Service Center & Technical Support

ACG’s Service Center & Technical Support provides you with a multilingual single point of contact (SPOC) staffed by skilled, service minded personnel who operate using industry-standard ITIL Service Management processes. This ensures increased support responsiveness, high availability and performance of your business applications and services.

The challenge

Service center and technical support is the most visible ICT service, from a user point of view, as it deals with user incidents, problems and service requests. A well-functioning support service is crucial for efficient operations as it ensures that the business impact of ICT incidents are reduced to a minimum, implements possible workarounds and rectifies the situation as quick as possible.

ACG’s solution

We substantially increase the performance of support service and lower the cost of providing support to your users through our tried and tested Service center and technical support concept. The service is in order to be able to support organizations and their business operations.
Lower costs are achieved through the consolidation of the support service, increased level of automation and improved demand management. An approach unique to ACG is the efficient use of self-service and self-healing initiatives to minimize on-site support requirements and substantially reduce support transaction costs.
The Service center and technical support operating model is based on an industry standard ITIL process framework, complemented with proactive monitoring and automated recovery services, reactive handling of user incidents, problems and service requests.
The Service center operates and maintains a sophisticated Customer portal. The Service center also continuously measures user satisfaction, takes care of the user communication and information services. Additional services such as Identity management, eLearning and Branch office services can be included as optional services in Service center and technical support concept

Benefits

ACG’s approach provides you with the increased business agility and adaptability you need to meet your competition head-on. Our Service center and technical support and ICT Operations Management framework allows you to realize that objective through long-term partnership and robust service governance. We work together to develop new capabilities, create new ideas and insights and create higher value from your ICT investments.