Efficient Service Desk for Users and Sustainable IT Solution Support
We provide comprehensive 24/7 user support and reliable service with a strong focus on security and quality.
Reliable Support
- Effective, fast, and efficient user support. The Service Desk is available 24/7, 365 days a year
- Use of artificial intelligence (AI) enables fast information retrieval, process enhancement and communication improvements
- Sustainable service quality is based on know-how that is independent of individuals, ensuring stability and continuity
- Guaranteed response times and a direct link to Operations and Second Line Support enable rapid incident and problem resolution
- Reliable maintenance for complex IT problem resolution
- SLA-based support with clearly defined parameters
- A team separate from development, focused solely on maintenance and problem resolution
- ITIL-aligned service management with regular evaluations and reporting
Why Choose Unicorn for IT Maintenance & Support?
30+ years of experience, over 200 supported IT solutions
We provide long-term operation and support of critical systems for dozens of clients across various industries.
Skilled team with deep know-how
Our specialists effectively identify, analyze, and resolve technical issues and operational challenges.
Transparent and well-documented service
Support processes are fully traceable online, with regular reports and carefully maintained documentation.
High level of information security
Our services comply with standards such as ISO 27001 and protect systems in terms of confidentiality, integrity, and availability.
FIRST LINE SUPPORT
Service Desk – Fast and Efficient User Support
We provide effective and immediate assistance to users of information systems with solutions to known issues including the provision of alternatives.
Primary support is provided through the Service Desk, the first point of contact for users. The Service Desk is the central point for efficient and professional 24/7 user support. The main goal is to resolve requests and incidents quickly and systematically, ensuring greater operational efficiency and user satisfaction.
SECOND LINE SUPPORT
Long-Term Maintenance and Support
We guarantee solutions to problems arising from the use of an information system and provide support to deal with new and non-standard operation tasks.
Second Line Support provides comprehensive technical maintenance and administration of IT solutions, building upon First Line Support provided through the Service Desk. It handles incidents, problems, and development-related requests that cannot be resolved at the first point of contact.
Knowledge Base and Maintenance Documentation Powered by AI
Artificial Intelligence (AI) enhances the capabilities of the Service Desk, especially in the following areas:
- AI Chat Assistant for Operators helps operators search the knowledge base for articles, recommends solutions based on ticket content, and speeds up response time.
- Automatic Classification and Prioritization of Requests: AI analyzes ticket content and assigns it to the correct category or resolver.
- Identification of Recurring Incidents is based on patterns in historical data, AI suggests permanent solutions.
- Sentiment and Communication Quality Analysis enhances the user experience and provides training for operators.
When processing service data and incidents, we use AI tools for automated trend analysis, detection of recurring issues, and recommendation of permanent measures. AI also assists in generating overviews for service reports, for example, by identifying correlations between types of errors and system changes.
ADDED VALUE FOR THE CUSTOMER
Fully Managed Service Desk with Certified Quality and Operational Guarantees
- Continuous service availability
24/7/365 Availability of Service Desk Operators - Guaranteed Response Times
Providing First Line Support to users based on agreed-upon parameters - Communication in Major World Languages
The Service Desk ensures First Line Support in major world languages - Standardized Work Procedures
Certified procedures: ISO 9001, ISO 14001, ISO 20000-1, ISO 27001, and ISO 37001 standardized processes in compliance with ITIL - First Line Support Takeover
We can take over First Line Support for any service or information system. We have a comprehensive methodology for transition and extensive experience in takeovers. - Long-term Stable Services
Ensuring long-term services and the continuity of know-how within the team - Up-to-Date Knowledge Base throughout User Support Provision
The know-how necessary for First Line Support is maintained as a Knowledge Base that remains up-to-date and complete throughout the service - Regular Service Reports
Regular and structured client reports on activities conducted under the contract in a standardized format - High Level of Information Security
Our services are designed to ensure a high level of information security and to reduce potential risks.
Our Clients
FAQ: IT Support and Services – Service Desk, SLA, and IT Operations
Learn how a Service Desk works, how incidents are managed under SLAs, and how to ensure reliable, secure, and efficient IT operations.
What is a Service Desk and what is it used for?
A Service Desk is the central point of contact for users of IT systems, handling incidents, service requests, and support inquiries. It records, categorizes, and routes requests to the appropriate teams based on priority and type. This ensures faster response times, better communication, and stable IT operations.
How does a Service Desk work in practice?
A Service Desk receives requests through ticketing systems, phone, or other channels and classifies them based on priority. Simple issues are resolved immediately, while more complex ones are escalated to higher support levels. The entire process follows standardized procedures to ensure efficiency, transparency, and measurable service quality.
How fast can you respond to incidents?
Response times are defined in SLAs and depend on the severity and business impact of each incident. Critical incidents are handled with the highest priority to minimize downtime and disruption. Monitoring and structured processes ensure fast, consistent, and transparent responses.
What is an SLA and why is it important?
An SLA (Service Level Agreement) defines guaranteed service parameters such as response times, availability, and quality of support. It sets clear expectations and provides a framework for measuring service performance. With SLAs, IT support becomes predictable, transparent, and accountable.
What is the difference between first-line and second-line support?
First-line support handles common incidents and user requests at the initial point of contact. Second-line support focuses on more complex technical issues, system maintenance, and development. This structure ensures both fast resolution of simple issues and high-quality handling of complex cases.
How much does IT support cost?
The cost of IT support depends on the scope of services, SLA requirements, and system complexity. Costs can be optimized through automation, efficient incident management, and knowledge base usage. Transparent reporting and continuous evaluation also help manage long-term costs.
Why outsource IT support and services?
Outsourcing IT support allows companies to focus on core business activities while leveraging expert teams. It improves efficiency, ensures 24/7 availability, and helps optimize costs. It is particularly beneficial for organizations with complex IT environments.
How is AI used in IT support and Service Desk operations?
AI is used for ticket classification, knowledge base search, and identification of recurring incidents. It improves response speed, prioritization accuracy, and communication quality. It also supports data analysis and helps identify long-term improvements in service processes.
Interested in learning more about our approach and expertise in maintenance & support?
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