Services Desk/ Help Desk
Your lever for operational efficiency and business satisfaction at a controlled competitive cost.
Advancia Téléservices offers to ensure the availability and traceability of events occurring on your information system for all your business lines.
Our objective is to increase the productivity of your functional teams by reducing the number of requests and/or by providing rapid responses supported by proven technical and educational resources.
Methodology
- Set up a “Single Point Of Access” for users, handling their requests and incident submissions (technical and functional) end-to-end.
- Deliver support from our service center with a level of online service that meets our customers’ expectations.
- Maximise first call resolution using standardised processes.
- Optimising the use of service desk tools (ITSM, remote control, remote distribution, knowledge base and diagnostic trees, etc.).
- Handling incidents in compliance with SLAs (Service Level Agreements) covering overall call pick-up rates and call pick-up in less than 12s, as well as logging rates.
- Continuously improving knowledge and processes to meet ever-increasing requirements.
