IT User Service Center

We are specialists in the customized design of IT User Service Centers for all types of organizations. We offer a comprehensive service capable of covering the 3 phases of management of a dedicated IT User Service Center, from its implementation and its subsequent management to its operation with our own team of professionals and in our facilities.

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An IT User Service Center serves as a single access point for the users of an organization when it comes to managing their incidents and service provision in everything related to the use of the information systems of any kind of organization.

In SII Concatel we are experts in offering this service in a dedicated way and adapted to the needs of each client, either in their facilities or in ours, contributing from the first day the advantages of outsourcing this service with a high level of resolution in the first level due to the demanding continuous training plan of our agents.

Our IT User Service Center model is based on ITIL methodology, a set of Best Practices for the management of ICT services aimed at aligning said services with the needs of the business. These Best Practices cover mainly two major areas: support and provision of the service.

Systematic approach to the ICT service focused on processes and procedures

Establishment of strategies for the operational management of the IT infrastructure

Infrastructure

We have our own Service Management tool, ServiceONE, able to integrate the conversational experience of the IBM Watson virtual assistant, to offer our clients a high level of resolution of incidents in the first level with a significant reduction in costs and response times.

Teleoperation

We have a 100% Cloud Virtual Switchboard system, flexible, with a pay-per-use system that can be easily deployed and integrated with CRM, ERP, ticketing and Active Directory systems. At the same time, our expertise allows us to adapt to any other type of communication infrastructure of our clients.

Technical Team

Our team of technical professionals and IT infrastructure managers have extensive experience, knowledge and certifications in the implementation, management and operation of all types of CAU dedicated to companies of all sizes and sectors. In the same way, we are experts in the formation of Helpdesk teams dedicated to the resolution of incidents and first level services.

Facilities

We have Technical Centers in Barcelona, Madrid, Valencia and Palma equipped with the human and technological infrastructure necessary to carry out the remote operation of any type of dedicated CAU. Also, we have the ability to implement, manage and operate In Situ, in the dependencies of our customers, whatever their location, with our staff or carrying out the training of human resources of our customers.