Service Desk24/7 Multilingual 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 can support in

many different languages including Danish, Norwegian, Swedish, Finnish, German, Estonian, Lithuanian Polish etc. and 24/7/365 in English,

Latvian and Russian to anywhere, worldwide.

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Financial leverage

Using our Service Desk reduces your fixed costs and

thus can boost your return-on-investment remarkable.

Focus on core competencies

Free up your management to spend time on areas

where your company is best positioned to add value.

Knowledge of Industry Experts

Use our international team of experts that owns all the

skills to succeed in your customer service environment.

Flexible capacity

Create yourself a flexible capacity for handling varying

call volumes and master seasonal and other fluctuations.

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Service Desk provides efficient and

effective support which allows users

to focus on their daily tasks instead of

chasing IT and having to escalate their

issues.

Increased user productivity

SOP’s and knowledge base articles are

continuously updated to ensure faster

resolution times. proactive knowledge

improvements and preventing com-

mondifficulties from recurring.

Knowledge management

We provide support in the following

languages: English, Norwegian, Danish,

Swedish, Finnish, German, Chinese,

Latvian, Lithuanian, Russian, Polish,

Slovak, Czech, and French etc.

Multilingual user-friendly support

Service Desk follows a highly efficient

internal escalation process via a dedicated

Quality team to ensure that SLAs are met

and critical issues are resolved with minimal

impact to customer

Incident/ Escalation management

Our ISO Quality, Service and Security

management certification level and

the ITIL certifications our employee

ensure that the highest industry

standards aremet.

Our agents have extensive experience

in supporting business critical systems

and workstations in the energy sector,

shipping industry, finance industry

andothers.

Experience

ITIL compliant

We ensure quality & proactively

identify improvement areas, by

analyzing all customer feedback and

proactively monitors quality of our

service.

Quality assurance

High certification levels

Our agents are Microsoft and Citrix

certified and can provide customers

advanced technical assistance and

investigate issues to ensure that the

root cause is found..

Atea Service Desk ensures that users experience minimal latency when approaching the Atea Service Desk and using Information technologies. We address users'

problems quickly and efficiently by utilizing our capabalities in communication skills and technical knowledge

1st Level Service Desk

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2nd level Service Desk solves

complicated technical issues &

provides assistance to Level 1 to

ensure fast & efficient support and the

highest level of fist call resolution.

Increased user productivity

Atea Service Desk Level 2 will

continuously update SOP’s and

knowledge base articles for Level 1

(customer or 3rd party provider) to

ensure faster resolution times.

Knowledge management

Our agents provide 24/7 support in

English and other languages to all

kind of customers all around the

world in various industries and

different sized organizations.

24/7 technical support

Level 2 agents provide incident

analysis, problem registration, initial

diagnosis and investigation for all

problems including workaround and

resolution for problems.

Problem management

Our ISO Quality, Service and Security

management certification level and

the ITIL certifications our employee

ensure that the highest industry

standards aremet.

Our agents have extensive experience

in supporting business critical systems

and workstations in the energy sector,

shipping industry, finance industry

andothers.

Experience

ITIL compliant

We ensure quality & proactively

identify improvement areas, by

analyzing all customer feedback and

proactively monitors quality of our

service.

Quality assurance

High certification levels

Our agents are Microsoft and Citrix

certified and can provide customers

advanced technical assistance and

investigate issues to ensure that the

root cause is found..

The main purpose of the Service Desk is to maintain the productivity of the users. Atea Service Desk Level 2 provides support for both standard and custom applications

as well as complex environments,mobile devices, security systems, Citrix VDI and VMware View andmanages complicated issues throughout their lifecycle

2nd Level Service Desk