What is 1st and 2nd level Service Desk ?
Atea Global Service desk offers world class 1st and 2nd level support for both standard and custom applications as well as complex environments, mobile devices, O365, security systems, Microsoft, Citrix and VMware to name a few!
We provide high quality support with structured procedures and documentation, enabling fast and consistent support following best practices worldwide!
We provide support in 10 different languages including, English, Danish, Norwegian, Swedish, Finnish, German, Latvian, Polish, Russian and Lithuanian. A d offers 24/7/365 support in English and Latvian to anywhere, worldwide.
Atea Service Desk currently handles approximately 500,000 tickets per year.
We support all common packaging technologies including MSI, Microsoft App-V, Microsoft App-X, Intune MSI, MAC packages, VMware ThinApp and Symantec virtualization.
Atea Application Manager is the perfect solution with built-in tools for documentation, dependency checking, user acceptance testing, and automatic deployment through SCCM. All your media files, packages and documentation in one place. Search no more…
FREQUENTLY ASKED QUESTIONS
How long does it take to transition Service Desk?
As a rule of thumb we send a task force onsite to the current provider, to work side by side with them, creating documentation and learning how to support the customer. Then they return with members of the existing providers for 2 more weeks to finish the handover. All in all, it takes 4 weeks to properly transition the Service Desk.
What Service Management system will be used?
We use our own system within Atea but we are also able to use the customer’s existing system if they so wish.
Is Self Service included?
No, not for 1st and 2nd level Service Desk, it is available as a add-on to the Service desk offering. However Self Service is included in the 3rd generation Service Desk.
What hours do you provide Service Desk?
The Atea Global Service desk is available 24/7/365.