IT outsourcing is not only the supply and maintenance of the technical infrastructure; it is a comprehensive package of services, which includes equipment leasing, events and failures support, as well as Contact Center, and expert support.
Customers are the most important people for us. Therefore, all our solutions are adapted to the business model of the company and responsive to its needs.
Depending on your needs and expectations, we can provide you with the technical support 24 hours a day, seven days. Due to our proprietary solution, based on your own ITSM system, you can have full control and knowledge on the status of your request. It also ensures that all hardware or software failures and irregularities are removed as based on the agreed SLA. Our actions are based on ITIL best practices. The Quality Management System of IT Services implemented in our company ensures the provision of services at the highest level.
We provide our technical support services remotely with the use of the proper tools, and/or On-Site, i.e. directly at the site of an incident. Our branches located in major Polish cities can guarantee the effective support in the shortest possible time frame.
We provide the technical support services at the following levels:
HELP DESK. It is the first contact point for your workers. Help Desk team shall receive your request, classify it adequately, and try to sort out the situation remotely. If the problem cannot be solved in the designated time, depending on its nature and individual negotiation terms agreed with the Client, it will be transferred to the On-Site support team or to our experts.
SERVICE DESK. It is a team of people who solve the most complex problems. The employees who provide the services of Service Desk are experts in their respective fields of competence and act in compliance with ITIL standards. Being in constant contact with manufacturers of ICT solutions and having appropriate qualifications and certificates issued by Authorized Training Centers, our workers can guarantee the highest level of services including technical support, consultancy and advisory.
CONTACT CENTER. It is a service that complements Help Desk and Service Desk. It constitutes a single point of contact and enables full information exchange between users and technical support workers in TALEX S.A., which makes the Client kept informed at every stage about the status of his/her request and actions taken. Contact Center is introduced based on the proprietary solutions in the field of communications systems and management of individual channels of contact.