HELP DESK SERVICE
An essential challenge for productivity and employee satisfaction in an “any time, anywhere” environment.
TYPES OF OPERATIONAL PROCESSES
- Capability to quickly address questions related to the use of computer equipment (office, technical, access rights, etc.) at levels 1 and 2.
- Multichannel Service Desk (email, calls, tickets, chat, etc.)
- Ticketing tool management (creation, sorting, tracking, follow-up, etc.)
- Infrastructure supervision (resources, service/server/platform/equipment availability, crashes, etc.)
TECHNICAL SUPPORT LEVEL 1
- Management of IT infrastructure (installation, updates, etc.)
- User assistance / Training
- Troubleshooting / Remote assistance
- Addressing technical issues following procedures
TECHNICAL SUPPORT LEVEL 2
- Virtualization and storage management (Citrix, VMWare, etc.)
- System administration (Linux, Windows, etc.)
- Network administration (performance analysis, network sharing, etc.)
- Services administration (AD, Exchange, etc.)