Operational Support
Operational support from NMS: 1st, 2nd and 3rd level for your IT department, with named contacts instead of tickets being passed on.
ISO 27001 · Microsoft Solution Partner
Operational Support Services
Operational Support for your business
Rely on dependable support for your IT department whenever questions and problems arise.
As part of IT Operational Support (IT Ops), our staff support both your IT team and all other employees. In doing so, they integrate seamlessly into your existing team and resolve issues, absorb peak loads or handle system administration.
This is one of our core competencies, allowing us to offer you a particularly high-quality and reliable service in this area.
Fast and competent help with issues
When technology or systems in a company cause problems, it can have severe and far-reaching consequences. IT outages sometimes paralyse entire production processes and lead to substantial losses. Operational Support helps you to resolve an issue as quickly as possible and restore functionality.
For efficient handling, Operational Support is split into 3 tiers
1st Level Support
When an IT issue occurs, please contact our Help Desk first. This represents the First Level Support, where you receive end-user support. Should the problem be relatively quick and simple to solve, helps our team by phone or, if required, on site.
In addition, 1st Level Support serves as an IT Service Desk and is thus a Single Point of Contact. This means: if the issue cannot be resolved immediately, our staff create a ticket for the responsible department, which then escalates it either to 2nd Level Support or to the manufacturer of the relevant hardware or software.
For you as a customer, this means that you only need to contact us once. Our competent service personnel take care of everything else.
2nd Level Support
If 1st level a request due to capacity constraints cannot anymore handle itself or if a higher level of technical qualification is required, it passes it on to 2nd Level Support.
Highly qualified staff work at this level and also have more time to solve your issues. If a solution is still not possible – for instance due to missing access rights – the team passes the ticket on to 3rd Level Support.
3rd Level Support
3rd Level Support deals with problems requiring particularly high specialist expertise or which are classified as business-critical. As our 3rd level support team is frequently involved in change processes, its staff are intimately familiar with customer systems and can react quickly and flexibly in such cases.
Each level resolves what it can. Only unresolved issues are escalated to the next level, so a single point of contact is sufficient.
Operational Support: Prevent problems to ensure smooth business processes
Even though problem identification (troubleshooting) and resolution are at the core of our work, we offer a range of services that eliminate many errors before they even occur. This includes meticulous planning. That is why, during the Proof of Concept (POC), we carefully evaluate your plans so that your IT department can implement the innovations smoothly.
An important tool for error prevention, for example, is the root cause analysis. Here, our support staff examine your entire system landscape to identify potential complications, before they lead to issues. In doing so, prevent you in many cases costly system failures.
Through efficient patch management, we keep your software up to date and thereby close security vulnerabilities. For frequently occurring service requests, we also look for solutions that your employees can easily implement themselves – for instance through a self-service portal.
We also support you with everyday challenges through our IT support. For example, you get assistance with failed updates, resolving incidents after a system changeover, or implementing apps and structures.
Boost efficiency in your business thanks to our Operational Support
Our Operational Support also assists you with the further development of workflows, task automations such as the user onboarding, or by providing templates for MS Teams and PowerApps.
Save a lot of time and rely when introducing modern technologies such as our Modern Workplaces concept on Operational Support from NMS. Here we support you, for example, in implementing an auto-deployment process in your company via Intune.
To ensure you always have an overview or can report a fault, we provide you with a support and ticketing system.
Our IT support team also assists you with licence orders for Microsoft products, such as Office 365, software from Adobe, or with telephony and its provisioning.
Availability, expertise, certifications: the foundations of our work
The availability of your system has a high priority in our work: the resolution of IT problems or the deployment of updates therefore frequently takes place during off-peak hours. For example, we perform these late in the evening, on weekends, or on public holidays when your internal staff do not need access to the platform and system.
In addition, you have the option for us to system landscape and infrastructure using monitoring according to selected criteria monitor and analyse. This allows us to proactively initiate protective measures, thereby preventing a system failure.
Flexibility sets us apart: our service teams take on tasks precisely when you need our services.
To ensure fast and reliable problem resolution, our Operational Support staff have many years of experience in system administration – including in large and complex IT environments. Regular training secures the quality of our services.
We are certified: As some problems require support from the hardware or software manufacturer alongside the help of our 3rd Level Support staff, our team holds all necessary certifications.
For example, we are certified as a Microsoft Solution Partner, as well as ITIL and PRINCE2. This allows us to ensure smooth collaboration with manufacturers.
Rely on NMS now for reliable and fast IT support.
What is the difference between Service Desk and Operational Support?
The Service Desk is the central point of contact for user requests (1st level). Operational Support additionally encompasses the operation, troubleshooting and administration of the underlying systems (2nd/3rd level).
Does NMS also provide short-term support?
Yes, for instance during staffing shortages, projects or acute incidents. From targeted troubleshooting to taking over ongoing IT operations, the service models are flexible.
What training courses does NMS offer?
Individually tailored training courses and workshops, from Microsoft 365 end-user training to administration topics, on-site or remote, hands-on rather than death by PowerPoint.
Topics in this area
Solutions in a new dimension.
One conversation is enough to find out where IT, Microsoft Cloud and AI can take real weight off day-to-day business.
Your contact: Jan Emmerich, Managing Director