Servicedesk as a Service
We answer the phone for your company, help your customers and email on your behalf — entirely under your name. To the end customer we are an employee of your organisation. Temporarily during leave, sickness or peak periods, or structurally as permanent staffing of your servicedesk.
- White-label servicedesk: we work under your name, in your systems.
- 1st and 2nd line, in Dutch and English.
- Temporarily during leave, sickness or busy periods — or structurally as permanent staffing.
- Availability and escalation paths are agreed per client.
- We do not approach your customers for our own services. Set out in the contract.
Five ways companies deploy us
Most clients start temporarily and keep it going. Every form works with the same agreements; only the scope differs.
Holidays and leave
Your servicedesk stays reachable while your team is off. No queue building up until everyone is back.
Sickness and absence
In a small servicedesk, one sick employee hits hard. We can step in at short notice.
Peak periods
A migration, a rollout or a vendor outage. Temporary extra hands without hiring anyone.
Queue overflow
If your own queue fills up, calls come through to us. Your own team remains first choice.
Permanent staffing
We are your servicedesk, permanently. Your specialists focus on projects instead of the phone.
Your customer notices nothing
We answer with your company name, email from your domain and log in your ticketing system. We follow your procedures, your tone and your escalation paths. The end customer has no reason to suspect another party is on the line, and will not hear it from us.
At the start we define how we answer, what we resolve ourselves, when we escalate and to whom. Those agreements are on paper before the first phone rings.
- Phone, with your company name in the greeting
- Email from your domain
- Your own ticketing system
- Chat on your website or portal
- Teams or Slack, in your environment or the customer's
- Remote viewing on the user's workplace
We do not run off with your customers
You let another IT party talk to your customers. That calls for firm agreements, not a promise. Therefore:
- Non-compete: customers we support through you are not approached for our own services
- Confidentiality about your customers, rates and way of working
- You remain your customer's contracting party; we have no relationship of our own with them
- Data processing agreement for the data we process on your behalf
- We work in your systems, so you keep the full customer picture
- All communication runs through your channels and stays there
- Reporting per period: volume, lead time and what is going on with your customers
- Support with ISO 27001 and audits, so you can account for the supply chain to your own customers
From conversation to running along
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STEP 01Scope and form
Which channels, which hours, which support level, and whether it is temporary or structural deployment.
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STEP 02Agreements on paper
Non-compete, confidentiality and the data processing agreement. Before we get access.
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STEP 03Onboarding
Access to your systems, your customer list, your procedures and your escalation paths. Who is who, and what is and is not allowed.
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STEP 04Running along
We take calls under your name, resolve in the 1st and 2nd line and escalate as agreed.
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STEP 05Feedback
Periodic reporting on volume, lead time and recurring issues at your customers.
Frequently asked questions
Will our customers notice it is you?
No. We answer with your company name, email from your domain and work in your ticketing system. To the end customer we are an employee of your company.
Will you approach our customers?
No. Customers we support through you are not approached for our own services. We set that out in the contract, including a non-compete clause and confidentiality.
Do you work in our own ticketing system?
Yes. We work in the systems you already use, so your logging, reporting and SLA measurement stay in one place.
Can we engage you only when it is busy?
Yes. Temporary deployment during leave, sickness or peak periods is one of the usual forms, as is overflow when your own queue fills up. Structural staffing is also possible.
Which support level do you take over?
The 1st and 2nd line. We take calls, resolve what can be resolved and escalate according to your agreements when your specialists are needed.
In which languages does the servicedesk work?
Dutch and English. Availability and opening hours are agreed per client.
Peak, leave or structurally understaffed?
In half an hour we know whether this fits: which channels, which hours, and what is needed to work under your name.