Mann am Arbeitsplatz mit PC

First level IT-support

Your IT team focuses on strategic projects. We take care of day-to-day IT support.

First Level Support that relieves your IT team

Recurring IT requests such as password resets, printer issues or VPN disruptions consume time and resources every day. At the same time, employees expect fast and reliable support so they can continue working without lengthy interruptions. 

As a Microsoft Solutions Partner, we provide your First Level Support in accordance with ITIL as an integral part of your IT operations. This gives your employees a central point of contact for everyday IT issues while your internal IT team gains more time for digitalization, infrastructure and security.

Relieve your support team
Frau steht am Arbeitsplatz am PC

Three principles for a Service Desk that makes a noticeable difference in everyday operations

Resolve issues directly at first contact

We handle known incidents and standard requests directly during the initial contact. This reduces escalations, shortens downtime and relieves your internal IT team.

Full transparency for every ticket

Every support case is documented throughout its entire lifecycle. Your employees receive clear status updates, and your IT team always has a complete overview.

Build knowledge instead of repeating requests

Together, we create a central knowledge base for recurring issues. This increases the first-contact resolution rate and makes support processes more efficient over time.
roter Hintergrund mit Punkten

First Level Support services and service hours

Your employees can reach us by phone, email or ticketing system. Every request is recorded, prioritized and processed in accordance with ITIL processes.

Scope of services

  • Receiving, categorizing and resolving IT support requests (not just catch & dispatch)

  • Support in German and English

  • Creation and maintenance of a structured knowledge base

  • Support with the rollout of new applications and tools

  • Tracking open support cases through to resolution

Service hours

  • Monday to Friday, 7:00 a.m. to 6:00 p.m.

  • Optional: 24/7 on-call support for prioritized support cases and catch & dispatch

Tool-independent

We integrate with your existing ticketing system, for example ServiceNow, Jira, Matrix42 or TOPdesk, or provide a suitable platform if required.

Why companies outsource their IT support to novaCapta

Flexible First Level IT Support that relieves your team

Uhr Icon

Targeted relief for internal IT resources

As the Single Point of Contact, we handle the entire initial processing of support requests. Your IT specialists are only involved from the Second Level onwards, with all relevant information already included in the ticket.

Headphone Icon

Dedicated contacts instead of an anonymous call center

Your support team at novaCapta knows your IT environment, your processes and your employees. This results in faster resolutions, less friction in support and a more personal collaboration.

Microsoft Icon

Microsoft expertise

As a Microsoft Solutions Partner, we resolve tickets related to Microsoft 365, Azure and Windows. For more complex issues, our specialized consulting teams are involved.

IT support with clear processes, certified quality and high security

Our service team works according to the ITIL framework and follows standardized processes for Incident Management, escalation and reporting. 

novaCapta is certified according to ISO 27001, ISO 9001 and ISO 27701. Regular training ensures that our team remains familiar with the latest Microsoft technologies and security requirements.

ISO Zertifizierungen + ITIL

Frequently asked questions about First Level Support

Which IT systems and applications are covered by First Level Support?

As a Microsoft partner, we resolve tickets related to Microsoft and Azure. In addition, we have expertise in a wide range of other IT systems. In current customer projects, we also support SAP, networking and communication solutions, among others.

Does novaCapta work with our existing ticketing system?

Yes. Whether JIRA, TOPdesk or Matrix42, we are able to work with any user help desk tool. If we are not yet familiar with your system, we will learn it thoroughly.

What distinguishes novaCapta from traditional help desk providers?

As an award-winning Microsoft partner, we do more than resolve standard IT requests. We bring in-depth expertise in Microsoft 365 and Azure. Our First Level Support goes beyond catch & dispatch: we resolve around 50% of all requests directly during the initial contact.

Does novaCapta also provide Second and Third Level Support?

Yes. Our managed services portfolio covers all support levels. Details of our full range of services can be found on our Managed Services overview page.

First Level Support for your business

My team and I look forward to hearing from you.

Portraitbild von Sebastian Nipp, novaCapta

Sebastian Nipp

Head of Cloud Operations & Security

Managed Services & Managed Support
Service

Managed Services & Managed Support

Our Managed Service Team of specialists will relieve your IT department. We ensure that you can work more efficiently, reliably and quickly
Blog 9/14/22

Knowledge Management using Obsidian

You want a reliable tool which is easy to use, extendable and adaptable to your personal needs? Meet Obsidian.
Logo Armacell
Referenz

Bundled expertise for fast mail migration to M365

Together with novaCapta, TIMETOACT supports Armacell as a Managed Service Partner for a successful mail migration ► Read Success Story now
Referenz

Support for IBM software licenses and ILMT for GLS

TIMETOACT takes over the support of the ILMT for GLS IT Service GmbH, assists with the compliance of license requirements and advises on questions regarding licensing and license acquisition.
Referenz

Managed service support for central platform stability

To ensure the quality, availability and performance of the platform at all times, TIMETOACT supports N-ERGIE as a managed service partner.

Referenz

Managed service support for optimal license management

To ensure software compliance, TIMETOACT supports FUNKE Mediengruppe with a SAM Managed Service for Microsoft, Adobe, Oracle and IBM.
Service 9/12/22

Managed Services – Your operation & support for Atlassian

catworkx Managed Services: Expert support for Atlassian tools, ensuring smooth operation, optimized workflows, and continuous improvement for your teams.
Kompetenz

Green IT: Your Status Quo Assessment for Sustainable IT

IT sustainability: Efficient resource use, reduced energy consumption, and extended device lifespan for lower CO2 emissions and costs.
Titelbild zur Referenz IAM von Otto Gruppe
Success Story

IAM Solution for Otto Group IT

The Otto Group implements a complex user lifecycle with a high degree of customization and automation, aimed at productivity and rapid employee integration.
Branche 9/5/25

Future-Proof IT for Financial Services

We combine AI, modern architectures and regulatory security – for resilient strategies and competitive advantages in the financial sector.
Übersicht 11/7/25

Technology partnerships for powerful IT solutions

ATVANTAGE relies on strong partners and state-of-the-art technologies to offer the right solution for every requirement.
Service

Change management and adoption for IT

Successful change management for your IT project: we create acceptance, empower employees and ensure new technologies are used effectively.
novaCapta: Ihr Partner für die digitale Transformation mit Microsoft Technologien
Service

Managed services for reliable IT operations

Outsource IT support and operations as needed: novaCapta provides ITIL-compliant managed services for Microsoft 365, Azure, security and endpoints. Get expert advice.
Support Google Cloud Hilfe
Leistung

CLOUDPILOTS Support

Here you can find all contact details for our support. We love to help!
Service 8/8/22

Premier Support

Direct 24/7 support from experienced support staff and in combination with the proven catworkx support.
Referenz

Mix of IASP & ILMT support for optimal license management

UTA resorts to proactive management of the license inventory (IASP) by TIMETOACT. In this way, TIMETOACT will ensure compliance-compliant use of the ILMT as part of license management.
Blog 12/7/22

State of Fast Feedback in Data Science Projects

DSML projects can be quite different from the software projects: a lot of R&D in a rapidly evolving landscape, working with data, distributions and probabilities instead of code.

Webcast

First Tuesday 04.03.2025

Rewatch webinar!
Webcast

First Tuesday 05.11.2024

Rewatch now!
Webcast

First Tuesday 10.12.2024

Next XMAS special: December 2025 🎄🎅

Bleiben Sie mit dem TIMETOACT GROUP Newsletter auf dem Laufenden!