{"id":9759,"date":"2022-03-17T18:06:38","date_gmt":"2022-03-17T16:06:38","guid":{"rendered":"https:\/\/cosh.de\/1st-level-support\/"},"modified":"2022-04-22T13:19:59","modified_gmt":"2022-04-22T11:19:59","slug":"1st-level-support","status":"publish","type":"page","link":"https:\/\/cosh.de\/en\/premium-it-services\/user-services\/1st-level-support\/","title":{"rendered":"1st Level Support"},"content":{"rendered":"

1st Level Support Outsourcing<\/h1>\n<\/div>

Our 1st level support routinely assists you in solving occurring malfunctions and problems in a fast and uncomplicated way. With our corresponding knowhow and resources, we can support your IT department or take over its work directly. In 1st level we solve known malfunctions or frequently occurring problems. In 2nd level support, more complex IT problems on the customer side are solved by our technical experts.<\/p>\n<\/div>

Learn more about 1st level support<\/span><\/a><\/div><\/div><\/div>
<\/div><\/div><\/div><\/div>
<\/span><\/div><\/div><\/div>

What Is Supported at 1st Level<\/b> ?<\/h2><\/div>

First level support is implemented in the form of a service desk. The CosH service desk is the first central point of contact for customers. With the help of knowledge databases and known problems, most problems can often be solved here. If the problems become more complex or cannot be solved, they are delegated to 2nd level support.<\/p>\n<\/div>

Arrange consultation appointment online<\/span><\/a><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div><\/div><\/div><\/div>
<\/span><\/div><\/div><\/div>

What Is Supported at 1st Level<\/b> ?<\/h2><\/div>

First level support is implemented in the form of a service desk. The CosH service desk is the first central point of contact for customers. With the help of knowledge databases and known problems, most problems can often be solved here. If the problems become more complex or cannot be solved, they are delegated to 2nd level support.<\/p>\n<\/div>

Arrange consultation appointment online<\/span><\/a><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div><\/div><\/div><\/div>
<\/span><\/div><\/div><\/div>

What Is Supported at 1st Level<\/b> ?<\/h2><\/div>

First level support is implemented in the form of a service desk. The CosH service desk is the first central point of contact for customers. With the help of knowledge databases and known problems, most problems can often be solved here. If the problems become more complex or cannot be solved, they are delegated to 2nd level support.<\/p>\n<\/div>

Arrange consultation appointment online<\/span><\/a><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div>
<\/i><\/div>

Applications<\/h2><\/div>
<\/div>
\n

e. g. Microsoft Office and applications from the Windows environment <\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

User problems<\/h2><\/div>
<\/div>
\n

Receipt of user problems and central point of contact for support questions<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

RMA<\/h2><\/div>
<\/div>
\n

Warranty processing with manufacturers in case of defective hardware (also the customer’s hardware)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Hardware support<\/h2><\/div>
<\/div>
\n

for provided servers, clients & peripherals<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

network environments<\/h2><\/div>
<\/div>
\n

up to output management (no printers)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Maintenance services<\/h2><\/div>
<\/div>
\n

for network environments<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Installation tasks<\/h2><\/div>
<\/div>
of applications in the Windows environment<\/div><\/div><\/div>
<\/i><\/div>

Escalation to 2nd level<\/h2><\/div>
<\/div>
\n

if problem cannot be solved<\/p>\n<\/div><\/div><\/div>

<\/div><\/div>
Flow chart 1st level support (.PDF)<\/span><\/a><\/div>
<\/div><\/div><\/div><\/div><\/div><\/div><\/div>

What Are the Advantages of 1st Level Outsourcing?<\/h2>\n<\/div>
<\/i><\/div>

Fast help for small problems<\/h2><\/div>
<\/div>
No or low downtime of own employees due to technical problems<\/div><\/div><\/div>
<\/i><\/div>

Availability<\/h2><\/div>
<\/div>
\n

Pickup time or call answering in less than 20 seconds as well as extended service hours and on-call availability<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Knowhow<\/h2><\/div>
<\/div>
\n

Top trained IT staff available at all times and relief for your IT department<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Personal project manager<\/h2><\/div>
<\/div>
\n

Your personal contact who is familiar with your company processes<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Recognize training needs<\/h2><\/div>
<\/div>
\n

Based on our evaluations (support cases) we recognize weak points and training needs<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Support in German and English<\/h2><\/div>
<\/div>
\n

Qualified support for national and international locations (languages: German and English)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

No interruptions<\/h2><\/div>
<\/div>
\n

Reduction of downtimes by receiving support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Quality dimensions<\/h2><\/div>
<\/div>
\n

End user satisfaction through service quality (satisfaction surveys, trailer calls)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Billing accurate according to tickets<\/h2><\/div>
<\/div>
\n

Calculable and clear costs through tickets and time-accurate billing<\/p>\n<\/div><\/div><\/div>

<\/div><\/div><\/div><\/div>
Learn more about 1st level support<\/span><\/i><\/a><\/div><\/div><\/div><\/div><\/div>

