We deliver structured, multilevel 1st, 2nd and 3rd Help Desk/Service Desk services, organized with dedicated Competence Centers, accessible via e-mail/phone/dedicated messaging and with the possibility of on-site manning.
The service is delivered according to the standards of the ITIL framework and includes:
- Ticketing system with profiled and personalized access.
- Flexible IVR platform with advanced statistics and service level agreement (SLA) verification.
- Statistical monitoring on an hourly basis with detailed reporting capabilities.
- Ticket/issue/call management according to differentiated logic (incident, problem and change).
- Service Management and escalation procedures defined and shared.