A Service Desk is defined as a Single Point of Contact (SPOC) to satisfy the communication needs between the IT area of a company and its final users

The main benefits of a correct definition and implementation of Service Desk solutions are summarized as follows:
  • Reduces the costs with the use of an optimal Effiquality in resources and technology.
  • Improves the service,, as well as the perception, satisfaction and loyalty of final users.
  • Allows the identification of new business opportunities.
  • Centralizes the processes, improving information and communication management.
  • Generates more availability of information, which facilitates continuous improvement.
  • Establishes a bigger focus on the user and the business of the organization, obtaining a great value strategic function.

What target of final users is it directed to?
  • Clients
  • Employees
  • Distributors
  • Suppliers
  • Etc.
Over which products and services?
  • Internet
  • Software applications
  • Banking operations
  • Peripheral
  • Mobile phones
  • Electric home appliances
  • Etc.
 
Telecommunications
Financial Services ISP
Insurance
Communication and Entertainment Media
B2B Services Technology
B2C Services
Electronics for the consumer
In emergia we offer Service Desk solutions on Levels I and II, with the following main goals:
  • Level I:  Initial support, responsible of client´s basic incidents and requests. Its main mission is to collect the user´s information and determine the incident through the analysis of the symptoms, solving the less complex ones.
  • Level II: The most specialized team, with more resolution power for incidents and/requests of medium complexity. Its mission is to offer a higher support based on the information collected on the first level.
  • Always with a service orientation, aligned with the processes relevant to the business.
  • Applying “Shift-Left” approach in our continuous improvement.