Service Desk

What is it?

We have professionals, specialists, and the necessary ICT management tools to support your company as a Service Desk aligned with best practices and reference frameworks for technology and services.

We enable a single point of contact for resolving ICT incidents and problems.

Service Desk
Service Desk
Benefits

A single point of contact between the ICT area and the rest of the organization.

Faster adoption of regulatory compliance or frameworks.

Keeping the infrastructure platform at the forefront with the best technologies.

Specialized, trained, and certified resources in best practices for customer service in desk services.

The client focuses on technology management based on service levels rather than operations.

It becomes an operating expense instead of a capital expenditure.

Specific technology for the Service Desk.

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What does it include?

First and second level staff to handle requests.

PBX phone platform, ACD, trunks, recording, hold music, and messages (does not include IVR).

Executive control dashboard with views for tracking.

Remote support for incident management.

Flexible hours to meet the client’s needs, available 24/7/365.

National or international bilingual coverage.

Mapping of incident and request processes.

Problem management process.

Operation reports and service levels.

Independent of the company’s phone lines (telephone numbers).

Contact methods: Phone, Chat, Self-service, and Email.

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Modalities

1st Level Service Desk:

Two-way contact for logging requests or incidents; follow-up and basic resolution on the first contact.

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2nd Level or Specialized Service Desk:

Advanced resolution and logging of high-complexity incidents that require remote technical diagnostics or specialized expertise.

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Call Dispatch:

Solely for logging incidents or requests.

Improves and ensures the availability of your business services.