Skip to main content

Field Service/Onsite

What new requirements and challenges arise for Field Service/Onsite?

Not every IT problem can be solved remotely. Hardware defects, workstation installations, network cabling, or complex on-site diagnostics require qualified personnel directly at the customer’s location.

At the same time, many companies lack the resources to ensure reliable, comprehensive on-site support—especially with distributed locations, rollouts, or short-term spikes in demand. This is precisely where a clearly organized field service model pays off: rapid availability, defined processes, and verifiable results—right where they matter.

Key challenges and
how we solve them

Access for technicians

Locations everywhere, technicians nowhere

How we help

Germany-wide field service, flexible and available at short notice

Rollouts

Rollouts descend into chaos

How we help

End-to-end management: logistics, scheduling, implementation, acceptance – clearly documented

Quality

Quality fluctuates

How we help

Trained technicians following SOPs, fully integrated into ITSM processes

Service Desk

Onsite operations run parallel to the Service Desk

How we help

Every assignment in the ITSM platform: ticket reference, status, seamless documentation

What do we do?

Our field service provides qualified IT technicians throughout Germany – for scheduled assignments as well as for short-notice on-site support. We handle installations, relocations, repairs, and workplace setup directly at the end user’s location – ensuring smooth IT operations at every site.

Detailed scope
of services

  • Onsite & Break/Fix: Troubleshooting on-site, diagnostics/repair (end devices/peripherals/printers), spare parts & standard exchange, escalation from the service desk
  • IMAC: Install/Move/Add/Change including rollout, relocations, upgrades, decommissioning with secure data erasure
  • Rollouts & Refresh: Large-scale rollouts, refresh programs (logistics/coordination), network/infrastructure installations, go-live/migration support
  • Managed Onsite: Resident engineer/technician days, proactive maintenance, VIP hands-on, site coordination with a local contact person

What makes our Field Service/Onsite so special?

Germany-wide coverage
With our own and permanently integrated technicians
Seamless integration
Into Service Desk and ITSM processes – with ticket reference and seamless documentation
Flexible scaling
For rollouts and peak demands
Standardized SOPs
For consistently high quality and reproducible processes
VIP support and resident engineer models
For increased availability on site
Experience in mission-critical environments
Even with complex, parallel rollouts

Trust through experience

For a well-known telecommunications provider, we are responsible for IT infrastructure lifecycle management in shops nationwide.

For an international hotel chain, we implemented 2,000 clients in less than four weeks – without interrupting ongoing operations.

For one of Germany’s largest airports, we provide workplace services – both landside and in the airside security area.

Schedule a consultation now

"*" indicates required fields

Consent

This site is registered on wpml.org as a development site. Switch to a production site key to remove this banner.