IT support for companies in Rhine-Neckar
Report. Assess. Resolve.
At büKOM Systemhaus GmbH, IT support is not a single channel but one connected path: users report an issue by phone, ticket or email, we assess it, resolve it remotely or on site, and record what happened.
✓ Hotline & helpdesk
✓ Remote & on site
✓ Ticket system
Support routes
Four routes, one support process.
Which route fits depends on the problem. All four lead into the same process, so a case continues cleanly even when it changes channel.
Support cases
What users typically come to us with.
A large part of support work consists of recurring situations. When the same cases keep appearing, that points to an underlying cause — and that is what we look for.
Workstation not working
A PC or notebook does not start properly, a program stops responding, peripherals are not recognised or the printer produces nothing.
Accounts and permissions
Sign-in fails, a password needs resetting, a new employee needs access or a permission is missing.
Microsoft 365
Email does not arrive, Teams will not connect, files in SharePoint or OneDrive are unreachable, or a share behaves unexpectedly.
Network and access
Wi-Fi drops, VPN access from home does not work, or a server or business application cannot be reached.
Disruption during operation
A system reports errors, an application crashes or several workstations are affected at once. We assess such cases by urgency first.
Questions, not faults
Not every report is a fault. Often the question is how to set something up correctly or whether an approach makes sense. That is part of support too.
Process
What happens after you report an issue.
The process is the same for all four support routes. That is why a case is not lost when it moves from the phone into the ticket system, or from remote support into field service.
1
Intake
What happened, who is affected and since when? These details determine how quickly and by which route things continue.
2
Assessment
We check urgency and scope: does it affect one workstation or the whole company, and is it a one-off or a known pattern?
3
Handling
Most cases can be resolved remotely. When technology has to be checked physically, field service takes over.
4
Escalation
Cases needing specialist knowledge are passed on deliberately — together with what has already been checked, so nobody starts from scratch.
5
Documentation
What was done stays on record. This makes recurring problems visible instead of letting them repeat.
Distinction
Support resolves incidents. Managed services prevent them.
IT support starts when something stops working. Managed services start earlier: systems are continuously monitored, maintained and documented so that fewer incidents occur at all. The two work together but are not the same.
✓ Support responds to specific user reports
✓ Managed services work planned and preventively
✓ Both use the same documentation and the same contacts
✓ Recurring support cases are worth tracing to their cause
✓ Available Monday to Friday, 08:00 to 17:00
Support that does not stop at the incident.
Tell us how support requests work in your company today. Together we will look at which route fits and where recurring problems can be eliminated.
Frequently asked questions
Which channel should I use to report an IT issue?
For urgent issues affecting ongoing operations, the hotline is the fastest route. For requests that should be documented and tracked, the ticket system is better suited. Both channels lead into the same process.
When does someone come on site instead of using remote support?
Anything that can be checked on the running system can be resolved via remote support. As soon as hardware, cabling, network technology or telephony needs to be physically handled, our on-site technical service takes over.
How secure is remote access?
A remote support session only starts once you have explicitly approved it. Without this approval, there is no access to the workstation.
What is the difference from managed services?
IT support handles reported problems. Managed services look after IT on an ongoing, planned basis — including when nothing has been reported. Many companies combine both.