Your service desk is hitting its limit.
You don't need more hiring:
you need co-sourcing.
Your service desk is already operating. The problem is that response times, resolution rates, and team bandwidth aren’t where they need to be.
Dilaco helps organisations scale L1 • L2 • L3 support capacity on demand through a dedicated core team and flexible overflow pool, delivered by native Dutch, French, German, and English-speaking specialists based in Belgium and supporting organisations across the Benelux.
30 years
of operational experience
+21 000
avg. tickets per month
15 sec
avg. pick-up time
70%
first contact resolution
4 languages
NL • FR • DE • EN
Your service desk is working hard. The model is not scaling.
Sound familiar?
Escalating backlogs
Incident creation outpaces resolution speed, causing response times to grow and end-user satisfaction to decline.
Strategic project delays
Routine L1 and L2 tickets consume senior engineering bandwidth, pushing infrastructure and transformation projects off schedule.
Hiring & coverage gaps
Opaque SLA reporting
KPI reports are delivered, governance meetings take place, and SLA targets are tracked. Yet dashboards often lack the visibility needed to identify bottlenecks, recurring issues, and root causes.
Strengthen your service desk.
Keep your control.
Dilaco works as an embedded co-sourcing extension of your team, adding the capacity, ITIL-aligned structure, and specialist coverage your current model needs.
Why co-sourcing?
Create room for strategic IT again.
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.
Dedicated where knowledge matters. Flexible where demand changes.
Most providers force you to choose between stability and flexibility. We don't.
A fixed team that understands your organisation
What does this mean?
✓ Named technical IT engineers integrated directly into your workflows.
✓ Long-term retention of organisational systems and infrastructure context.
✓ End-to-end operational ownership following your internal SOPs.
Additional capacity available when volumes rise.
What does this mean?
✓ Instantly available capacity for seasonal ticket surges and major rollouts.
✓ Seamless coverage for staff leave, platform upgrades, and new location launches.
✓ Zero contract renegotiations required for scaling capacity up or down.
One team. | One governance structure. | One set of KPIs. | One accountable partner.
FAQ
The answers we give most often, on the first call.
How does Dilaco’s co-sourcing model integrate with our internal IT team?
A. Dilaco functions as an embedded extension of your internal team.
You maintain complete governance, IT architecture ownership, and strategic control. Our L1–L3 engineers follow your standard operating procedures (SOPs) and work directly within your established ITSM tools and security environments.
What happens when ticket volumes suddenly surge?
A. We pair a dedicated core team with a pre-trained Flex Pool.
When ticket spikes occur (due to software rollouts, company expansion, or seasonal shifts)additional qualified engineers step in immediately to clear queues without service degradation
Do we need to replace our current ticketing system or ITSM tools?
A. No.
Dilaco integrates directly with your existing software stack, such as ServiceNow, Jira, TOPdesk, Ivanti, and more.
How does Dilaco prevent knowledge loss and single-person dependencies?
A. We enforce an ITIL v4-aligned knowledge management framework.
Every procedure, environment dependency, and escalation pathway is documented in a shared central repository to ensure continuous service during team absences or turnover.
How is co-sourcing with Dilaco more cost-effective than internal hiring?
A. In-house expansion requires recruiting overhead, fixed salary obligations, and continuous training investments.
Co-sourcing gives you instant access to a flexible pool of skilled L1, L2 and L3 engineers under a predictable SLA pricing structure that scales with actual operational needs.
Where is your service desk under pressure?
Is your internal IT service desk facing bandwidth constraints? Partner with our operational specialists to evaluate your ticket demand, identify queue bottlenecks, and determine whether a co-sourced or managed support architecture fits your business.
Confidential. No obligation.
