Engineering Innovation in
Smart Transportation
Improving technical support for users and promoting digital innovation through the implementation of an advanced virtual service desk and on-site services.
Approach & Solution
Approach
The client needed a well-structured service desk solution that provides first and second-level technical support, including on-site services for premium users, to enhance digital innovation and ensure a high standard of technical assistance.
With a strategic and collaborative approach, the project focused on improving operational efficiency through the introduction of a new ITSM platform and fostering dialogue among all technical divisions within the company, thus ensuring comprehensive and timely support.
With a strategic and collaborative approach, the project focused on improving operational efficiency through the introduction of a new ITSM platform and fostering dialogue among all technical divisions within the company, thus ensuring comprehensive and timely support.
Solution
We have implemented an advanced service desk solution based on the ServiceNow platform.
First-level support was effectively managed through phone, email, and web channels, while second-level support provided remote and on-site assistance to address complex issues and handle IMAC interventions. A dedicated hardware maintenance team ensured regular updates across all company devices.
Thanks to our extensive network coverage, we ensured comprehensive and timely support, significantly contributing to the success in enhancing IT services for the transportation infrastructure.
First-level support was effectively managed through phone, email, and web channels, while second-level support provided remote and on-site assistance to address complex issues and handle IMAC interventions. A dedicated hardware maintenance team ensured regular updates across all company devices.
Thanks to our extensive network coverage, we ensured comprehensive and timely support, significantly contributing to the success in enhancing IT services for the transportation infrastructure.
Results
Enhanced operational efficiency
Increased user satisfaction
Fostered a more collaborative and proactive environment
Boosted productivity
Project Team
Engineering DHUB