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:
|What target of final users is it directed to?
Financial Services ISP
Communication and Entertainment Media
B2B Services Technology
Electronics for the consumer
- 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.