We deliver structured, multi-level Help Desk services at I, II and III level (Competence Centre), by telephone and through on-site supervision.

The service is provided in accordance with ITIL framework standards in regard to support via:

• A flexible and customisable CRM platform
• A flexible proprietary IVR platform with advanced statistics and SLA monitoring
• Monitoring statistics on an hourly basis with the availability of detailed reporting
• Ticketing system with user profiling, call prioritisation and differentiation of in issue requests, problems and changes 

For businesses that operate on a continuous basis or that provide critical services around the clock, and which require the highest possible level of continuity , our assistance and support services can be organised on a 24 hour, seven days a week basis, with continuous telephone and on-site or on call availability.

We use the latest technology and the most common systems for the management of all IT infrastructures components during the entire life cycle of each asset (procurement, commissioning, upgrading, maintenance, removal and disposal).

Structured company asset management ensures:

• The possibility of formulating structured technological renewal plans, to keep systems constantly up to date and effective
• Complete and detailed display, in real time, of infrastructure components, in order to ensure their proper allocation within the organization, thereby avoiding waste, inefficiency and unnecessary purchases
• Possibility of using centralised software control, updating and distribution systems
• Rationalisation of software licenses
• Simplified management of financial, administrative and contractual aspects 

In relation to assistance, maintenance and support services, we act as a Single Point of Contact for the integrated management of the IT infrastructure and associated areas.
We assess, select and coordinate all the third parties involved (hardware vendor, connectivity supplier, electricity supplier, electrical network, data and telephone etc. installers). We enhance their effectiveness and take the burden off customers in regard to the costs and inefficiencies that asset management normally generates.

We implement active/passive IT infrastructure auditing and monitoring systems, using the most popular and advanced Open Source tools available (Nagios, MRTG, Cacti etc.). These tools allow the verification of the entire infrastructure (servers, clients, network devices, etc.) in an extremely granular manner, in order to detect, identify and analyse critical issues in the sizing of available resources and any activity considered abnormal.

This allows taking into account, anticipating and quickly resolving faults and/or inefficiencies, minimising inconveniencies caused to corporate activities.