Give your company a competitive edge with Runway full-spectrum IT support services. We combine excellent service quality and outstanding cost-performance ratios with complete process transparency and rigorous quality assurance processes.
- Cost-effective, KPI based IT service provision
- High quality, flexible and scalable IT services
- Nearshoring IT support from offices in Europe
- 15 service languages, high english language proficiency
A-class IT Support Services
Outsourcing IT support is a strategy used by both large and small companies, as it enables them to acquire cost-effective process management, while retaining a high degree of flexibility and scalability without having to worry about additional overhead expenses. The greatest challenge in outsourcing lies with finding a reliable partner, who can guarantee that all services will also be performed professionally and in compliance with the agreed-upon quality standards. Over the last 13 years, we have established a reputation for outstanding service quality, which has helped us acquire multiple global clients who rely on us to provide A-class IT support services to their employees as well as customers worldwide.
24/7 Nearshore IT Support in 15 Languages
We strive to provide services on a partner-to-partner basis, which is why we provide tailor made services that are specifically designed to meet the goals and needs of our clients businesses. With 8 branch offices located in 5 European countries, we have the means and experience needed to provide cost-effective 24/7 IT support services in 15 languages, performed by highly skilled and qualified employees that uphold a European mentality and work in offices that follow Scandinavian work environment standards. We provide nearshore IT support services to Nordic and European businesses with an emphasis on customer satisfaction, excellent service quality and complete process transparency. Our IT support services include:
- 1st, 2nd and 3rd line IT support
- IT surveillance/maintenance services
- Night shift IT support services
- Dedicated or shared IT support teams
KPI Based Service Provision
In order to ensure high service quality, our IT support services include various quality assurance processes and a KPI based service provision model, which enables our clients to have complete transparency with regards to the quality and performance of their service teams. While we can adapt our services to the needs and requirements of our clients, a general KPI upheld by most of our IT support teams is the 80/20 standard, with at least 80 percent of all received IT issues being resolved without escalating them to 3rd line IT support. Additionally, we can also implement a first-call-resolution KPI that best suits our clients needs. With regards to quality assurance, all our employees have undergone thorough qualification testing, we record all incoming and outgoing assistance inquiries, our team managers constantly monitor employee performance and we can even perform end-user satisfaction surveys to make sure that our service quality never falls below the agreed-upon quality standards.
Dedicated or Shared Service Teams
Depending on the size and scope of each project, we can either provide our clients with shared teams that are responsible for servicing multiple clients, or provide them with dedicated IT support teams that service only one specific client. In addition to providing dedicated IT support teams, we also let our clients define the specific employee profiles that are used to recruit their service teams.
Night Shift IT Support
In case you already have an IT department, but they only work during the daytime, we can also provide night shift services to ensure your employees always have access to IT support in case of unexpected emergencies.
IT Infrastructure Implementation
For companies that are looking to set up an in-house IT department, we can also help you identify the most appropriate software and hardware as well as help you with the implementation of the necessary IT infrastructure.
Find out more about our IT infrastructure implementation services.