Service Desk
Today, knowing your customers and supporting them by giving immediate solutions to issues that arise, are crucial. IT has become of strategic importance to companies as business continuity often depends on its availability and end-users being able to use their PCs. The service desk plays an increasingly crucial role in this by ensuring that an end-user is always lead to the right contact within the organization and the issue is solved. This requires the use of advanced telephony infrastructure, CRM processes, incident management and knowledge management systems, and moreover a well trained and motivated staff.

Service Desk consists of a multi-channel single point of contact for all IT support functions. Global coverage is provided, operating on a 24 x 7 basis, supporting multiple languages and multiple contact channels, using the Atos Origin implementation of ITIL (Continuous Service Delivery Model) and meeting world-class key performance indicators (time to answer, first contact resolution etc.).

The Global Service Desk organization is a network of Service Desks worldwide, divided into three main regions that map to Global Organizations’ business model: NSA (The Americas), EMEA (Europe and Middle East, Africa) and APAC (Asia/Pacific). In each region there is one or more regional center as part of the global backbone. At customer’s request local satellites can be integrated into this structure to enhance customer support.

The Global Service Desk is supported by two core systems: Atos Origin Service Management Tool and Voice Network for managing the interactions at a global level.

Key drivers in providing support services are:
  • Consistency: Delivering service anytime, anyplace, anywhere in the same way
  • Efficiency: Controling complexity, increasing first-line resolution
  • Effectiveness: Cost effective methods reducing need to call (web client, e-provisioning)
  • Added Value: Alignment with business needs, generating end user confidence
Contact
Atos Origin Belgium & Luxemburg
Managed Operations
+32 2 690 28 00
email: Email this contact
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