Multichannel helpdesk
Phone, email and ticket portal to reach support through the channel best suited to urgency.
In plain terms
End-user support — a service you can measure.
Effective IT support is more than “answering the phone”. It is a tooled process: every request is logged, prioritized, assigned to the right technician and tracked through to resolution.
Our Level 1 and 2 technicians resolve most common incidents (passwords, access, printers, office software) in under 30 minutes. More complex requests escalate to our systems, network, or application experts without users having to restate their request.
What we do
Structured support, from first contact to resolution.
Ticket management
Every request is logged, qualified, and tracked in GLPI, with visibility for your internal contacts.
Remote takeover
Direct intervention on the user workstation for fast diagnosis and resolution without on-site travel.
Expert escalation
Smooth handoff to our systems, network or application teams for complex incidents.
Satisfaction tracking
Measuring first-level resolution rate and user satisfaction at every ticket closure.
Knowledge base
Capture of solutions delivered to accelerate handling of recurring requests.
In figures
Support measured on every ticket.
<30 minAverage level-1 resolution time
85 %Of tickets resolved at first level
OmnichannelPhone, email, portal
GLPIFull request traceability
Frequently asked questions
Everything about our end-user support.
What types of requests can you handle?
The full scope of desktop and application support: access, passwords, printing, messaging, business software, hardware, plus more technical requests escalated to our experts.
Is support available for all our sites?
Yes, our helpdesk covers all your sites and remote users, with the same service commitments everywhere.
How do our internal contacts track activity?
Dedicated GLPI access lets your contacts track open tickets, status and resolution statistics in real time.
Can different priorities be defined by user?
Yes, together we define a priority matrix based on profiles and the criticality of the applications involved.
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