User Support
Fast, friendly, and reliable — wherever your users are.
The definition of good support is simple: When someone needs help, they get it quickly, from someone who knows what they are doing. That is User Support at Aginion in a nutshell.
We take responsibility for the daily IT experience of your team: Setting up new users, fixing problems, and keeping systems working day to day.
Some issues we solve remotely within minutes, others we handle on site when needed.
Everything is tracked and documented, enabling detailed reporting for SLA compliance and improving workflows.
With Aginion Servicedesk you get a support team that understands your environment, speaks your language, and takes ownership until things are working again.
On-Site and Remote Support
Wherever your users work — we are there to help.
Our support team provides both remote and on-site assistance across your offices and remote workforce:
- Secure remote-access tools for fast troubleshooting
- Scheduled on-site presence for hardware or connectivity issues
- Consistent support procedures across all locations
- Multilingual service for international teams
This hybrid model ensures minimal downtime and immediate response when your users need help.
User Onboarding and Offboarding
From equipment delivery to secure account removal — fully managed.
We handle the complete user lifecycle from setup to departure, ensuring your users do not experience delays and your data stays safe:
- New-user provisioning across systems, cloud, and MDM platforms
- Hardware preparation, shipping, and remote setup assistance
- Offboarding with account deactivation, data handover, and hardware retrieval
- Optional automation integrated into your HR or identity systems
Each process follows standardized workflows designed for traceability, security, and user satisfaction.
Servicedesk and Ticket System
Structured workflows for every request.
Our Servicedesk forms the central point of contact for all IT-related requests and incidents:
- Ticket creation by email, web-portal, phone call, or automation triggers
- Support for custom approval rules and multi-level approvers
- Categorization, prioritization, and escalation according to impact and SLA
- Integration with your internal systems for seamless task management
- Management dashboard showing realtime KPIs on reactivity and SLA-compliance
This ensures a clear, accountable process from request to resolution.
First Line of Support for Business Applications
Your users. Our expertise.
We act as the first point of contact for your cloud-based workplace environments:
- Microsoft 365: Outlook, Teams, OneDrive, SharePoint, and Entra ID assistance
- Google Workspace
- User permission management and MFA troubleshooting
- Device registration and synchronization support
- Azure resource access and subscription issue triage
Our certified technicians handle more than 90% of MS 365/Google Workspace user issues directly, reducing escalation time and improving user experience.
Reporting and Dashboards
Full visibility into performance and service quality.
Transparency is built into every aspect of our support operations:
- Periodic reports detailing ticket volume, response times, resolution metrics, and user feedback
- Overview dashboards for real-time service status
- KPI monitoring aligned with your SLAs and compliance objectives
- Continuous improvement reporting based on recurring issue analysis
You always know exactly how your IT-Support is performing — with data to back it up.
Custom SLAs
Service levels that match your business reality.
Together, we define and maintain clear Service Level Agreements (SLAs) tailored to your operational priorities:
- Configurable response and resolution times per request type or user group
- Priority definitions linked to business impact
- Guaranteed response windows for critical issues
- Monthly reviews and SLA reports
Our reactivity and escalation structure ensure that critical incidents are resolved within the shortest possible time.
Interested in more details or a custom quote?
We’ll listen, share ideas, and see whether our User Support fits your needs.
Choose your preferred format — Zoom, Teams, or Phone — and a time that works for you.