IT Service – Level 1 and 2 – Remote and in the Field

LOGISITCS.

The goal:

Being the user’s single point of contact for IT demands, whether they are incidents, service requests or issues related to IT infrastructure, including remote (N1) and in-person (N2) support.

Indicators and SLA:

• Solution term: >90%.
• 1st level solution: >80%.
• Satisfaction rate: >85%

Users served: 700

Average calls/month: 1,500

Benefits for the customer:

• Increased internal user satisfaction;
• Improved demand and productivity management;
• Increased quality of services;
• Centralization of the service channel for users in the IT area;
• Standardization of procedures and implementation of knowledge base.