The solution was designed and implemented to meet the need for an internal service desk with SPOC (I-II level) functions and on-site support.
Systems for reporting, analysis, and engagement have been developed, available 24/7. Additionally, an operational system for coordinating and managing cross-functional activities across various second-level teams of the client is in place, along with a system for assigning and managing project-based activities.
The annual ticket volume handled is 80,000, with 10,000 on-site interventions.
The annual SLAs have a resolution rate of 99% within 4 hours for high-priority cases or within 8 hours for other cases, and a 93% response rate within 20 minutes.
The solution was designed and implemented to meet the need for an internal service desk with SPOC (I-II level) functions and on-site support.
Systems for reporting, analysis, and engagement have been developed, available 24/7. Additionally, an operational system for coordinating and managing cross-functional activities across various second-level teams of the client is in place, along with a system for assigning and managing project-based activities.
The annual ticket volume handled is 80,000, with 10,000 on-site interventions.
The annual SLAs have a resolution rate of 99% within 4 hours for high-priority cases or within 8 hours for other cases, and a 93% response rate within 20 minutes.
