We have the technologies, skills and experience to provide customized and optimized IT assistance solutions according to the customer’s needs.
We provide I, II and III level support on the most widespread information technologies both remotely and on-site – throughout the country, both with the traditional help desk assistance formula and with the creation of defined work teams dedicated to a Customer/service only (Dedicated Service Desk).
We cover the following areas of expertise:
This category includes workstations, notebooks, desktops, thin clients, whether Apple or Windows-based. We provide support both for investigations of hardware problems and for application malfunctions of the operating system or of the main productivity software (for example the Office suite)
we provide assistance for Android and Apple smartphones and tablets, both “on demand” and through centralized management and monitoring (MDM) solutions
Our skills range from hardware and service monitoring (through the use of dedicated probes) to application support, from spare parts management to log analysis. We support the Windows Server world and the most popular Linux/Unix enterprise distributions
we manage the remote monitoring of IT peripherals such as printers, scanners and videoconference systems. We can directly manage on-site interventions or engage the appointed third parties.
Distributed technological devices (UPS and PDU, badge readers, monitors, totems and digital signed system): through the use of special tools we can monitor the operating status of heterogeneous technological devices such as UPS, PDUs, badge readers, monitors, totems and digital signage systems. In the event of breakdowns, we can activate on-site interventions directly with our technicians or by engaging the responsible third parties.
We can activate proactive support on the operational status, on the use of hardware resources and on alerts from the main market brands.
We provide specialist assistance for asset management, patch management, change management activities.
We can notify the release of new firmware or software updates and, based on the installed, highlight which fixes they correct and which bugs they involve.
Through interviews and technological assessments, together with the Customer we will define the technological perimeter, the performances (i.e. the SLAs inherent in taking charge and resolution times), the classification of the tickets (for example standard, urgent, VIP), the expected maximum number of requests on a monthly/yearly basis and any specificities (24/7 availability, knowledge of foreign languages, etc.): we will assign a dedicated service manager who will act as a single point of contact for problems, reporting and service monitoring.
The approach to the management of change management and incident management based on ITIL methodologies, combined with the web-based trouble ticketing tools that we make available to the customer, allow timely and organized management of requests.