Service Desk
The Service Desk is a service developed for the management, on behalf of the customer, of requests for resolution of incidents and service requests
The System Innovation Service Desk is provided as an outsourced service for customers who need to have a single point of entry and contact for their users. Our Service Desk team provides users with a clear path to report problems, questions and requests, and recognize, classify, record, and follow up on resolution.
The Service Desk service uses a ticketing system to manage the life cycle of accidents and ICT problems, identifying the underlying causes and adopting a proactive approach to avoid recurrence or identifying the origin.
Its adoption allows to develop a knowledge base enstablished on the recurrence of errors, to solve or scale incidents and to optimize the performance of the systems and applications in use.
The Service Desk is a service developed for the management, on behalf of the customer, of requests for resolution of incidents and service requests
The System Innovation Service Desk is provided as an outsourced service for customers who need to have a single point of entry and contact for their users. Our Service Desk team provides users with a clear path to report problems, questions and requests, and recognize, classify, record, and follow up on resolution.
The Service Desk service uses a ticketing system to manage the life cycle of accidents and ICT problems, identifying the underlying causes and adopting a proactive approach to avoid recurrence or identifying the origin.
Its adoption allows to develop a knowledge base enstablished on the recurrence of errors, to solve or scale incidents and to optimize the performance of the systems and applications in use.
Dedicated team
Our Service Desk team is primarily dedicated to practical understanding of the customer’s business environment, business processes and users, a key aspect to properly determine the involvement of different support teams and escalation to higher levels. The Service Desk works closely with customer support and development teams to present and provide a “united” approach to users and customers.
The dedicated team has excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, emotional intelligence. The key skill is to be able to fully understand and diagnose a specific incident in terms of business priorities, so as to take appropriate action to solve the problem, using the skills, the knowledge, the people and the processes available.
Dedicated team
Our Service Desk team is primarily dedicated to practical understanding of the customer’s business environment, business processes and users, a key aspect to properly determine the involvement of different support teams and escalation to higher levels. The Service Desk works closely with customer support and development teams to present and provide a “united” approach to users and customers.
The dedicated team has excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, emotional intelligence. The key skill is to be able to fully understand and diagnose a specific incident in terms of business priorities, so as to take appropriate action to solve the problem, using the skills, the knowledge, the people and the processes available.