{"id":2439,"date":"2023-11-01T15:27:06","date_gmt":"2023-11-01T15:27:06","guid":{"rendered":"https:\/\/dexian-brasil.website-in-dev.co.uk\/?p=2439"},"modified":"2023-12-13T16:48:06","modified_gmt":"2023-12-13T16:48:06","slug":"it-service-level-1-and-2-remote-and-in-the-field","status":"publish","type":"post","link":"https:\/\/brasil.dexian.com\/en\/case-study\/it-service-level-1-and-2-remote-and-in-the-field\/","title":{"rendered":"IT Service \u2013 Level 1 and 2 \u2013 Remote and in the Field"},"content":{"rendered":"<p>LOGISITCS.<\/p>\n<h2>The goal:<\/h2>\n<p>Being the user&#8217;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.<\/p>\n<h2>Indicators and SLA:<\/h2>\n<ul>\n<li>Solution term: &gt;90%.<\/li>\n<li>1st level solution: &gt;80%.<\/li>\n<li>Satisfaction rate: &gt;85%<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<p><strong>Users served:<\/strong> 700<\/p>\n<p><strong>Average calls\/month:\u00a0<\/strong>1,500<\/p>\n<h3>Benefits for the customer:<\/h3>\n<ul>\n<li>Increased internal user satisfaction;<\/li>\n<li>Improved demand and productivity management;<\/li>\n<li>Increased quality of services;<\/li>\n<li>Centralization of the service channel for users in the IT area;<\/li>\n<li>Standardization of procedures and implementation of knowledge base.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>LOGISITCS. The goal: Being the user&#8217;s single point of contact for IT demands, whether they are incidents, service requests &#8230;<\/p>\n","protected":false},"author":27,"featured_media":2440,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[12],"tags":[],"class_list":["post-2439","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>IT Service \u2013 Level 1 and 2 \u2013 Remote and in the Field - Dexian<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/brasil.dexian.com\/en\/case-study\/it-service-level-1-and-2-remote-and-in-the-field\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IT Service \u2013 Level 1 and 2 \u2013 Remote and in the Field - Dexian\" \/>\n<meta property=\"og:description\" content=\"LOGISITCS. 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