and data. That requires a security-by-design approach, not just an MFA checkbox.
Identity verification
Before taking any action, we verify the caller’s identity. Social engineering is one of the most common attack routes targeting service desks, so we treat it accordingly.
Audit logging
Every action our engineers take in your environment is logged: who, when, on which system, and for what purpose. Logs are searchable and can be integrated with your SIEM.
JIT privileged access
Our engineers do not have permanent administrator rights in your environment. Elevated access is granted temporarily through Privileged Identity Management, linked to a ticket and a time limit.
ISO 27001 and NIS2
Logging, access records, and process accountability are designed so you can use them in your own audits. Audit trails, evidence, and reports are available on request.
Continual Service Improvement as standard
Improving the service is an ongoing process. Each month, we report on ticket volume, SLA performance, the root causes of recurring incidents, and security events. Every quarter, we turn that data into concrete improvement proposals. Not isolated observations, but a structured CSI programme.
Trusted by IT leaders in the Netherlands
Your IT and security partner for Dutch organizations for over 25 years.
Broad coverage with centralized expertise
You get a single point of contact, backed by the strength of a regional presence and specialized hubs across the country. This allows you to benefit from local engagement and shared expertise.
FAQ
Frequently asked questions about service desk outsourcing
These are the questions organizations often ask us. Do you have another question?
Can't find your question?
No problem. Feel free to let us know what questions you have!
Our service desk follows ITIL processes for incident, problem, change, and request management. We are ISO 27001 certified, and our logging, access controls, and process accountability support audits under ISO 27001 and NIS2. On request, we provide audit trails and evidence for your own certifications.
Costs depend on the number of users, the required SLA—office hours or 24/7—and the scope: service desk only or fully managed IT. During an intake, we provide a transparent proposal based on your environment and priorities.
A help desk resolves individual incidents; a service desk is the central point of contact for all IT matters, including change management, reporting, and structural improvements. We provide a full-service service desk.
On average, between 4 and 12 weeks, depending on the complexity of your IT landscape. We start with an intake and transition plan so your team knows exactly what will change and when.
Yes. We work as an extension of your IT team, not as a replacement. You retain control of strategy and architecture; we take over operational delivery and first-, second-, and/or third-line support.
Microsoft—Microsoft 365, Entra, Intune, and Azure—is our strength, but we also manage multi-vendor environments. On the network side, we work with Palo Alto, Fortinet, and WatchGuard, and we support hybrid setups with on-premises Active Directory.
Outsourcing your service desk? Let’s start with a conversation.
