Service Desk & User Support

Increase your productivity with 24/7 support from our service desk. Our frontline team uses advanced automation and standardized IT processes to respond faster, reduce costs, and resolve issues efficiently. Our virtual agents and AI chatbots reduce response times, and our multilingual IT professionals, using modern tools, provide reliable support. Choose Sii and enjoy stable and effective IT support.

OUR OFFER

1st Line Support

Business continuity ensured through 24/7 support

Our 24/7/365 first-line support helps you operate more efficiently thanks to standardized IT processes and automation, speeding up responses and reducing costs. With virtual agents and AI chatbots we cut reaction times from minutes to seconds and prevent problems before they occur. Our multilingual IT specialists handle user issues and service desk inquiries with advanced tools like VoIP, IVR, and VPBX for fast, reliable service.

Application Support

Expert support for maximum uptime

Our 24/7 application support ensures timely responses to your requests regarding business-critical software. With flexible service options and deep expertise, we manage numerous tasks simultaneously to the highest quality standards. We provide services according to the set SLAs and leverage ITSM systems to continuously monitor performance and ensure reliability to maintain customer satisfaction across all time zones.

Field Support 

Rapid onsite response

With an extensive branch network and several service points in major Polish cities, we reach our clients’ locations within a maximum of 2 hours. By providing 24/7/365 Break & Fix repairs, along with IMAC, Swap, Smart Hands, and full Data Center support, we prevent downtime and maintain your business continuity. Additionally, we manage office and plant relocations, as well as the purchase, configuration, and installation of essential IT equipment for your critical facilities.

INDUSTRY LEADERS TRUSTED US

SERVICE DESK & USER SUPPORT case studies

Effective resolving of IT issues with ITIL-based L1 24/7 support service

See how, with 24/7/365 IT support based on SLAs and measurable KPIs, Sii helped keep 3 500 employees of a global construction and industrial manufacturing leader running smoothly. Sii experts restructured a previously inefficient service by transforming it into a model that incorporated quality metrics, diversified communication channels, and implemented ITIL processes.

Improved quality and lower costs in IT support management with ITIL

Find out how Sii has increased productivity and improved business-IT communications for more than 6 000 end users of the leading US office products manufacturer. Sii's 24/7/365 services reduced incidents and improved business-critical ITIL processes necessary for standardized and quality-based service management.

Faster incident resolution through a joint IT Support Center for Europe

See how we streamlined the IT support services of a leading global provider of products and solutions for the construction industry. We created a common L1 support center in Polish, English, and German and implemented an ITSM tool to streamline workflows and align them with business needs. Consolidating support services in the hands of a single provider has shortened employee onboarding and streamlined the incident resolution process.

Seamless service desk support in six languages for Sudzucker

See how Sii optimized costs and improved the quality of IT support for Europe's largest sugar producer. The project improved user satisfaction with 24/7 L1 and L2 support services in the native languages of some 1 500 users in EMEA. It was run under a strict SLA/KPI regime, with up to 80% of requests resolved by L1 Support.

Effective resolving of IT issues with ITIL-based L1 24/7 support service

Improved quality and lower costs in IT support management with ITIL

Faster incident resolution through a joint IT Support Center for Europe

Seamless service desk support in six languages for Sudzucker

See all case studies

MEET OUR Service Desk & USer support TEAM

Yuliia Flinta

Team Leader

Julia’s responsibilities include tasks from various areas such as recruitment, client cooperation, and supporting Team Leaders in their everyday challenges. She organizes team integrations on a smaller and bigger scale, supports team members, and delegates tasks to support specialists working all over the country.

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Paweł Jargiło

Senior Delivery Manager

He conducts major remote user support IT projects. Paweł is responsible for Service Desk delivery and maintaining the highest quality indicators (SLA/KPI) during the projects. Physical activity, especially basketball, is his hobby. He enjoys it even more when he has a chance to play with his sons.

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Piotr Szczypa

Business Consultant

Piotr works in a team implementing IT support projects for multinational companies. His previous experience as a lecturer has honed his soft skills and provided him with valuable experience in an international environment. At Sii, Piotr is responsible for finding solutions to reported problems, maintaining documentation, and communicating with clients in Polish and English. Additionally, he helps new team members onboard, focusing primarily on developing their soft skills. In his free time, he enjoys riding on two wheels, whether it's a motorcycle or a bicycle.

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Bartosz Figura

IT Support Specialist

Bartosz started his work as an IT Support Specialist, helping users with their everyday problems with computer hardware and applications. Now, he is a Problem Manager. As such, he tries to find the root causes of requests and, together with specialists from individual departments, explains what is not working and how to fix it in the future.

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Get to know our experts

SERVICE DESK NEWS & PROJECTS

Sii becomes an official Acquia partner: Recognition of Sii expertise in Drupal solutions

Custom Field Manager: Sii’s first App is now available on Atlassian Marketplace

Sii once again teams up with Microsoft to support businesses in migrating to Windows 11

Sii becomes an official Acquia partner: Recognition of Sii expertise in Drupal solutions

Custom Field Manager: Sii’s first App is now available on Atlassian Marketplace

Sii once again teams up with Microsoft to support businesses in migrating to Windows 11

GET IN TOUCH

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Jarosław Lakutowicz

ITO Competency Center Director, Offering Lead

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Service Desk & User Support

Business continuity ensured through 24/7 support

Expert support for maximum uptime

Rapid onsite response

Effective resolving of IT issues with ITIL-based L1 24/7 support service

Improved quality and lower costs in IT support management with ITIL

Faster incident resolution through a joint IT Support Center for Europe

Seamless service desk support in six languages for Sudzucker

Sii becomes an official Acquia partner: Recognition of Sii expertise in Drupal solutions

Custom Field Manager: Sii’s first App is now available on Atlassian Marketplace

Sii once again teams up with Microsoft to support businesses in migrating to Windows 11

Sii becomes an official Acquia partner: Recognition of Sii expertise in Drupal solutions

Custom Field Manager: Sii’s first App is now available on Atlassian Marketplace

Sii once again teams up with Microsoft to support businesses in migrating to Windows 11

Jarosław Lakutowicz

Your message was sent successfully

Sorry, something went wrong and your message was not delivered

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What we do

Who we are

Career

News

Contact

Цей контент доступний тільки в одній мовній версії.
Ви будете перенаправлені на головну сторінку.