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First and second line of IT support

Are recurring IT issues frustrating your employees and reducing their productivity? Provide them with immediate, intelligent support that resolves issues before they get annoyed.

Service Description

Fast and efficient technical support is the key to the productivity and satisfaction of your employees.

Our first and second line support service (L1/L2 Helpdesk) is an integrated part of ALL our managed services.

We combine our proven ITSM platform – ManageEngine ServiceDesk Plus – with our private, in-house AI GPT model (enhanced by RAG) to deliver rapid response, intelligent automation, and efficient problem solving.

This is modern enterprise-class support that really relieves your team (if you have one) and significantly increases end-user satisfaction.

First Line (L1): Quickly resolve common issues (often automatically via AI or knowledge base), professionally register, and classify all tickets.

Second Line (L2): Advanced diagnostics and troubleshooting of more complex problems by our experienced technicians.

Benefits for your business

Rapid Response and Significant Reduction in Time to Resolution (MTTR)

• Automate ITSM and AI ticket acceptance and categorization for instant registration

• Instant solution suggestions from an extensive knowledge base and AI, significantly reducing diagnosis and repair time

• Faster problem resolution (low MTTR), minimizing costly employee downtime

Intelligent Support Based on AI and Always Up-to-Date Knowledge Base

• Using our private AI GPT model with RAG to accurately suggest solutions to support technicians and directly to users

• Self-service capability for users with an interactive AI chatbot and an easy-to-access knowledge base, reducing simple tickets

• Continuous AI learning and automatic enrichment of the knowledge base based on solved problems, ensuring it is up-to-date

Structured, Transparent and Optimized Service Process

• Centrally manage all tickets in a professional ITSM system (ManageEngine ServiceDesk Plus), ensuring full history and control

• Intelligently escalate tickets to L2 only when necessary, optimizing the use of support team resources

• Monitoring of key indicators (SLA, response time, user satisfaction) and continuous improvement of the support process based on data

Constant Availability and Proactive Approach

• Extended hours or 24/7 support (depending on individual arrangements and SLA)

• Automatic notifications and transparent tracking of ticket status for users, building trust

• Potential to proactively identify and mitigate recurring problems in your IT environment before they become widespread

Optimization of Support Costs and Increased Team Efficiency

• Significant reduction in simple, repetitive technician-handled tickets through automation and self-service

• Reduce the mean time spent on each ticket, increasing team throughput

• Better use of your IT team's time and competencies (if any) so they can focus on more strategic and complex tasks

Scope of service

First Line of Support (L1)

Registration, classification and prioritization of incoming tickets through various channels (phone, email, self-service portal)

Providing immediate, relevant answers based on the knowledge base and AI suggestions (chatbot, hints for L1 technician)

Solving basic, most common user issues and queries (e.g., password reset, access issues, simple software setup)

Handling requests in accordance with ITIL standards and defined SLA procedures

Second Line of Support (L2)

In-depth diagnostics and solving more complex technical problems (hardware, software, network, security)

Analysis of system logs, use of advanced diagnostic tools and remote support

Precise escalation of expertise-related issues to third line support (L3) or third-party vendors

Implementing permanent solutions (workaround vs permanent fix) and documenting new knowledge in the database

Ticket Management and Reporting (in ManageEngine ServiceDesk Plus)

Complete traceability of the lifecycle of each ticket from registration to user-confirmed closure

Monitoring and reporting compliance with agreed service levels (SLAs) and key performance indicators (KPIs)

Analyze ticket data (trends, top issues, team workload, user satisfaction) to identify areas for improvement

The use of AI and Automation of the Support Process

Automatic solution suggestions for technicians and users based on our private AI GPT model and the RAG, analyzing our knowledge base

Intelligently classify and route tickets to the right teams or technicians based on the content of the ticket

Automatically create and update knowledge base articles based on successfully resolved tickets

Who is this service for?

This service is an integral part and added value of our comprehensive IT management services. It brings measurable benefits to customers who:

They expect fast, effective and modern technical support for their employees that really solves problems

They need a structured, transparent and measurable IT ticket handling process, in line with best practices

Want to reduce recurring IT issues and minimize downtime due to technical issues

They strive to increase the efficiency of the support department (internal or external) while optimizing costs

Ready for IT that really supports your business, instead of holding it back?

In a dynamic digital world, professional IT is no longer an option, but a necessity.

Book a meeting

Case studies

Ecocem

Ecocem – an international leader in the production of ecological building materials, with plants and offices in several European countries (Ireland, the Netherlands, France).

Shipyard

A European, innovative manufacturing company (shipbuilding/yacht industry), founded in 2019, which has become one of the market leaders in a few years.

Agrego

Agrego – a Polish provider of specialized software (SaaS) for the agricultural sector, supporting the management of farms, producer groups and agricultural consulting.

Critical Infrastructure Security Provider

A key public sector institution in Poland, responsible for the development and maintenance of modern, secure digital services for central and local government administration.

Technological partners

Are you already using the full potential of your IT?

Make an appointment for a free consultation and see for yourself:

How our IT solutions work
How you can save time and costs
What sets us apart from other providers on the market

Krzysztof Gregorczuk

Growth Manager

+48 607 560 581

[email protected]

Book a meeting

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The administrator of your personal data obtained in connection with correspondence and established contact is 5ip sp. z o.o., KRS 0000916618. Your personal data will be processed solely to the extent necessary for conducting correspondence and for purposes resulting therefrom. More information on the processing of personal data can be found in the Privacy Policy.

Headquarters

5ip sp. z o. o.
Augustów (16-300),
ul. J. Chreptowicza 13 lok. 11

Registration Data

NIP: 8461669811
REGON: 389706247
KRS: 0000916618

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First and second line of IT support

Service Description

Fast and efficient technical support is the key to the productivity and satisfaction of your employees.

Benefits for your business

Rapid Response and Significant Reduction in Time to Resolution (MTTR)

Intelligent Support Based on AI and Always Up-to-Date Knowledge Base

Structured, Transparent and Optimized Service Process

Constant Availability and Proactive Approach

Optimization of Support Costs and Increased Team Efficiency

Scope of service

First Line of Support (L1)

Second Line of Support (L2)

Ticket Management and Reporting (in ManageEngine ServiceDesk Plus)

The use of AI and Automation of the Support Process

Who is this service for?

This service is an integral part and added value of our comprehensive IT management services. It brings measurable benefits to customers who:

Ready for IT that really supports your business, instead of holding it back?

In a dynamic digital world, professional IT is no longer an option, but a necessity.

Case studies

Ecocem

Shipyard

Agrego

Critical Infrastructure Security Provider

Technological partners

Are you already using the full potential of your IT?

Make an appointment for a free consultation and see for yourself:

Krzysztof Gregorczuk

Growth Manager

Headquarters

Registration Data

IT Services

Site map

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