The service desk handles user requests. It addresses simple incidents, such as resolving issues with applications, as well as more complex situations, like creating a smarter and more effective IT management process. Activities are divided into three categories:
Responsible for support analysts who can provide remote assistance for low to medium complexity incidents
With analysts who have deeper technology knowledge, Level 2 involves all complex local support routines
This level consists of specialized professionals who handle demands that have not been resolved by the previous levels. Additionally, Level 3 also deals with crisis management and the mitigation of complex failures
Unify all contact points through channel integration (Omnichannel).
Users have guaranteed support at all times, and whenever necessary, an agent follows up on the request.
Streamline support by automatically routing requests to the areas that can resolve them more efficiently.
By identifying any product, service, or system outside of parameters, corrections are made automatically, preventing significant impacts for users.
Measuring performance indicators facilitates the assessment of support quality. This way, user support can be included in strategic planning, yielding very positive results.
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