What Are the Advantages of 1st Level Outsourcing?<\/h2>\n<\/div>
<\/i><\/div>

Fast help for small problems<\/h2><\/div>
<\/div>
No or low downtime of own employees due to technical problems<\/div><\/div><\/div>
<\/i><\/div>

Availability<\/h2><\/div>
<\/div>
\n

Pickup time or call answering in less than 20 seconds as well as extended service hours and on-call availability<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Knowhow<\/h2><\/div>
<\/div>
\n

Top trained IT staff available at all times and relief for your IT department<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Personal project manager<\/h2><\/div>
<\/div>
\n

Your personal contact who is familiar with your company processes<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Recognize training needs<\/h2><\/div>
<\/div>
\n

Based on our evaluations (support cases) we recognize weak points and training needs<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Support in German and English<\/h2><\/div>
<\/div>
\n

Qualified support for national and international locations (languages: German and English)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

No interruptions<\/h2><\/div>
<\/div>
\n

Reduction of downtimes by receiving support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Quality dimensions<\/h2><\/div>
<\/div>
\n

End user satisfaction through service quality (satisfaction surveys, trailer calls)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Billing accurate according to tickets<\/h2><\/div>
<\/div>
\n

Calculable and clear costs through tickets and time-accurate billing<\/p>\n<\/div><\/div><\/div>

<\/div><\/div><\/div><\/div>
Learn more about 1st level support<\/span><\/i><\/a><\/div><\/div><\/div><\/div><\/div>

What Are the Advantages of 1st Level Outsourcing?<\/h2>\n<\/div>
<\/i><\/div>

Fast help for small problems<\/h2><\/div>
<\/div>
No or low downtime of own employees due to technical problems<\/div><\/div><\/div>
<\/i><\/div>

Availability<\/h2><\/div>
<\/div>
\n

Pickup time or call answering in less than 20 seconds as well as extended service hours and on-call availability<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Knowhow<\/h2><\/div>
<\/div>
\n

Top trained IT staff available at all times and relief for your IT department<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Personal project manager<\/h2><\/div>
<\/div>
\n

Your personal contact who is familiar with your company processes<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Recognize training needs<\/h2><\/div>
<\/div>
\n

Based on our evaluations (support cases) we recognize weak points and training needs<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Support in German and English<\/h2><\/div>
<\/div>
\n

Qualified support for national and international locations (languages: German and English)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

No interruptions<\/h2><\/div>
<\/div>
\n

Reduction of downtimes by receiving support requests<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Quality dimensions<\/h2><\/div>
<\/div>
\n

End user satisfaction through service quality (satisfaction surveys, trailer calls)<\/p>\n<\/div><\/div><\/div>

<\/i><\/div>

Billing accurate according to tickets<\/h2><\/div>
<\/div>
\n

Calculable and clear costs through tickets and time-accurate billing<\/p>\n<\/div><\/div><\/div>

<\/div><\/div><\/div><\/div>
Learn more about 1st level support<\/span><\/i><\/a><\/div><\/div><\/div><\/div><\/div>
<\/div><\/div><\/span>

Your contact<\/b><\/h2><\/span>
<\/div><\/div><\/div><\/div><\/div>
<\/span><\/div><\/div>

Christian Wittwer<\/h2><\/div>
<\/div>
\n

Key Account Manager<\/span><\/p>\n

0911 \/ 477 595 15<\/p>\n

<\/div><\/div>
<\/a><\/a><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/div>
<\/div><\/div><\/div><\/div>
<\/span><\/div><\/div>

Caroline Gareis<\/h2><\/div>
<\/div>
\n

Vertrieb<\/span><\/p>\n

0911 \/ 477 595 18<\/p>\n

<\/div><\/div>
<\/a><\/a><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/div>
<\/div><\/div><\/div><\/div>
<\/span><\/div><\/div>

Manuel Wagner<\/h2><\/div>
<\/div>
\n

CEO<\/span><\/p>\n

0911 \/ 477 595 10<\/p>\n

<\/div><\/div>
<\/a><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/div>
<\/div><\/div><\/div><\/div><\/div><\/div>\n
<\/div><\/div>
<\/div><\/div><\/span>

Your contact<\/b><\/h2><\/span>
<\/div><\/div><\/div><\/div><\/div>
<\/span><\/div><\/div>

Christian Wittwer<\/h2><\/div>
<\/div>
\n

Key Account Manager<\/span><\/p>\n

0911 \/ 477 595 15<\/p>\n

<\/div><\/div>
<\/a><\/a><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/div>
<\/div><\/div><\/div><\/div>\n
<\/span><\/div><\/div>

Caroline Gareis<\/h2><\/div>
<\/div>
\n

Sales<\/span><\/p>\n

0911 \/ 477 595 18<\/p>\n

<\/div><\/div>
<\/a><\/a><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/div>
<\/div><\/div><\/div><\/div>\n
<\/span><\/div><\/div>

Manuel Wagner<\/h2><\/div>
<\/div>
\n

CEO<\/span><\/p>\n

0911 \/ 477 595 10<\/p>\n

<\/div><\/div>
<\/a><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/div>
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