Digital Workplace
AI-Enabled
IT Service Desk
Built Around
Your People
AI-enabled IT support that combines human expertise with agentic AI service execution to resolve issues, reduce friction and support workforce productivity. Available 24/7 in 130+ languages.
Overview
Support Built Around Experience, Not Tickets
Your people need technology that helps them work, backed by support that understands their needs. Getronics combines human expertise with agentic AI service execution to resolve issues and improve the support experience.
Delivered from nine service desk locations across three continents, our 24/7 follow-the-sun model supports users in 130+ languages. By bringing together sentiment, digital employee experience insights and proactive support, we help identify friction and workspace degradation, prioritise what matters to users and improve workforce productivity.
9 Service Desk Locations
Across three continents, combining global delivery with human expertise to support your workforce.
24/7 Follow-the-Sun Support. 2.3M Tickets
Support in 130+ languages, keeping help accessible across time zones.
Up to 73% Automated Ticket Resolution
AI automation and agentic service capabilities can resolve routine support requests end-to-end, reducing demand on human support teams and accelerating fulfilment.
Our Solutions
One Support Experience, Every Channel & Location
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.
Global Service Desk Hubs
Nine service desk locations across three continents, including Budapest and Malaysia, deliver 24/7 follow-the-sun support in 130+ languages—all under a single contract, with unified reporting and one point of contact.
AI-Enabled Service Desk
Combine human expertise with agentic AI service execution to resolve issues and support users. Predictive analytics help anticipate issues before they disrupt work, while sentiment insights help teams understand frustration, respond with context and improve the support experience.
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.
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.
Global Service Desk Hubs
Nine service desk locations across three continents, including Budapest and Malaysia, deliver 24/7 follow-the-sun support in 130+ languages—all under a single contract, with unified reporting and one point of contact.
AI-Enabled Service Desk
Combine human expertise with agentic AI service execution to resolve issues and support users. Predictive analytics help anticipate issues before they disrupt work, while sentiment insights help teams understand frustration, respond with context and improve the support experience.
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
Human Expertise. AI Execution. Better Experiences.
Great support brings people and AI together. Getronics combines human understanding with agentic AI service execution to improve satisfaction, reduce digital friction and help your workforce stay productive.
01
Global Reach, Local Touch
Nine service desk locations across three continents provide 24/7 follow-the-sun support in 130+ languages, helping your people access support wherever they work.
02
Human Expertise + AI
Bring together the judgement and empathy of service desk specialists with agentic AI service execution to resolve issues and improve the support experience.
03
Focused on Workforce Experience
Use sentiment and digital employee experience insights to understand friction, prioritise improvements and help people work more effectively.
Partnerships
Platforms Behind the Support Experience
Our support experience brings together platforms for service management, agentic AI service execution and digital experience monitoring, supporting coordinated action across your workplace environment.
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.