Project for the setup of a First-Level Help Desk service for headquarters and the branch office network nationwide.
The service handles incoming requests, analyzes them, and dispatches on-site technicians when necessary, as well as manages project-based activities (PC staging, logistics management, technology rollouts, and updates/renewals of provided tools and applications).
The expected annual volume is 5,000 tickets (split between Incidents and Service Requests), with target annual SLAs of 75% resolved within 4 hours and 100% within 12 hours.