Service Desk – Fast. Skilled. Solution-focused.

Beyond a helpdesk – your trusted partner for seamless IT.

The Service Desk of adesso as a service GmbH is your central IT point of contact – reliable, scalable, and tailored to your specific requirements. As an ISO 27001-certified Managed Service Provider, we deliver comprehensive support services that go far beyond the traditional helpdesk – structured, flexible, and transparent.

Our portfolio – how we empower your business

Our Service Desk services act as the direct communication interface between your employees and our expert teams. Whether it’s logging, processing, or tracking incidents and service requests – we ensure smooth IT operations. And if required, we provide around-the-clock availability with 24/7 support.

A structured support process ensures efficiency

We classify and prioritize incoming requests, analyze root causes, and initiate targeted solutions. Recovery times, response objectives, and communication channels are jointly defined in a customized SLA.

Our support levels cover every requirement

From quick first-level support for everyday requests to in-depth second-level analyses and specialized third-level support for complex infrastructures and applications – our team is always ready to assist.

Reach us with your requests in the way that suits you best

Via ticketing system, phone, email, or through monitoring and alerting mechanisms. Optionally, we provide you with a central point of contact (SPOC) who coordinates your requests and manages escalations efficiently.

IT Service Management – based on proven standards

Our services are built on ITIL-compliant processes and cover incident, change, problem, and request management. With individually tailored service hours, an intelligent knowledge base, and transparent reporting, we create a sustainable and traceable support structure. This not only ensures fast assistance but also drives continuous improvement.

adesso as a service GmbH Service Desk

Your advantage – our Service Desk in action

Our Service Desk creates real added value for your company:

Efficient problem solving through structured processes and well-trained expert teams
Flexibility and scalability, e.g. for rollouts or seasonal peak loads
Customized SLAs and transparent cost models
Smartshore support through international German- and English-speaking teams
Seamless integration into your existing IT landscape

Transparency from the very beginning – our pricing models

Our Service Desk offerings give you full flexibility – including in billing:

Flat-rate model: Predictable costs for defined services and fixed times
Contingent model: Billing based on ticket volume or effort
Time & material: Per-minute billing for variable demand
Individual: Tailored solutions for complex or hybrid setups

Even during the transition phase, we lay the foundation for smooth operations – with structured knowledge documentation, alignment of all organizational interfaces, and the establishment of efficient communication channels.

Retail & Commerce

International 2nd-level application support for two critical systems – including incident management, proactive monitoring, and rapid troubleshooting. Delivered as a managed service with clear SLAs to ensure high service quality.

Deichmann SE

Our Service Desk supports internal IT with rollouts, migrations, and daily operations. We handle support requests, resolve issues quickly, and relieve IT teams – flexible, reliable, and tailored to your needs.

Public Sector

A central Service Desk serves as the single point of contact for business and technical inquiries. Through ticket management and defined SLAs, resources are relieved, and service quality is enhanced. Scalable processes enable flexible adaptation to new requirements.

Let’s connect

Do you want to make your IT support more efficient, scalable, and reliable? Then let’s develop a support model together that fits your exact needs – customized, secure, and future-oriented.

Florian Wolf
Senior Business Development Manager
Florian.Wolf@adesso-service.com