How we work
Every request is logged, handled by a specialist in that area, and you can follow its progress. Support 24/7/365 – including weekends and public holidays.
- A Vodafone Group company
- 20 years in Lithuania
- Reply within 1 business day
A Vodafone Group company, 20 years in LithuaniaLog a request in one of 3 ways
Log every IT request with Service Desk – ideally in the portal, as it is the fastest and you can follow the request from start to finish.
In the portal, requests are assigned fastest, their full history is kept and you can check the status at any time.
We respond within 4 hours. We resolve within 8 hours.
Time is counted from when the request is logged in the portal, by email or by phone. Critical incidents are handled 24/7/365 – including weekends and public holidays.
- Every request is loggedIn the portal you see the status, the owner and the full history
- Updates at every stageYou get an email at every step of the request
- Monthly reportHow services performed and what we suggest improving
An issue counts as resolved when your work can continue – either fixed or with a workaround in place. We deal with third-party suppliers for you.
What you get as a Skaylink client
Click a card to see exactly what we do.
Service Desk portal
sd.skaylink.lt is available around the clock: log a request and see its status and history at any time.
A specialist in that area
Every question is handled by the engineer who knows it best – network, servers or Microsoft 365.
Remote or on site
We solve most issues remotely, and when needed an engineer comes from the nearest office.
Daily server checks
We check health, logs, free space and backups, so we fix many things before anyone notices.
Dedicated service manager
Talks to you every day, knows your infrastructure and priorities, advises you and prepares reports.
Support 24/7/365
Critical incidents are handled around the clock – including weekends and public holidays.
How we work
When a company has a single IT specialist, most questions never get asked – that person simply never has time.
Skaylink Service Desk works differently: your employees log requests in the portal, by email or by phone, we assign them to a specialist in that area, solve them remotely or on site, and keep you informed by email at every stage.
We have worked to ITIL since 2010 and hold ISO 27001 and ISO 9001 certificates, so you can check any request at any time.
A dedicated person who knows your company
Your service manager talks to you every day, knows your infrastructure in depth and understands your priorities. They act as your IT department if you do not have one, or work alongside your IT manager and team.
Every day
Talks to you and knows what matters most.
Talks to you every day
Your service manager knows your infrastructure and priorities in depth, so they help you make decisions rather than just complete requests.
Audrius Ogylba
Donatas Ratinskas
Irmantas Kazlauskas
Marius Neimantas
Mindaugas Burba
Miroslav Burzinskij
Povilas Beniuškevičius
Tomas Christauskas
Valdemar Novickij
Each client is assigned one of them – the same person who knows your company.
Dalia PakalkienėService Group Manager
Rasa BielovolskienėService Coordinator
Gilita ZailskaitėService Coordinator
They log every request, assign it to the right engineer and follow it until everything works.
They coordinate our engineers’ work and are responsible for its quality, so you always know who to contact.
Proactively
Suggests what you have not asked for yet.
Suggests things in time and takes care of ordering
Updates, licences, security tools or new equipment – your service manager suggests them in good time, before anything becomes a problem. Working with our sales team, they order what you need straight away.
- YouShare a need or your plans
- Service managerSuggests a solution to your standard
- Sales teamOrders licences and equipment
- Service DeskInstalls and configures
They deal with your internet and software suppliers themselves, so you do not have to.
Analysis and change
Analyses, plans and discusses with you.
Not just reports – a clear plan for what comes next
Your service manager regularly reviews the state of your IT and decides with you what to improve. You get a report every month, and we meet every quarter.
Analyses
Reviews Service Desk requests, system health and costs: what works well, where problems arise and why.
Follows market trends
Keeps track of technology and security developments and assesses what matters for your company.
Reviews or initiates a change plan
Updates, migrations or new tools are planned in advance – with clear deadlines and owners.
Discusses with you
A report every month, a meeting every quarter: services, IT budget and upcoming plans.
Brings in other Skaylink teams
When needed, involves Cloud, security, DevOps or other Skaylink Group experts.
Manages processes and expectations
Makes sure work follows the agreed process and that you always know what is happening and what to expect.
