Ar Telecom offers a complete portfolio of managed information technology services, at the level of end-user support, infrastructure management and sourcing, thereby allowing your people to focus entirely on your business goals.

Using a methodology based on indicators that assess user satisfaction, the number of incidents and the performance of systems, we take a proactive approach and adjust the service to suit your company's life cycle.

The provision of the service is based on ITIL and ISO/IEC 20000 standards, taking advantage of the respective mechanisms of continuous improvement to ensure the implementation of the best IT management practices.

WHY CHOOSE AR TELECOM?

• We understand the combination of people, processes and technology.
• We help you make the most of your existing infrastructure and operations.
• We focus on providing measurable and tangible results for our customers.
• We work to understand customers' businesses and work practices.
• We guarantee a specialised level of expertise in the most complex and demanding technological areas.

END USER SUPPORT

Support service for users of the companies' computer facilities provided either on-site or remotely, and with a focus on the organisation’s satisfaction and productivity. Our offer focuses on the essential processes that allow the continuous operation of users’ daily tasks, managing incidents efficiently and responding to requests.

Level 1 – Answering telephone calls, sorting and detection of incidents and requests

Single Point of Contact for the communication and management of the entire life cycle of incidents and requests, from communication and registration, to analysis, routing and resolution.

Level 2 – Remote resolution of incidents and requests and call dispatching for local support

Line that precedes detection and remote resolution of the incident, avoiding the need to resort to local interventions whenever possible.

Level 3 – Remote local/on-site support or on-call intervention

Local support service for users in terms of equipment and software, with a view to ensuring operability and providing work station support.

Software platform management

Support services for the creation, maintenance and certification of PC images. Includes centralised software distribution to work stations. Security patching of operating systems and addressing vulnerabilities and security issues.

INFRASTRUCTURE MANAGEMENT SERVICES

Remote monitoring, operation and administration of public, private or hybrid cloud infrastructures, or at customers’ premises.

STAFF SOURCING

Outsourcing of IT resources, the main advantages of which being cost optimisation, immediate access to external knowledge and technologies and an improvement in service quality.

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