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Service

Desk

Technical and functional support to technology environments and business processes​

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To support the users in your organization, our Service Desk works with the "Single Point of Contact" concept, being the central hub of demands and providing solutions for problems related to IT and business process services, promoting availability, agility, and satisfaction.

CHARACTERISTICS​

  • ​Over-the-phone, remote or on-site technical support on micro computing, applications and business processes
  • Functional support to software and applications
  • Service Catalog implementation and maintenance
  • Web portal or mobile for opening and tracking calls by users
  • Processor Knowledge Center for availability and 24x7 NOC
  • Tooling for complete service management (ITIL compliance)
  • Connection and communication services between Processor and Customer (IVR - Interactive Voice Response Unit)
  • Partner SLA management​​
  • Self-Service and FAQs
  • Regular and real-time reports for informed decision making
  • Implementation of governance processes for Service Desk Management:
    • ​Incident Management
    • Issue Management
    • Asset Management
    • Document and knowledge base management
    • Management of service level
  • Automated technology service requests and processes in general.​


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