Technical Support

On-site and remote technical support for operational IT environments, with clear ownership, measurable SLAs and traceable workflows.

Focus

Ticket-based support contracts with defined response times

Focus

Post-warranty hardware maintenance and spare-parts coordination

Focus

Operational rollout: staging, installation, replacement and device pickup

Focus

Support for end-user workstations, printers/MFPs and network equipment

When to adopt a structured support model

Critical tickets handled reactively, without prioritization or defined response times.
Distributed locations with inconsistent operating standards.
Operational downtime caused by hardware failures and slow replacements.
Limited visibility on backlog, escalations and intervention status.

L1/L2 Service Desk with intake, technical triage and escalation.
Scheduled or on-demand on-site intervention for workstations, network and peripherals.
Asset lifecycle management: staging, installation, replacement, pickup and decommissioning.
Operational reporting on SLAs, ticket volumes, average resolution time and recurring causes.

Coordinated technical intervention across distributed locations and critical assets.

Ticket handling, prioritization and SLA execution with continuous visibility.

Operational data alignment to support faster and more reliable decisions.

Service catalog, RACI and KPI definition aligned with IT Managers and Operations teams.
Runbooks and standard procedures to reduce key-person dependency.
Periodic service reviews for prevention, capacity planning and continuous improvement.

We define a clear and sustainable support scope, aligned with your locations, asset base and service-level targets.