Description

The Help Desk service provides users with technical support to hardware and software across the IT infrastructure, through a telephone number that manages calls automatically.

We offer a single point of contact for all business units of our clients nationally distributed for telephone attention for its users during office hours or 7x24 coverage.

Help Desk staff is trained to give telephone support (1st Level), at the same time the user reports an incident or requirement and if unable to resolve the problem by telephone with our different levels of escalation, you will be assigned an engineer for on-site support.

Migesa has an online system (Sai Line) where the registration, control and monitoring of each of the calls that come to the help desk is done. This system will record the information generated of incidents or requirements, enabling the Help Desk organization to function with an automated process for the care, monitoring and resolution of it. All general data for the control and monitoring of the service reports requested by the client are recorded in the system.

Benefits

• Centralization of attention to users at national level.
• Hours of service according to customer's needs.
• Control and monitoring of reports.
• Scaling process.
• Electronic log of events which can be accessed online via telephone or web access.
• Satisfaction surveys with users at the end of each incident.

Deliverables

• Performance Reports

- Attention Call

- Cases resolved


• Information from surveys conducted