Help when it matters.
Management that looks further.
An employee who cannot work, a faltering application or missing access all call for a quick solution. But every report also reveals something about your IT environment.
Malenco helps employees with everyday IT questions, and uses those signals to surface structural problems, security risks and recurring disruptions.
What feels like a problem to an employee
can be a signal for the organisation.
A support request often involves more than just a practical issue. We resolve it right away, but we also look at the wider context.
This can involve identity, MFA, permissions, a blocked account or unusual behaviour.
This can be a local issue, but also a lack of capacity, failed updates, software problems or unwanted processes.
We don't just resolve the incident, we investigate what changed, why that has consequences and whether other users or systems face the same risk.
Support is not separate from management.
A service desk can resolve a disruption and close a ticket. But when support and management are separated, valuable information gets lost.
At Malenco, support and management come together. That allows us to look beyond the visible problem.
Report
A question or problem from a user.
Cause
We investigate the actual cause.
Context
We examine the impact on other users, systems and security.
Structural solution
Recurring problems are factored into how we manage the environment.
What we support every day.
From workstations to access and applications: our service desk helps your employees across the entire IT environment.
Workstations
Problems with computers, laptops, peripherals and the daily work environment.
Microsoft 365
Support for Outlook, Teams, OneDrive, SharePoint and other Microsoft 365 applications.
Accounts & access
Signing in, MFA, passwords, permissions and access to applications and information.
Applications
Support for business applications and coordination with external application suppliers where needed.
Mobile & remote working
Support for laptops, tablets, phones, VPN and working securely outside the office.
Changes
New employees, role changes, new equipment, applications and changing access needs.
If the same problem returns next week,
was it really solved?
Recurring reports can point to a structural problem. That is why we look not only at individual incidents, but also at patterns.
Are multiple users experiencing the same problem? Does a disruption keep occurring after a specific change? Are certain devices causing problems unusually often? Is there a security or capacity issue behind a seemingly ordinary report?
In this way, support also becomes a source of information for better management.
The Malenco approach.
Good support doesn't just solve today's problem. It prevents the same cause from creating problems again tomorrow.
Accessible
Employees know where to turn when IT doesn't work as expected.
Resolve
We investigate the problem and restore the normal working situation directly wherever possible.
Understand
We look at the cause, context and possible consequences for other users or systems.
Improve
Recurring or structural problems are factored into how the environment is managed.
Sometimes the solution lies outside Malenco.
Many IT environments consist of solutions from different suppliers. An employee doesn't distinguish between different providers. If something doesn't work, they just want to get on with their work.
That is why, for us, support does not automatically stop at the boundary of our own services.
If another supplier is needed to resolve a problem, we help determine where the problem lies and support the technical coordination.
This touches on overall direction of your IT environment, which you can read more about elsewhere on our website.
Security is also part of the service desk.
An unexpected MFA prompt. An employee who thinks they clicked a suspicious link. An unknown application. A lost laptop or phone. A request to quickly grant someone extra permissions.
These are support requests and potential security signals at the same time.
That is why our service desk does not treat security as something that only becomes relevant during an incident. It is part of everyday management.
More about Security & monitoring →Want to know more about specific topics?
Depending on your situation, we can go deeper into various themes.
Onboarding & offboarding
How new and departing employees are given or stripped of access and resources, safely and smoothly.
Read the articleIdentity & access management
How identities, permissions and authentication contribute to a manageable, secure environment.
Read the articleApplication management & suppliers
How business applications and their suppliers become part of managed IT.
Read the articleSupport should
help your organisation move forward.
Everyday IT questions are inevitable. What makes the difference is what happens next. Malenco combines support with knowledge of your environment, security and daily management.
Discuss your IT support