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Service desk

The Service desk is the beating heart of Tricore's service delivery. Although we strive for as few incidents as possible with a proactive approach, technical support is sometimes unavoidable.

general overview of the service desk

When that moment occurs, it is crucial that help is provided quickly, correctly and with expertise.


Therefore, the Service desk at Tricore is not a standalone island, but an integral part of our service delivery.

Clear communication and transparency

Good support does not stop at resolving a ticket.

Tricore places great importance on clear communication and transparency.


Responsible parties at our clients receive a monthly dynamic report, which explains the aspects below. This report provides insight into performance, workload, and trends, and serves as a valuable tool for follow-up and adjustment.




what support was provided




by which engineer




for which employee or department




with what type of intervention

Support for users and IT teams

Tricore supports both:


  • end users within organizations
  • internal IT teams


The support is always tailored to the organization and its operations, with clear agreements and responsibilities.

Depending on the context, the Service Desk can:


1.

Be contacted directly by users

2.

Act as an extension of an internal IT team​

3.

Take over specific tasks or escalations​

close up of a service desk employee who is on the phone

Availability tailored to your needs

By default, the Service Desk is available:


  • Monday to Friday
  • from 8 AM to 5 PM


For organizations with higher availability requirements, support hours can be customized, including 24/7 support if needed. This way, the Service Desk aligns with the reality of your organization, not the other way around.

Proactive where possible, reactive where necessary


Although the Service Desk is available for support, the goal is always to avoid problems before they have an impact.


The Service Desk therefore works closely with the monitoring and project team. This creates a continuous feedback loop that contributes to long-term stability and quality.

Service Manager leading an internal meeting

No call desk, but
direct expertise

When you contact Tricore, you immediately get an engineer with technical knowledge on the line.

​

  • no classic call desk
  • no long transfer processes
  • no long waiting times

​

This ensures quick analysis, accurate assessment, and efficient resolution of questions or problems. Context and knowledge are retained, significantly increasing the quality of support.​

Where this approach makes a difference

The Tricore Service Desk acts as an extension of the internal IT team, with direct access to technical expertise and knowledge of the environment. Through close collaboration with monitoring and project teams, context is retained and issues are handled more quickly and accurately.

Thanks to transparent reporting and insight into tickets, trends and workload, IT managers receive not only support but also valuable input to further optimize the environment. The Service Desk thus becomes more than a support channel. It is a structural link in the management and continuous improvement of the IT environment.

A well-functioning Service Desk ensures that employees are helped quickly and can continue their work without long interruptions. This has a direct impact on productivity and satisfaction within the organization.

By opting for direct access to technical expertise, without intermediaries or long waiting times, problems are resolved more efficiently and the impact remains limited. In combination with transparent reporting, the organization also gains insight into the support and can make targeted adjustments where necessary.


headshot of Account Manager Steph

Do you want to know how our Service Desk can connect with your organization and needs?

Contact us for an explanation of our support approach


headshot of Account Manager Steph

Do you want to know how our Service Desk can connect with your organization and needs?

Contact us for an explanation of our support approach