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Incident e Problem management

For a service where quality and cost are strategic factors, the support of our 1st and 2nd level operators is available 24/7. This way we can restore the normal functions of the service in quickly as possible, thereby minimizing the negative impact of the problem on the management and ensuring the maintenance of service levels.

Services’ perimeter includes:

  • “How to use”;
  • Assistance to the resolution of malfunctions or failures related to hardware and software components;
  • Account Administration (reset password and unlocked user/session);
  • Networking issue resolution (LAN, intranet, internet) for workstations.
  • Resolution of issues related to e-mails systems (Lotus Domino, MS Exchange, Outlook);
  • Resolution of issues related to the workstation Operative System (Windows XP, Vista, 7, Windows 10);
  • Custom applications’ configuration and problem solving through checklists.