Solutions for

ASSIST-Line, your service desk and assistance solution

With the ASSIST-Line service, a team of ‘service desk’ operators provide quick, efficient assistance for your users to solve all their computing problems.

Efficient management of incidents

Systemat’s ASSIST-Line service enables your organization to outsource the management of office computing problems which are handled by a team of qualified, multilingual people available to handle more than fifteen thousand calls a year.

ASSIST-Line engineers can also provide decision aid for your computer team for the management of your infrastructure.

ASSIST-Line offer level 1 and 2 teams which fully master current technologies and software (Microsoft, Citrix, etc.). Their procedures are based on the ITIL methodology and four key stages:

  • diagnostics;
  • consultation of knowledge bases;
  • problem solving;
  • closing the incident and reporting.

Quick problem solving and quality of service

Thanks to tried and tested procedures, powerful tools and the experience of our engineers, more than 80 % of incidents handled are solved, planned for intervention on site or transferred to a third party within 30 minutes of taking the call. Moreover, SYSTEMAT is committed to strict levels of quality in the handling of each problem: pick-up time, problem solving, etc.

The service is available from Monday to Saturday from 08.00 to 22.00 (18.00 on Saturdays) with the guarantee that the computer problems of your users will be handled with quality and professionalism.

A local service

SYSTEMAT is one of the only companies to give priority to a local service by developing a multilingual service desk in its offices at Lasne with a team that is thoroughly familiar with the specificities of the Belgian and Luxembourg markets and which provides a personal service.

Assistance at a fixed, competitive price thanks to extensive mutualisation

The cost of ASSIST-Line is calculated on the basis of the number of users, since the number of calls they make is unlimited throughout the term of the contract.

The cost includes:

  • A preparatory phase for defining the procedures, SLAs and documentation on the client’s infrastructure;
  • The configuration for remote control tools;
  • Quarterly debriefings.

References up to your expectations

Everyday, large numbers of clients, such as Nestlé, Peugeot or the “Région Wallonne” put their trust in the SYSTEMAT helpdesk, which handles more than 7 500 users and 50 000 workstations.

More info

Would you like more information? Please call us on +32 2 352 83 11 or send a request to We will arrange a meeting with a specialist on your premises or ours.