Danish service desk

IT helpdesk and service desk

Danish service desk with a fixed team of specialists on phone, email, Teams and self-service portal. Response times are set in your SLA, and a high resolution rate gets employees back to work quickly.

In short

A service desk is your company's fixed entry point for IT help: one place where employees get problems with PCs, phones, networks, printers and applications resolved.

Every enquiry is registered, prioritised and followed through. A good service desk is measured in response time, first-contact resolution rate, and whether you talk to a human or a queue robot. MI Support IT runs a Danish service desk open Monday to Friday 07:00-17:00. Coverage beyond that depends on your SLA, and a 24/7 service desk comes with Enterprise.

Response times are set in your SLA with priorities P1-P4 and reported monthly. Support comes from the same specialists who know your environment, not an anonymous call centre. The service covers troubleshooting, user administration, onboarding of new employees and help with Microsoft 365. Every case is documented, so you can see what takes up time and where prevention can replace firefighting.

The service desk is part of a fixed agreement from DKK 249 per employee per month, with no long lock-in.

SLA priorities, response times reported monthly: P1-P4
User satisfaction (CSAT): 4.8 / 5
First-time resolution rate: ~85 %
Cases solved per year: +10,000

IT support

Professional IT support in everyday work. Ad hoc or a fixed service agreement, from new PCs to security and cloud.

Whether you need ad hoc support or a long-term service agreement, you get competent IT support. The service desk handles everything from setting up new computers and user administration to security improvements and cloud solutions.

Case flow

From request to resolved case. Four fixed steps, so you always know where the case stands.

Every case follows the same process, so you always know where it stands and when it is resolved.

1. Request

The employee contacts us by phone, email, Teams, SMS or the portal, whichever channel fits best.

2. Triage & prioritisation

The case is prioritised by your SLA (P1-P4) and assigned to the right specialist immediately.

3. Resolution

The case is resolved remotely, on-site or via vendor access (level 2/3), and the user is kept informed throughout.

4. Documentation & follow-up

The case is documented in the system, and we follow up to make sure the fix holds in everyday use.

What the service desk typically resolves. Eight case types that take up most of the working day in Danish businesses.

The concrete cases the service desk resolves every day for Danish businesses.

User provisioning & onboarding

New employees ready from day one with accounts, access and devices.

MFA & passwords

Help with two-factor, password resets and locked accounts, fast and secure.

Microsoft 365 & Teams

Outlook, Teams, OneDrive, SharePoint: The daily challenges are resolved here.

VPN & networking

Connection issues, VPN setup and network troubleshooting.

Printers & peripherals

Drivers, setup and troubleshooting for printers, scanners and displays.

Mobile & MDM

Email on mobile, MDM policies and setup of company devices.

Software installation

Installation, updates and licence management for the company's software.

Offboarding

Secure shutdown of accounts and handover of data when employees leave.

Skærmbillede af MI Support servicedesk-portal

IT support for every size. From 5 to 150+ employees, with capacity that follows your needs.

Whether you are a small or large organisation, you get flexible IT support. It brings peace of mind that employees have one place to call when something is not working. Read more about the flexibility below.

You choose the level. Core, Pro, Business or Enterprise, and a 24/7 service desk comes with Enterprise.

Capacity is adjusted to your needs, so you are covered to the extent you want, from ad hoc to a full agreement.

All-inclusive IT service

All IT support cases are resolved in one place, and your employees' IT challenges are handled by the same specialists.

Flexible coverage

Coverage is adapted to your needs, for example as a supplement to an internal IT department or with on-site support several days a week.

Level 2 and 3 support

Level 2 support is always included, and level 3 support with vendor access covers the most complex problems.

Several contact channels

Employees can reach the service desk via email, SMS, phone, Microsoft Teams and the self-service portal.

Support in several languages

Danish and English are supported as standard, other languages by agreement.

Easy reporting

You always get a full view of KPIs such as response times, resolution rate and backlog.

An integrated solution

Employees will not notice that IT support is outsourced. The service desk works as an integrated part of the organisation.

Mixed reality

Save time with Microsoft HoloLens 2, mixed-reality glasses that overlay digital information on the real world.

IT-specialist ved whiteboard med løsningsplan

SLA and priorities

A clear agreement when things are on fire. Four priorities, response times in your SLA, reported every month.

Cases are prioritised in four levels, so the most business-critical always come first. The specific response times per priority are agreed in your SLA and reported every month. The service desk is open Monday to Friday 07:00-17:00. Coverage beyond that and response times depend on your SLA, and a 24/7 service desk is part of Enterprise.

P1 · Critical (operations down)
P2 · High (many users)
P3 · Normal (single user)
P4 · Low (planned task)

Help on-site, online or remote. Remote across Denmark, on-site on Zealand and in Greater Copenhagen.

Every time an employee is stopped by a technical issue, the company loses time that should have gone into the work. Most cases are resolved remotely straight away. If the task requires a visit, we come out on Zealand and in Greater Copenhagen.

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Onboarding is included. Four steps from first meeting to go-live, typically in 2-4 weeks.

From the first meeting to go-live, the process is planned, so employees know what happens and when.

Book a no-obligation meeting

1
Discovery meeting
Business, IT landscape and pain points are mapped together with you.
2
Mapping
Systems, integrations and critical services are documented.
3
Setup
Support channels, SLAs, documentation and portal access are established.
4
Go-live
Fixed point of contact and ongoing follow-up from day one.

Fast help

Help when something is not working. The service desk takes the case, so you get back to work quickly.

Call, write or log the case in the portal, and a specialist takes over so you can get on with your work.

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Ofte stillede spørgsmål

It depends on your agreement. Some service agreements include the service desk at no extra cost, others may have fees for specific requests.

A helpdesk resolves the immediate technical problems users run into day to day. A service desk has a broader role: beyond support, it also covers monitoring, service administration, incident management and coordination across the IT organisation. The service desk is therefore a central service point with more responsibility than a traditional helpdesk.

You can reach the service desk via email, SMS, phone, Microsoft Teams or the self-service portal, whichever channel suits you best.

Response times are set in your service agreement (SLA) and reported every month. Cases are prioritised P1-P4 by business impact: Critical cases have the highest priority and are started before anything else, while requests and planned tasks are handled in the agreed order.

Pricing depends on the number of employees, coverage and which services you choose: Core from DKK 249 per employee per month, while Pro, Business and Enterprise are by agreement. Enterprise adds a 24/7 service desk and a named account manager. You get a quote based on your specific needs.

Yes. Many customers have an internal IT department where the service desk acts as an extension: peak loads, holidays, level 2/3 cases or specific technology areas.

A Danish service desk at your fingertips. Book a meeting and get a quote for the coverage that fits you.

Support for your employees, response times in your SLA and a price you know in advance.

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