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Service Desk

Technical Support to the user

The objective of the support and user service is to provide a centralized starting point for key processes and services for the proper functioning and development of your business.

Based on ITIL best practices, Inteccno provides the necessary assistance platform to facilitate the processing, monitoring, management and resolution of requests and incidents. A service that requires immediate, specialized and registered attention.

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Structure

At Inteccno we offer different modes of operation, constantly adapting to the needs of the client.

• Centralized Service Desk: our technicians offer the service at the client's offices.

• Virtual Service Desk: our technicians offer the service through telecommunications networks
from Inteccno's central offices.

• Hybrid Service Desk: a part of the technicians is in the client's offices and another part in the
Inteccno offices, carrying out the tasks jointly.

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Management of incidents and requests

Our technicians channel the reception of incidents and service requests, registering them, as well as their follow-up, resolution and closure, confirming with the user. Offering total coverage, escalating requests and managing the teams involved, we manage to minimize technological interruptions from preventing the daily work of your business.

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Knowledge
management

Knowledge is a very valuable resource for the Service Desk, because it is responsible for maintaining and delivering information on new services, recording interactions, reporting on new versions and monitoring compliance with SLAs. Always vigilant so that the quality of knowledge data is optimal to maximize operational performance.

Advice

The role of Service Desk is not only focused on resolving incidents. We are aware of what we represent for the business. We work proactively and are capable of mitigating the potential impact by assigning the appropriate priority, detecting new needs, permanent solutions and advising on the application of new improvements.

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Supported by the best partners

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Any questions?

We are here to help you

Supported by the best partners

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