Help Desk

Help Desk / Service Desk: centralised technical support for efficient incident resolution

The Help Desk or Service Desk is a central element in the management of your company’s IT services. It provides technical assistance and user support to quickly resolve technical problems, improve productivity and minimise service interruptions. At Advancia Teleservices, the Help Desk teams are trained to handle a wide range of requests, guaranteeing efficient handling and rapid resolution of incidents, particularly with regard to office tools: OS, Microsoft Office 365, Microsoft Teams, Microsoft Exchange online, etc. For your business applications, after training provided by you and access to your knowledge base (KB), we are also able to provide this service.

Advancia Teleservices Service Desk: Support, management and multi-channel assistance

  • First level user support (N1): Advancia Teleservices offers immediate assistance for common problems, such as software breakdowns, difficulties accessing systems, or questions about using digital tools. Our Level 1 helpdesk agents quickly handle and resolve these incidents to ensure business continuity.
  • Second-level technical support (N2): For more complex problems requiring in-depth expertise, our level 2 team intervenes to diagnose and resolve more advanced technical incidents. Advancia Teleservices’ service desk covers infrastructure maintenance, network malfunctions and the management of specialised interventions .
  • Incident and request management: Advancia Teleservices implements a structured incident management process, which includes the classification, prioritisation and tracking of customer requests in accordance with ITIL v4 precepts. This ensures that each problem is dealt with according to its level of criticality, with full traceability through to resolution.
  • Multi-channel support: Our Help Desk services are accessible via several channels (telephone, email, chat, online portal), giving users maximum flexibility to request assistance at any time. We ensure availability according to your company’s needs.
  • Knowledge base: We keep your knowledge base regularly updated, where our technicians and/or your users can find answers to frequently asked questions or consult guides to solve certain problems themselves, thereby reducing waiting times and improving the efficiency of the service desk.
  • Tracking and reporting: Every incident or request is tracked via our IT Service Management (ITSM) system, enabling real-time monitoring and the generation of detailed reports. These reports provide insights into incident trends, service desk performance, and potential improvements.

Advancia Teleservices Service Desk Benefits

  • Improved productivity: By quickly resolving technical issues, we minimise downtime and improve the productivity of your teams, who can focus on their core tasks.
  • Reduced downtime: Through rapid and structured incident handling, we reduce the downtime associated with IT problems, ensuring the continuity of your business-critical services.
  • Proactive incident management: We don’t just react to incidents, we analyse the root causes to implement preventive actions and avoid recurrence.
  • Increased user satisfaction: Advancia Teleservices offers fast, efficient and personalised Desk support. We guarantee a positive user experience, improving customer or employee satisfaction.

Why choose the Advancia Teleservices Service Desk ?

  • Experienced and certified teams: Our Help Desk agents provide services in accordance with ITIL v4 precepts and have extensive experience in technical incident management, guaranteeing a high level of technical expertise.
  • Flexibility and adaptability: We tailor our Help Desk solutions to your company’s specific needs, whether for internal or external support, with 24/7 coverage if required.

Do you have an outsourcing project? Do you want information about our organization? Do you want to learn about our achievements and client cases? Do you want an offer for a qualified project? Our sales team is ready to assist you at every stage of your journey. Contact us today to discover how we can meet your needs and provide you with an exceptional experience.

Advancia Téléservices, a call center where innovation is at the heart of everything we do. Join our passionate and dynamic team to shape the future of the customer experience. With us, every team member matters, and your contribution is valued in every interaction. If you are ready to take on challenges and thrive in an environment where excellence is celebrated, we would love to have you with us.