Digital Workplace
IT Support
People Want to
Engage With
Intelligent, AI-enabled support that keeps your people productive, whether they need an instant answer, a human expert, or hands-on help on site. 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.
When a problem needs hands-on resolution, 15,000+ field engineers act as a seamless extension of your team. ITIL-certified and spanning 80+ 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.
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 80+ countries and 22 languages, 24/7.
15,000+ Field Engineers
On-site and field engineers in 80+ countries deliver hands-on support, IMAC, and white-glove service as a seamless extension of your team.
Our Solutions
One Support Experience, Every Channel and Location
AI-Enabled Service Desk
Intelligent service agents, powered by leading language models, understand user intent, resolve common requests instantly and orchestrate support acro...
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 v...
Walk-Up Solution Café
In-person tech bars where employees get hands-on help, device swaps, and expert guidance, bringing resolution closer to the user and cutting ticket es...
Smart Lockers
ServiceNow-certified lockers let people collect replacement devices and IT kit on demand, 24/7, with every transaction logged automatically to keep in...
On-Site & Field Services
IMAC, asset staging and tagging delivered by 15,000+ engineers worldwide, coordinated through one work-order model with consistent standards everywher...
White-Glove & VIP Support
Dedicated field technicians give executives and critical users fast, discreet, personalised support, with priority response that keeps key people prod...
Client
Global Jewellery Retailer
Case Study
On-Site IT Support Across Europe and the Americas
A globally recognised jewellery retailer needed reliable on-site and remote IT support across Europe, North America, and South America. Getronics deployed field and smart-hands engineers to keep store operations, new openings, and major events running.
About Us
Why Getronics for AI-Enabled Support
Great support is fast, human, and everywhere at once. Getronics blends AI automation, an expert global service desk, and 15,000 field engineers into one experience, cutting effort and cost-to-serve while keeping satisfaction consistently high.
01
Global Reach, Local Touch
Support across 80+ countries through one consistent global service model, with local field engineers and 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 at Global Scale
From supporting 633 retail locations across the UK and Europe to coordinating IT for global store rollouts, we deliver consistent support at any scale, in any geography.
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 field-service capabilities needed to deliver faster resolution, greater visibility and more consistent employee experiences
Insights & Resources
AI-Enabled Support & Service Experience 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 80+ 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.
On-site and field services cover hands-on support that remote help cannot deliver: installing and replacing hardware, supporting users in person, staging assets, and carrying out maintenance. Getronics provides these across 80+ countries through more than 15,000 field engineers, coordinated as one team.
IMAC stands for Install, Move, Add, and Change, the physical tasks of managing IT hardware across an organisation. Getronics manages IMAC as part of a broader field service, coordinating work orders to reduce disruption, keep deployments on schedule, and maintain accurate inventory.
White-glove support is a premium on-site service for executives and critical users who need fast, discreet, personalised help. Getronics provides dedicated field technicians for VIP users with priority response and proactive communication, reflecting the importance of keeping key people productive.
Getronics delivers support across 80+ 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 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.