European Service Desk2022-10-10T16:58:41+00:00

Our goal is to provide a single point of contact for all users of I.T. services

Our multilingual European Service Desk provides 7X24X365 service, and is organized on different levels to manage different types of requests.
The first level help desk prepared to answer the most common questions, and to provide assistance / solutions directly to the end user.
The second level help desk prepared to manage more complex interventions on CRM and vertical software, is organized with different working groups, each expert in its field.

In detail, the services of our European Service Desk:

❏ Centralized support service for the resolution of user problems
❏ Remote support on the use of hardware and software products
❏ Management and coordination of third parties
❏ Executive reporting
❏ Knowledge base creation
❏ Management of emergency calls through mobile networks
❏ Continuous training and qualification levels
❏ Qualified experience in the management of specific platforms and use of systems and applications
❏ 450,000 calls / year handled
❏ Over 75,000 users served
❏ Average waiting time: 15 sec.
❏ ISO 9001: 200 quality system
❏ 500 square meters of dedicated areas
❏ Cloud switchboard system for automatic routing of calls to preferential operators (ACD / IVR)

The objectives

The objectives of our Service Desk can be summarized in the following points:

  • Acting as a single point of contact for users, acts as the interface with users for all IT services
  • Manage incidents and user requests and provide an interface for other processes, such as Change, Problem, Configuration, Release, Service Level, IT Service Continuity Management
  • It manages the entire life cycle of the incident or service request

AskQ Ticketing System

The goal of each company is to have a quality Customer Care, dedicated to its customers, thanks to which to outline a relationship of trust, develop a clear and continuous communication based on the needs expressed and define an immediate support that is able to anticipate the their problems. The AskQ Ticketing Management process, entirely developed by MVS and integrable with other ticketing systems (for example Service Now), defines the assistance and support actions for customer requests, focusing on its prerogatives and expectations of speed, proactivity and effectiveness in solving problems, through any channel your tickets can reach.

The customer service process is designed to be conveyed through all available channels, keeping all information and details within the historicization of the individual tickets. AskQ automates Ticketing Management and makes the process more efficient, optimizing problem resolution times, reducing resource inefficiencies and reducing costs. Optimize ticketing by defining the levels of support, based on the type of problem and the agreed SLAs.