If you have no IT department
Has a friend been handling your IT?
A friend has been handling your IT? Now you have a whole team
In smaller companies, IT is often looked after by a friend, a relative or a colleague – whenever they have time. We do everything an in-house IT manager would do, except we do not go on holiday or get sick.
We assess your infrastructure
We review what you have: computers, network, licences, data and access. If needed, we carry out the necessary audits and assessments.
We look after it every day
The Service Desk team handles requests, and your service manager knows what is happening in your company and makes sure everything works.
We do what an IT manager would do
We plan, order, install and maintain. Only we do not go on holiday or get sick, and you do not have to worry about our skills or training.
We follow the market and warn you in time
We tell you about critical work. For example, when Windows 10 support ended, we informed our clients well in advance.
We apply modern best practice
Security, backups, access and equipment standards – in line with today’s best practice.
You focus on your business
While we take care of IT, you can focus on your business goals. No need to hire and keep your own IT team.
If you have an IT manager
Strong backing for your IT manager.
Your IT manager gets strong backing
We talk directly to your IT manager: we discuss, listen to needs, plan together and keep them informed proactively. They get well-argued information and make the decisions, and we implement them or advise on how to implement them.
- Your IT managerShares needs and makes decisions
- Service managerDiscusses, plans and informs proactively
- Sales teamPrepares well-argued proposals
- Skaylink engineersImplement or advise on implementation
Our service managers and sales team work closely and talk directly, so your IT manager gets answers quickly.
Why this way of working is simpler
One team, clear deadlines and the full request history in one place – no more wondering who to call.
No holiday gaps
An in-house administrator takes at least four weeks of holiday a year, while our team works every day.
Everything is logged
We work to ITIL, so every request has a history, an owner and a deadline.
Problems do not come back
Your service manager analyses requests and suggests changes so the same problem does not return.
We first handle what slows your work down the most
You set the priority when logging a request, based on its impact on your business. An accurate priority lets us bring in the right people straight away, while an inflated one slows down the response to real emergencies.
All company operations have stopped – for example, none of the servers are working.
CriticalWe start immediately, 24/7/365, until operations are restored.
An important system is down with no workaround – for example, the ERP is unavailable.
HighWe start immediately and look for a workaround so you can keep working.
Something is not working, but people can still work – for example, one employee cannot log in.
MediumWe resolve it within the time set in the contract.
It barely affects daily work – for example, an application needs updating.
LowWe schedule it and complete it within the agreed deadline.
If needed, we agree on the priority together with you.
Write by email, and call if it is urgent
The more details you give up front, the faster the request reaches the right specialist and gets resolved.
Since 09:00 the 3rd floor printer has been showing “Paper jam”, although the paper has been removed. Screenshot attached. This affects everyone on the 3rd floor.
photo.png- Introduce yourselfCompany, name, phone number
- Say what is not workingAnd what error message you see
- Say who is affectedEspecially if it is not just you
One week with Skaylink Service Desk
We solve most requests remotely, and when someone needs to be on site, an engineer comes over. When new licences or equipment are needed, our sales team orders them – which is why you sometimes have to wait for delivery.
- MonitoringServer disk filling up – space freed in advance
- Sales teamLicences ordered for a new employee
- RemoteOutlook will not open – fixed in 28 min.
- On sitePrinter jamming – roller replaced
- Service managerSuggested a security update
- Sales teamComputer ordered to your standard
- On siteComputer arrived – configured
- RemoteVPN dropped – fixed in 45 min.
- Service managerQuarterly review with management
An illustrative week: events from different days shown on one timeline. New equipment is usually waited for because of supplier delivery; once it arrives, we prepare it to your standard.
We only accept orders from authorised persons
Every purchase and change starts with an order from an authorised person in your organisation. When it is really urgent, equipment is often in your office the very next business day.
- Authorised personApproves the purchase
- Order by emailsales [eta] skaylink.lt
- ConfirmationWe confirm the price and delivery time
- Delivered and readyReady to use straight away
This often happens when a client needs equipment urgently.
