We often refer to Teleassistance or Help Desk meaning remote support.
Since several years it is possible to provide the technical and technological assistance services “remotely” or centralize the skills and have more or less expert technicians who can help users through different channels such as: Telephone, Chat, Web Ticket, remote control of the computer.
Basically Arka Service can offer its expertise and availability of resources 24 hours a day, 7 days a week, 365 days a year, to assist your users. In this way the work does not stop but continues with a contact/call to the help desk and the support from a technician who will take care of the problem or dispatch it to the person in charge.
According to the ITIL standards we should use the term Service Desk, since this type of support is associated to the users of the service, while the Help Desk is in fact a component of the Service Desk.
The Service Desk should not be confused with Customer Support, which is focused on customers problems. Arka Service has been operating in Tech Assistance since the mid-90s and today can rely on more than 350 employees who are able to provide support services in 15 languages. All the technicians work from the offices in Turin (Buttigliera Alta) or Milan (Sesto San Giovanni).
The different kinds of support range from S.P.O.C. intended as Single Point of Contact, Call Dispatching, 1st Level Support up to 2nd level support or, for more complex needs often related to “physical” issues, to the on-site support.