Multilingual 24/7 Service Desk

The central point of contact between users and IT services: continuous oversight of reports, support requests and IT incidents, with clear and measurable SLAs.

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the point of contact between users and IT

The Valuemate Service Desk plays a crucial role in ensuring the efficient running of daily operations, acting as the central point of contact between users and IT services.

Activities include handling support requests (incidents and service requests), assistance with system access, resolution of hardware and software issues, and proactive monitoring, including provisioning, deprovisioning and credential management.

We operate through structured processes, based on frameworks such as ITIL, to guarantee fast response times, traceability and user satisfaction.

a reliable, scalable service

Continuous operation

Active 24/7/365: timely handling of reports, requests and IT incidents.

Multichannel support

Phone, email, dedicated portal and online chat, with full traceability and defined SLAs.

Qualified ICT specialists

A team qualified for first, second and third level activities, with fast solutions.

Reporting and continuous improvement

Constant monitoring and detailed reporting drive continuous service improvement.

three levels of support

LEVEL 1

First contact and triage

Intake, classification and immediate resolution of common requests.

LEVEL 2

Specialist support

Analysis and resolution of hardware and software issues requiring dedicated skills.

LEVEL 3

Expert escalation

Specialist intervention on critical cases and integration with infrastructure teams.