IT & Customer Support in Belgium, the Netherlands and Luxembourg

Keep your employees productive, your customers supported, and your operations running at scale. From responsive help desk support to SLA-driven IT service desk support, our multilingual teams deliver seamless IT operations, omnichannel customer care, and local field services.

  • Multilingual Support: Native Dutch, French, and English-speaking agents available via phone, email, and chat.
  • Local field expertise: On-site engineers across Belgium, the Netherlands and Luxembourg.
  • ISO 27001 & ITIL V4: Certified service delivery and information security.
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Services

TRUSTED BY:

Your support still works,
but it's under pressure

Five signals that your current support model is nearing its ceiling.

01

Teams overloaded

Your internal customer support team and IT staff are stretched thin, leading to queue delays.

02

Resolution times slowing


Tickets sit longer in queue. First-contact resolution drops. SLAs slip.

03

Doesn't scale with growth


Every new market, product, or hire multiplies the strain on your fixed team.

04

Costs increasing


Overtime, contractors, tool sprawl: the cost per ticket keeps climbing.

05

Support model strain


The structure that got you here won’t get you where you’re going.

Services

A structured support model for scalable operations

We build support systems, not just staff augmentation. Every engagement is engineered around governance, ownership, and measurable outcomes, so your operation can grow without breaking.

 PILLAR 01

Hybrid capacity

Combine a dedicated core team with flexible capacity to respond to peaks and changing business needs.

 PILLAR 02

SLA governance

Contractual response and resolution targets, monitored continuously with transparent reporting.

 PILLAR 03

Embedded teams

Dedicated teams and named contacts ensure continuity, accountability and consistent service delivery.

 PILLAR 04

Smart automation

Deflect what should be automated. Elevate agents to handle what actually needs a human.

MULTILINGUAL BY DESIGN

Native support across the Benelux

Dutch, French, German and English delivered by locally-based agents, not a translation layer. Your customers and employees speak their language; ours do too.

NL

Dutch

FR

French

DE

German

EN

English

How we support your business

01 — IT Technical Support

IT SERVICE DESK · L1, L2 & L3

From first contact to root-cause resolution, minimising technical downtime.

Multi-tier model
L1 · L2 · L3 escalation

Lifecycle management
IMACD, stock and hardware

ITSM integrations
ServiceNow · Jira · TOPdesk · Ivanti · Other

APPLICATION & PROCESS SUPPORT

Less disruption and seamless workflow continuity across your software stack.

Specialised support profiles
available upon request

SPOC model
centralised request management

OMNICHANNEL B2B / B2C CUSTOMER SUPPORT SERVICES

Every customer interaction handled consistently to build long-term brand loyalty.

Ommnichannel coverage
phone, e-mail, chat and back-office handling

Scalable operations
flexible teams that grow with demand

Service excellence
aligned with COPC, ITIL, and ISO 27001 standards

ON-SITE SOFTWARE AND HARDWARE SUPPORT

Immediate physical intervention and expert support when remote resolution falls short.

Certified field engineers
35+ experienced technical specialists

Break & Fix and Smart Hands 
reliable local execution

Coverage accross the Benelux
by our local support teams

AI & Automation

We combine experienced support teams with intelligent automation to reduce operational pressure, improve efficiency, and accelerate resolution times. Every solution is tailored to your organisation and implemented at a pace that works for your teams.

How we put AI to work

01 — Self-service & deflection

Empower users with intelligent self-service tools and call avoidance strategies that resolve routine issues instantly.

02 — Smart operations

Streamline workflows using intelligent routing, automatic ticket creation, and Robotic Process Automation (RPA).

03 — Next-gen interaction

Deploy advanced voice agents and Natural Language Processing (NLP) to handle high-volume inquiries naturally and efficiently.

04 — Controlled implementation

Every rollout is managed with a clear scope, impact analysis, and risk review to ensure a seamless transition.

It help desk agent with headset working on a computer

Why Dilaco

REASON 01

135+

engineers across the Benelux

Locally recruited, locally managed. Multilingual by default, certified by discipline, and retained through structured career paths.

REASON 02

SLA-based

outcome-priced engagements

Predictable unit economics. Pay for resolution, not for hours. Volume-flex clauses absorb peaks without renegotiation.

REASON 03

ISO 27001

certified information security

Audited controls, GDPR-compliant processes, and Belgium-based data handling. Enterprise procurement approved.

OPERATIONAL SCALE AT A GLANCE

30 years

of operational experience

+21 000

avg. tickets per month

15 sec

avg. pick-up time

70%

first contact resolution

FAQ

The answers we give most often, on the first call.

Can we outsource only part of our support?

A. Yes.
We routinely take over specific tiers (L1 only, L2/L3, or after-hours), or act as an extension of your existing team. You decide where we add the most value.

A. Trilingual support by default.
No transfers, no language barriers. Every interaction is handled by a multilingual support professional from start to finish.

A. Yes. We adapt to your technical environment, not the other way around.
Our service desk engineers are fully trained to log and manage incidents directly inside your existing ticketing systems, such as ServiceNow, Jira Service Management, TOPdesk, or other ITSM tools.

A. We deploy a structured Hybrid Capacity Model.
You get a dedicated core team of engineers who fully understand your business processes, backed by a flexible, multi-tenant pool of resources. This allows us to scale up instantly to absorb seasonal peaks, project rollouts, or sudden business growth without any recruitment friction or onboarding delays on your end.

A. We take a pragmatic, step-by-step approach to automation.
We don’t implement technology for its own sake. Instead, we analyse your ticket history to identify repetitive, low-value manual tasks. We then introduce targeted AI workflows (such as intelligent ticket categorisation, automated routing, and NLP-assisted replies) to speed up resolution times, reduce manual errors, and lower your operational costs without putting service stability at risk.

A. Yes. We operate a dedicated field engineering service across the Benelux, backed by 35+ certified field engineers.
Our field engineers provide on-site support whenever a physical presence is required, from troubleshooting and hardware replacement to installations, rollouts, and IMACD activities.

A. We offer flexible coverage models tailored to your operational requirements.
From business-hours support to 24/7/365 coverage for critical environments, our services are designed around your operational needs and service level objectives. This ensures business-critical systems and processes remain supported whenever assistance is required.

A. Absolutely. When you outsource customer service with Dilaco, our agents operate as an extension of your brand.
Delivered natively in Dutch, French, and English following COPC quality guidelines, your customers experience seamless, high-touch support.

A. Unlike traditional staffing vendors, we do more than provide people. We take ownership of the service outcome.
Through dedicated teams, clear governance, SLA-driven delivery, and continuous optimisation, we help improve support performance while reducing operational overhead.

Looking for a seamless support partner?

Managing day-to-day support requests internally can distract from your core strategic priorities. Dilaco partners with your business to provide scalable support teams that adapt directly to your processes and standards. Discover how a tailored support strategy can help your organisation grow.

Confidential. No obligation.