Made up of competent professionals and certified by ITIL®Foundation, it provides all technical assistance and maintenance services according to ITIL best practices. The Service Desk acts as SPOC (single point of contact) between the users and the technical structures of Medas; responds to user requests and operates autonomously and competently according to the planned activities and surveys of the state-of-the-art monitoring system at its disposal. It manages the process in its entirety and complexity by activating the Technical Support Group if necessary to deal with specialist interventions on HW and SW. The management of the activities is supported by a latest generation ticketing system.
The Service Desk activities are supervised and assisted by the PRINCE2 ® Foundation and Practitioner certified Project Management staff, which analyzes the performance indicators of the service and evaluates any corrective actions from a CSI (Continual Service Improvement) perspective.
The Service Desk is made up of personnel operating remotely appropriately organized to ensure the execution of processes H24.