Workstations
Windows, macOS, browsers, applications and common user issues.
IT outsourcing
IT outsourcing and business technical support 24/7
We organise an external Service Desk for your employees. We configure a ticketing system, provide L1 / L2 / L3 specialists, agree an SLA and handle day-to-day IT requests.
Your external IT department
One point of contact for employee IT requests, with tickets, specialists and an SLA.
AV Group IT outsourcing provides remote technical support for your employees and corporate digital services. We organise requests, assign them to the right specialists and oversee their resolution.
Employees do not have to find out who handles email, CRM access, VPN, software or their work account. Each request enters one Service Desk and receives a priority and an owner.
IT outsourcing can replace your internal first-line support or work alongside your existing IT specialist.
What we support
Everyday employee IT requests in one Service Desk
Corporate mailboxes, connection, configuration, access and common errors.
User accounts
User creation, password recovery and access management.
VPN and access
Remote access, VPN, corporate systems and connection troubleshooting.
Business software
Installation, configuration and assistance with employee applications.
Cloud services
Microsoft 365, Google Workspace and other workplace SaaS services.
CRM and internal systems
Access, user issues and assistance with corporate services.
Employee onboarding
We create accounts, assign access and prepare the digital workspace.
Service Desk
All employee requests in one ticketing system
Replace scattered chats and private messages with a transparent process for handling IT requests.
01
One point of contact for IT requests
02
Ticket categories and priorities
03
Assignment to the responsible specialist
04
SLA monitoring
05
Request and resolution history
06
Statistics and reporting
Support tiers
The right specialist for each level of complexity
First line
Most everyday employee IT requests.
Passwords User accounts Email VPN Software installation Work applications
Second line
More complex issues with corporate services and the user environment.
CRM Corporate services Access policies Complex software issues Integrations Incident escalation
Expert support
Specialist system tasks and improvements to the corporate digital environment.
Service architecture Automation APIs and integrations Complex incidents Permissions and security Technical consulting
24 / 7
Critical IT issues do not always follow office hours
For companies that need round-the-clock support, we offer a separate 24/7 arrangement. Critical requests are accepted outside standard business hours.
24/7 acceptance of critical requests
P1–P4 prioritisation
Escalation to the right specialist
SLA under the agreed plan
Specialist cover
Incident history and monitoring
P1
Critical
The issue prevents a group of employees or a critical business process from working.
P2
High
An important service is not working correctly, but a temporary workaround is available.
P3
Normal
A user issue without critical impact on company operations.
P4
Scheduled
Configuration, access changes, software installation or another planned IT task.
Your external IT department
A team of skills, beyond a single specialist
User issues vary in complexity. We assign each request to a specialist with the appropriate expertise.
Service Desk / HelpDesk
First-line specialists
Second-line specialists
Integration specialists and developers
IT architect
Automation specialists
Getting started
How we introduce IT outsourcing to your company
Review your processes
We identify users, services and common requests.
Document the environment
We list corporate services, software and access requirements.
Configure tickets
We create categories, request channels and routing rules.
Agree the SLA
We define priorities, procedures and escalation rules.
Launch support
Employees start using a unified IT Service Desk.
Digital workplace
Support for your employees' digital workspace
A modern workplace combines cloud services, business software, accounts and access systems.
We help employees use them reliably and help the company manage user onboarding and offboarding centrally.
Plans
IT outsourcing prices
IT Support Start
from €300 / month
Up to 10 users Support during business hours Service Desk Basic user requests Accounts and access
IT Support Business
from €500 / month
Up to 25 users Service Desk L1 / L2 support Corporate services Procedures and SLA
IT Support 24/7
from €900 / month
Up to 50 users Service Desk L1 / L2 / L3 24/7 critical requests Custom SLA
IT Outsource Corporate
from €1,500 / month
Custom number of users Service Desk L1 / L2 / L3 Extended SLA Reporting and ongoing improvements
Working model
An external IT department and one in-house specialist offer different models
Expertise
One specialist is limited to their own specialisation.
AV Group:
L1 / L2 / L3 support and a range of technical skills.
Cover
Holidays or illness directly affect availability.
AV Group:
requests do not depend on one person.
Requests
Often received through messengers and private messages.
AV Group:
a centralised Service Desk.
Monitoring
Task history depends on internal processes.
AV Group:
tickets, priorities, SLA and reporting.
Scaling
Higher workloads require recruitment.
AV Group:
your support arrangement can expand.
Who it is for
IT outsourcing for companies that need structured employee support
Offices
One channel for everyday employee IT requests.
Remote teams
Employee support regardless of location.
E-commerce
Assistance for office staff, managers and digital specialists.
Agencies
Support for workplace services, access and business software.
Clinics
Support for employees and their digital services.
Distributed companies
One Service Desk for multiple teams.
Companies without an IT department
A complete remote first-line support service.
Companies with an IT specialist
We handle user requests and free up your internal team.
Business IT outsourcing lets you entrust everyday employee technical support to an external team. Your company gains a Service Desk, a clear request process, an SLA and a history of IT resolutions.
Remote employee IT support covers workstations, corporate email, accounts, VPN, cloud services, CRM and user software.
For companies with a high volume of daily requests, we organise a complete Help Desk and Service Desk. Every request is recorded, prioritised, assigned to a specialist and tracked through to resolution.
Where needed, we provide 24/7 IT support for critical requests. Response levels and escalation procedures are defined in a custom SLA.
For tasks beyond user support, AV Group can provide IT architecture , integrations and CRM and automation .
Websites and online stores have a separate service for website technical support .
FAQ
IT outsourcing questions
Before launch, we define the number of users, corporate services, common requests and required support availability.
What does IT outsourcing include?
Remote employee support, a Service Desk, accounts, email, VPN, business software, cloud services and user IT issues.
How do employees contact support?
We organise one point of contact through a Service Desk. Each request becomes a ticket with a category, priority and assigned specialist.
Can you provide 24/7 support?
Yes. Round-the-clock support is available for critical requests. Specific response terms are defined in the SLA.
What is an SLA?
An SLA defines the support rules: request categories, priorities, escalation procedures and agreed response times.
Do you support Windows and macOS?
Yes. Support can cover Windows and macOS workstations, installed software, browsers and cloud services.
Can we keep our in-house IT specialist?
Yes. AV Group can work alongside your internal IT team. For example, our Service Desk handles user requests while your specialist focuses on corporate projects.
Do you support remote employees?
Yes. The service is designed around remote technical support, so employee location does not have to be a constraint.
How is the price calculated?
Pricing depends on user numbers, services, request volume, support tiers and whether 24/7 support is required.
Employees need IT
that simply works.
Discuss IT outsourcing
