Digital Workplace
AI-Enabled
IT Service Desk
Built Around
Your People
Intelligent, AI-enabled support that keeps your people productive, whether they need an instant answer or a human expert. Available 24/7, in 22 languages, worldwide.
Overview
Support Built Around Experience, Not Tickets
Your service desk should do more than log tickets. Getronics delivers AI-enabled support built around automation, omni-channel access, and digital experience monitoring, so simple issues resolve instantly, and experts focus on complex ones.
Global service desk capabilities are anchored by our operations in Budapest and Malaysia. ITIL-certified and spanning 185 countries and 22 languages, with 1.5 million users supported and 1.2 million tickets handled a year, we keep your people productive wherever and however they work. When something needs hands-on resolution, our onsite and field teams take over seamlessly — one experience, end to end.
17%-37% License Waste Recovered
Proactive monitoring and asset intelligence identify unused software seats and entitlements, recovering 17%-37% typical M365 license spend.
1.5M Users Supported
Support 1.5 million users and handle 1.2 million tickets a year across 185 countries and 22 languages, 24/7.
50% Contact Deflection
For MyEnergi, an AI bot deflected 50% of contacts in year one and cut agent churn 30%.
Our Solutions
One Support Experience, Every Channel
AI-Enabled Service Desk
Intelligent service agents, powered by leading language models, understand user intent, resolve common requests instantly and orchestrate support across the digital workplace. Predictive analytics identifies and addresses issues before they disrupt employees.
Omni-Channel Support
24/7 multilingual support across phone, chat, email, and AI agents through one integrated platform, with ITIL-certified management and real-time SLA visibility across 185 countries.
Proactive & Experience Monitoring
Digital experience monitoring and asset intelligence identify friction and waste before users report them — from failing devices to the 17%–37% of M365 licence spend that typically sits unused.
Self-Service & Knowledge Automation
AI virtual assistants handle high-volume requests, recommend knowledge articles, escalate intelligently when needed, and continuously improve from interaction data — working alongside human experts, not replacing them.
Global Service Desk Hubs
Service desk operations anchored in Budapest and Malaysia deliver one consistent support model across 185 countries and 22 languages, with a single contract, unified reporting, and one point of contact
Experience-Level Agreements
Beyond SLAs, XLAs measure the real impact of support on employee productivity and satisfaction — whether technology is genuinely enabling people to work, not just whether response times were met.
AI-Enabled Service Desk
Intelligent service agents, powered by leading language models, understand user intent, resolve common requests instantly and orchestrate support across the digital workplace. Predictive analytics identifies and addresses issues before they disrupt employees.
Proactive & Experience Monitoring
Digital experience monitoring and asset intelligence identify friction and waste before users report them — from failing devices to the 17%–37% of M365 licence spend that typically sits unused.
Global Service Desk Hubs
Service desk operations anchored in Budapest and Malaysia deliver one consistent support model across 185 countries and 22 languages, with a single contract, unified reporting, and one point of contact
Omni-Channel Support
24/7 multilingual support across phone, chat, email, and AI agents through one integrated platform, with ITIL-certified management and real-time SLA visibility across 185 countries.
Self-Service & Knowledge Automation
AI virtual assistants handle high-volume requests, recommend knowledge articles, escalate intelligently when needed, and continuously improve from interaction data — working alongside human experts, not replacing them.
Experience-Level Agreements
Beyond SLAs, XLAs measure the real impact of support on employee productivity and satisfaction — whether technology is genuinely enabling people to work, not just whether response times were met.
CLIENT
INSEAD
INDUSTRY
Higher Education
LOCATION
Global
Case Study
One global support model for four digital-first campuses
INSEAD needed one partner across four campuses and 70,000 students and faculty. Getronics delivered global service desk and infrastructure support, cutting ticket volumes by 30% and IT costs by 10%, while lifting satisfaction to 98%.
CHALLENGE
Rapid shift to online learning across four global campuses
SOLUTIONS
Global service desk and conversational AI support
RESULTS
80%+ first-contact resolution and 98%+ customer satisfaction
About Us
Why Getronics for IT Service Desk & AI-enabled IT Support
Great support is fast, human, and everywhere at once. Getronics blends AI automation with an expert global service desk into one experience, cutting effort and cost-to-serve while keeping satisfaction consistently high.
01
Global Reach, Local Touch
Support across 185 countries through one consistent global service model, with 24/7 availability in 22 languages wherever your people are.
02
50% Cost-to-Serve Cut
For MyEnergi, an AI bot deflected 50% of contacts in year one and cut agent churn 30%. The same AI powers enterprise self-service, handling triage, routing, and resolution autonomously.
03
Proven Ticket Reduction
For a leading business school, automation and analytics contributed to a 30% reduction in tickets, while XLA measurement kept the focus on employee experience, not just response times.
Partnerships
Platforms Behind the Support Experience
Our support experience is powered by a carefully selected ecosystem of trusted global technology leaders and specialist innovators. Together, these platforms provide the intelligence, automation, device management and service capabilities needed to deliver faster resolution, greater visibility and more consistent employee experiences.
Insights & Resources
IT Service Desk & AI-enabled IT Support Insights
View all insights
Related Solutions
Explore Our Digital Workplace Solutions
Talk to an expert
FAQs
You have questions. We have answers.
AI-enabled IT support uses automation and AI to resolve issues faster and protect productivity. Getronics combines GenAI virtual agents, predictive analytics, and an expert human service desk, so routine requests are handled instantly, and specialists focus on complex problems, all underpinned by digital experience monitoring across 185 countries.
An AI service desk uses artificial intelligence to automate support interactions. Getronics deploys AI virtual assistants that handle high-volume requests, recommend knowledge articles, escalate intelligently when needed, and continuously improve from interaction data, working alongside human experts rather than replacing them.
An omni-channel service desk provides support across phone, chat, email, and AI agents through one integrated platform. Employees get help however they prefer, while service teams keep full visibility of every interaction across every channel, with consistent SLAs throughout.
AI automates repetitive work such as triage, classification, and routing, and resolves common issues without an agent. For MyEnergi, this deflected 50% of contacts in year one and cut agent churn 30%; for a leading business school, automation and analytics contributed to a 30% reduction in tickets.
Getronics delivers support across 185 countries through its own service desks and engineers and the Global Workspace Alliance, covering EMEA, APAC, DACH, LATAM, and the Americas. A single Global Delivery Model gives one contract, unified reporting, and one point of contact regardless of geography. Global service desk capabilities are anchored by our operations in Budapest and Malaysia.
Getronics measures support through both traditional SLAs and experience-level agreements (XLAs). XLAs assess the real impact of support on employee productivity and satisfaction, going beyond response times to understand whether technology is genuinely enabling people to work effectively.
CIOs get a modern, AI-enabled field and on-site support model that continuously improves. CFOs get lower cost-to-serve through automation and deflection, with spend linked to outcomes. CHROs get a workforce that gets help fast, in any channel or location, with less friction and higher satisfaction.