Service Desk

The dynamism of modern business makes it essential that companies and institutions resolve IT requirements, queries and incidents rapidly. It is fundamental for business continuity, and has a huge effect on productivity and on the services provided to their own customers, suppliers and users.

Many of our customers are unaware of the volume of IT incidents that affect the everyday life of their business. When incidents occur they have to contact multiple support centers or specific people without achieving formal commitments to a solution.

This is an unnecessary risk that may also involve additional costs.
The QUANTA SYS Service Desk operates as a single point of contact, which can be accessed through different channels: telephone, e-mail, chat, and web. We resolve the requirements presented by users in a timely manner, whether incidents, queries or requests for IT services. This enables our customers to improve their operational continuity and have greater visibility of their IT.

Our use of best practices enables end users to benefit from the following features:

• We provide a single point of contact for end-users.
• Our support is based on previously standardized procedures. Our solutions are constantly kept up to date.
• We are the first point of contact through different interaction channels: chat, web, phone, pre-ticket.
• We take remote control of users’ workstations.

Process-oriented features:

• We provide remote support using different interaction channels: remote control, chat, phone.
• We manage incidents and user requirements.
• We manage referrals and escalate tickets.
• We manage the follow-up to problems and close tickets.
• We escalate incidents to internal support within QUANTA SYS.

Business-oriented features:

• We classify IT incidents, which identifies the areas for improvement.
• We prepare quality surveys and management reports.
• We manage support in accordance with agreed SLA’s.
• We prepare reports that analyze the behavior of IT services.

Field Services

A major challenge facing organizations is the recruitment of trained personnel and providing them with the tools to resolve incidents in a timely and efficient manner, which affect operational continuity for IT users and critical equipment such as servers or communication equipment.

Keeping distributed and centralized IT platforms constantly available is very expensive and risky. This challenge distracts companies from more strategic IT projects aligned with their business needs.

QUANTA SYS Field Services deliver specialized technical assistance to resolve incidents in the field that affect the technological infrastructure for IT users (PC, notebook, printer, software productivity, operating system, etc.). Our Service undertakes preventive maintenance and repairs central devices, with the aim of ensuring operational continuity for users and central platforms, based on agreed indicators.

• We provide a multi-platform and multi-brand service.
• Our service is delivered at the user’s workstation or at our customer’s facilities.
• We repair equipment in laboratories, whilst administrating valid guarantees.
• We provide corrective support, focusing on operational continuity and agreed service levels.
• We undertake preventive maintenance on all the equipment covered by the service.
• We temporarily replace equipment, in order to meet agreed service levels.
• We perform operational tests (with the user’s agreement) to ensure that the problem has been resolved.
• We provide the necessary spare parts, and implement any preventive measures recommended by respective manufacturers.
• We provide feedback to users regarding the origin of their problem and recommend measures to prevent it from recurring.
• We undertake an initial inventory of the equipment covered by the service.