Our End-User Support and Service Desk manages the dialogue between user and the IT organization.
We provide a single point of contact where users find the right answers to their questions or problems.
Our approach is based on ITIL, CoBIT and the best practices built over the years and in many successful projects. This includes :
- Incident, Event and Problem Management
- Change Management
- Release and Configuration Management
To ensure that the service consistenly meets user expectations, these services are governed by Service Level Agreements (SLA), and measured against a set of predetermined Key Performance Indicators (KPI) and Key Goal Indicators (KGI).
By specially emphasizing knowledge transfer and business understanding, Contraste's Service Desk also offers effective request management, as well as how-to-use assistance.