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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
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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.
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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

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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.

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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.

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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.

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Sebastian Nipp

Head of Cloud Operations & Security

novaCapta: Ihr Partner für die digitale Transformation mit Microsoft Technologien
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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.
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Success Story

Windmöller & Hölscher: All-inclusive managed services

Windmöller & Hölscher has been using novaCapta’s managed services for 10 years. This has not only provided them with additional specialist expertise, but also enabled them to adjust their resources.
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Managed SOC for your Microsoft Environment

Use a Microsoft-based managed SOC to detect threats early, respond to incidents in a targeted manner, and reduce the burden on internal resources.
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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.
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Success Story

MEYLE AG: Comprehensive support with Managed Services

With a bespoke managed services contract and user-focused solutions such as the Intune Support Forum, MEYLE benefits from seamless IT support.
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Overview of our IT Consulting & Microsoft Services

Strategic IT consultancy – your specific requirements are at the heart of everything we do! See all of our IT services and solutions in an overview
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Success Story

Banijay: Good Times with Managed Services

Following the centralisation of the Banijay Germany companies, the subsidiary Good Times needed a partner capable of optimising its error-prone database and maintaining it in the long term.
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Our SharePoint-based intranet offerings

In the digital workplace, efficient communication platforms are essential to business success. SharePoint Online provides the perfect foundation for powerful intranets.
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Artificial Intelligence Consulting

Our team will support you every step of the way, from the initial analysis and identification of use cases right through to the successful and secure implementation of your AI solution.

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Legal matter management in Microsoft 365

The Legal Matter Hub brings together matters, deadlines, documents and collaboration in Microsoft 365, supporting legal departments with structured processes and AI features
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Data Management & Data Science Consulting

With our data consulting solutions, we help you unlock the full potential of your data: from analysis and forecasting to process optimisation and successful AI projects
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Plan your Confluence migration

With our novaCapta migration tooling, files, spaces and chats from Atlassian Confluence can be migrated largely automatically into your Microsoft 365 landscape.
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Migrate from Google Workspace to Microsoft 365

Are you using Google Workspace and would like to learn more about Microsoft 365 as an alternative? Or are you already planning the switch? Whatever your situation, we advise and support you.
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Migration from HCL Domino/Notes & HCL Connections to M365

Your path from HCL Connections and HCL Domino/Notes to M365: together, we develop the right target systems in M365 for your needs, ensure a smooth transition and always keep your users in focus.
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Microsoft 365 License Consulting

M365 is constantly evolving, with new features, license plans and price adjustments. We help you keep an overview and get the most value from your M365 licenses.
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Custom AI Solution

We specialise in developing customised AI solutions. We would be happy to advise you on use cases, as well as on the design and development of your bespoke AI agent or GPT model.
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Build successful knowledge management

We support you with our expertise in creating a dynamic knowledge platform that is optimally tailored to your company.
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Digital Workplace: Effective Collaboration with M365

We support companies in the strategy, implementation, migration and optimization of Microsoft 365 as a digital workplace, with structure, security and practical relevance.
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SharePoint on-prem migration

With our expertise and the novaCapta Migration Manager, we migrate your data securely and quickly from SharePoint on-prem to Microsoft 365.
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Cloud Strategy & Cloud Transition

We’ll guide you through your cloud strategy, roadmap, and transition so you can evolve your IT to the cloud in a secure, structured, and future-proof manner.