- EveningEquipment ordered
- Next business morningWe start preparing it to your standard
- AfternoonEquipment delivered to your office
Planning a new hire? Order equipment as early as possible – then everything will be ready on time.
How we handle IT requests
A clear process with no surprises: at every stage you know what is being done, who is responsible and when to expect results.
You log it
In the sd.skaylink.lt portal, by email or, if urgent, by phone at +370 5 203 4380.
We assign a specialist
The request goes to an engineer who knows the area, and we agree on the priority together if needed.
We solve it
Usually remotely, on site if needed. We deal with third-party suppliers for you.
We keep you informed
You get an email at every stage, and we close the request once everything works.
When your administrator is on holiday, we keep working
One IT specialist cannot be an expert in networks, servers and Microsoft 365 at once, and there is nobody to cover for them during holidays or sick leave.
We work every day
An in-house administrator takes at least four weeks of holiday a year. Our team works every week, and critical incidents are handled 24/7/365.
A specialist in that area handles it
Network, server or Microsoft 365 questions go to the engineer who knows them best.
Everything is visible in the portal
Every request is logged, so you see who is handling it and when it will be done.
The same amount every month
Remote support and on-site visits during business hours are included in the monthly fee; any extra work is always agreed in advance.
We look for the root cause
Your service manager analyses requests and suggests changes so the same problem does not return.
20 years of IT services for business
We started in 2007 with a data centre in Lithuania, introduced an ITIL-based Service Desk in 2010, and today we are part of Skaylink and the Vodafone Group.
Our engineers work in Vilnius, Kaunas, Klaipėda, Šiauliai and Panevėžys, and 76% of our clients have worked with us for more than three years.
Answers to common questions
Pick a question to see the answer right away.
What is the fastest way to log a request?
In the Service Desk portal sd.skaylink.lt – it is available around the clock, requests are assigned immediately and you can see their status at any time. You can also email Service Desk or, if urgent, call +370 5 203 4380.
Didn’t find your answer? Write to us or call +370 5 203 4385
How do I set the priority of a request?
By its impact on your business. Critical – all operations have stopped; high – an important system is down with no workaround; medium – something is not working but people can still work; low – it barely affects daily work. If needed, we agree on the priority together.
Didn’t find your answer? Write to us or call +370 5 203 4385
What should I write in a request so you can solve it faster?
What is happening, what error message you see, and who is affected and where. A screenshot helps a lot. In the portal, your contact details are filled in automatically.
Didn’t find your answer? Write to us or call +370 5 203 4385
How quickly do you respond and resolve?
We respond within 4 hours, resolve an incident or apply a workaround within 8 hours, and complete service requests within 3 business days. Time is counted from when the request is logged.
Didn’t find your answer? Write to us or call +370 5 203 4385
Who can order new equipment or a new workstation?
Only an authorised person in your organisation, by email to our sales team. We prepare a workstation for a new employee within 3 business days; equipment is delivered within 5–10 business days. We set up every computer to your company standard – even if you only buy hardware from us.
Didn’t find your answer? Write to us or call +370 5 203 4385
Do you come on site?
Yes. We solve most issues remotely, and when someone needs to be on site, an engineer comes from the nearest office: Vilnius, Kaunas, Klaipėda, Šiauliai or Panevėžys.
Didn’t find your answer? Write to us or call +370 5 203 4385
I received a suspicious email. What should I do?
Do not click any links or reply – forward the email to Service Desk as a security incident. Never share your password with anyone, even if the request claims to come from IT.
Didn’t find your answer? Write to us or call +370 5 203 4385
What does a service manager do?
A dedicated person who talks to you every day, knows your infrastructure and priorities in depth, advises you, proactively tells you about new opportunities, prepares reports and discusses work with you. They act as your IT department if you do not have one, or work alongside your IT team. For technical requests – Service Desk.
Didn’t find your answer? Write to us or call +370 5 203 4385
Related services
Often ordered together – one team, one contract.
Want your IT to work like this?
Tell us about your headcount and IT environment – we will suggest a support model and the first steps.
- You write to usA few sentences about your situation are enough.
- A 30-min callWe discuss your goals and current setup.
- A clear proposalYou get a plan, timeline and price.
