Helpdesk
Help Desk assistance services are characterized by a complex network of interrelationships, where the results of each activity serve as input to the others, reaching the point of influencing their results. In this context, our approach follows ITIL best practices.
Thanks to consolidated experience, we have defined an integrated model of processes, people, products, capable of enhancing the capacity of the proposed organization, optimizing the services provided and ensuring the expected SLAs. In particular, the optimization of the processes implemented is pursued through preventive actions to minimize the number of problems and operating methods to reduce the resolution times of anomalies.
The services offered in this area are generally attributable to the management of workstations and connected peripherals, as well as user support for application problems.
In addition to Help Desk services, we boast consolidated experience in offering IT Service Desks (therefore with IT-oriented and not user-oriented services): in these activities we provide services based on ITSM (IT Service Management) with extreme to Service Catalogue, Change Management, Incident Management, Problem Management and CMDB.
Among the services provided on an ongoing basis by our resources:
- Asset Management and Stocks Management: the working group, in addition to guaranteeing the correct assignment of assets, will ensure that the stocks agreed with the customer's contact person are guaranteed, monitoring the established levels of reordering of materials
- Event & Meeting Support: the working group supports Clients in managing problems and in supervising meeting rooms and Board Rooms
- Service Catalogue: requests for IMAC-type activities include on-site activities with at least one external inspection of quality and conformity/certification of the product to the existing IT reality, installation of the certified or authorized product, connection to the electricity and IT network , the start-up and function test
- Mobile Support (Voice/Data): where necessary, the work group interacts with the telephone manager chosen by the Customer or with the groups of specialists from the equipment manufacturers
For each Customer site, Global Technologies Italia prepares
SPOC (Single Point of Contact); this service, through multiple levels of assistance, carries out reception activities, interpretation of the requested information dissemination, troubleshooting, Incident & Problem Solving, Change Management, Knowledge management and everything else requested by the Customer in the RFP.