Call Center Ecosystem

The IT user service center, better known as Service Desk, according to ITIL, is the service provision channel through which users receive organizations. It is through this channel that access permissions are adjusted, new programs are installed and the computers used in the company are configured.

Our service offers complete end-user support. From resolving incidents and responding to requests to supporting systems and data centers. With special attention to compliance with Service Level Agreements for service time, ticket resolution and user satisfaction goals

Differences

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Personal assistance

The team can be located at the customer’s premises or at InterOp’s headquarters. It is also possible to have mixed teams and teams for field service.

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Specialized Technical Support

Highly trained professionals to deal with a wide range of technical issues, offering quick and effective solutions in line with best practices.

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Call Management

We work with different call systems (ITSM): cloud, on premise or OpenSource. We also carry out system implementation and maintenance.

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Customize your team

It is possible to choose both the size of the team and the roles of the people: level 1, level 2 and level 3 attendants and technical coordinators.

{ "style" : "solid", "id" : "clipboard-user", "label" : "Clipboard User", "unicode" : "f7f3" }

Personal assistance

The team can be located at the customer’s premises or at InterOp’s headquarters. It is also possible to have mixed teams and teams for field service.

{ "style" : "solid", "id" : "gears", "label" : "Gears", "unicode" : "f085" }

Specialized Technical Support

Highly trained professionals to deal with a wide range of technical issues, offering quick and effective solutions in line with best practices.

{ "style" : "solid", "id" : "headset", "label" : "Headset", "unicode" : "f590" }

Call Management

We work with different call systems (ITSM): cloud, on premise or OpenSource. We also carry out system implementation and maintenance.

{ "style" : "solid", "id" : "people-group", "label" : "People Group", "unicode" : "e533" }

Customize your team

It is possible to choose both the size of the team and the roles of the people: level 1, level 2 and level 3 attendants and technical coordinators.

Insights Service Desk

Outsourcing and investing in a specialized call center frees up the internal team for strategic projects, while ensuring high-quality daily technical support. The call center’s expertise and advanced resources contribute to user satisfaction, boosting productivity and operational efficiency. In a connected world, based on increasingly rapid digital transformations, ensuring end-user satisfaction is fundamental to business success.

11,57

billions US$

This is what the global service desk market is expected to achieve by 2031. Source:Business Research

3,4

billions US$

Of detected alerts. Where cybercriminals’ attempts were thwarted. Source: Microsoft

34%

Corporate and IT leaders in global research believe AI will maintain or increase the number of human roles in their organizations in 2024. Source: Avanade

11,57

billions US$

This is what the global service desk market is expected to achieve by 2031. Source:Business Research

3,4

billions US$

Of detected alerts. Where cybercriminals’ attempts were thwarted. Source: Microsoft

34%

Corporate and IT leaders in global research believe AI will maintain or increase the number of human roles in their organizations in 2024. Source: Avanade

Service Desk Guide – The depth of Technological Support

This guide aims to deeply explore this crucial aspect of technology support

In the modern world where technology plays a pivotal role in almost every aspect of business and everyday life, Service Desk emerges as a vital piece of IT infrastructure.

Covering everything from the fundamentals to the most advanced solutions. Let’s dive into this fascinating world of Service Desk.

Ready to increase end-user satisfaction through complete and humanized service?

From expert advice on delighting users to solving complex incidents, we’ve got your back

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Successful Journeys

Bruno Strapazon

Gerente Sênior (Serviços de Aplicativos de Infraestrutura, AGCO)

“Desde o início das atividades de Outsourcing da InterOp na AGCO otimizamos o uso de recursos  entregando mais performance da TI ao negócio. 

Os serviços de sustentação da infraestrutura e NOC (Network Operations Center) 24 x 7 para nosso  ambiente América do Sul qualificaram e automatizaram o gerenciamento dos eventos de TI, possibilitando  expandi-los com o monitoramento dos ICs e aplicações de TI, ampliando o relacionamento da Gestão de  Infraestrutura com as atividades fim da AGCO.  

A conexão entre o monitoramento técnico e o impacto nas operações de negócio é um desafio que nós  gestores enfrentamos e a qualidade do NOC criou maior sinergia da equipe de TI com o planejamento  estratégico da empresa.”

Bruno Strapazon

Gerente Sênior (Serviços de Aplicativos de Infraestrutura, AGCO)

“Since the beginning of InterOp Outsourcing activities at AGCO, we have optimized the use of resources, delivering more IT performance to the business.
The infrastructure support services and NOC (Network Operations Center) 24 x 7 for our South American environment qualified and automated the management of IT events, making it possible to expand them with the monitoring of ICs and IT applications, expanding the relationship between Infrastructure Management with AGCO’s core activities. The connection between technical monitoring and the impact on business operations is a challenge that we managers face and the quality of the NOC created greater synergy between the IT team and the company’s strategic planning.”

Bruno Strapazon

Gerente Senior (Servicios de Aplicaciones de Infraestructura, AGCO)

“Desde el comienzo de las actividades de InterOp Outsourcing en AGCO, hemos optimizado el uso de los recursos, brindando más rendimiento de TI al negocio. Los servicios de soporte de infraestructura y NOC (Centro de Operaciones de Red) 24 x 7 para nuestro entorno sudamericano calificaron y automatizaron la gestión de eventos TI, posibilitando ampliarlos con ICs de monitoreo y aplicaciones de TI, ampliando la relación entre la Gestión de Infraestructura y las actividades principales de AGCO. La conexión entre el monitoreo técnico y el impacto en las operaciones comerciales es un desafío que enfrentamos los gerentes y la calidad del NOC creó una mayor sinergia entre el equipo de TI y la planificación estratégica del empresa.”

Germano Marques

Diretor do Departamento de Suporte (Tribunal de Justiça do RS)

“Cada projeto tem suas particularidades e suas expectativas de clientes, e a aproximação da Interop e parceiros com seus clientes reforça o compromisso pela qualidade e seriedade com a qual vocês encaram seus desafios.”

Germano Marques

Director of the Support Department (RS Court of Justice)

“Each project has its own particularities and customer expectations, and Interop and partners’ approach to their customers reinforces the commitment to quality and the seriousness with which you face your challenges.”

Germano Marques

Director del Departamento de Apoyo (Tribunal de Justicia de RS)

“Cada proyecto tiene sus propias particularidades y expectativas de los clientes, y el enfoque de Interop y sus socios hacia sus clientes refuerza el compromiso con la calidad y la seriedad con la que enfrenta sus desafíos”.

Who trusts InterOp