Global Service Desk 24/7

VALEO ITstands forimmediate support, anywhere and anytime

First Level IT-Support

The way users work has changed, and with them their needs. A new kind of support is needed. We learned that and further developed our user support, from a classic service desk with telephony as the main input channel to a central interface for all support topics across all channels.

We offer optimal support, regardless of whether users are working as usual, on desktops or notebooks in the office or on their own devices, mobile or at home.

We are available through different contact channels, either digital channels (Self-Service-Portal or virtual assistants), live channels (phone, E-Mail or Chat) or direct contacts (onsite support). Our First Level IT Support is your “Single Point of Contact” – this way you can quickly and easily reach a competent contact person using your preferred way of contact. This will reliably take care of answering your inquiries and, if necessary, forwarding them to our specialized staff.

No matter where in the world your users are, with us you always have a contact person who is globally positioned and represented locally in every region. Thanks to our geographical location, it is the linguistic diversity and cultural proximity to the users that distinguishes us from our competitors.

With the changing task, we are also experiencing a transformation in the way users consume support services and benefit from automation, virtual agents and self-help solutions. We support your IT with our experience to master this transformation.

Key features

Increase of the user productivity

Productivity

Increase of the user productivity

Optimized user experience and user satisfaction

Optimization

Optimized user experience and user satisfaction

Globally, around the clock

Globally, around the clock

Fast reaction times

Fast reaction times

Multi-channel

Multi-channel

High reliability

High reliability


currently eleven languages, expandable at any time

Multilingualism


currently eleven languages, expandable at any time

Product Support

Our Product Support offers your customers full support and technical assistance in depth when using your solution. No matter whether it is a software solution, a product or a service that you offer to your customers.

Similar to the IT Service Desk, we support not only the users of your IT, but also your customers in troubleshooting or in handling your product. We not only limit ourselves to accepting the fault report, but also offer comprehensive support.

We face all technical requirements and problems - so that you can present your product in the best possible way on the market.

  • Individual support
  • Multiple application possibilities of the service

Key features

individual support

individual support

multiple application possibilities

multiple application possibilities

Escalation Management

We are prepared for everything - even if things are not going so smoothly.

Our escalation management, as part of the incident management process, ensures that malfunctions are resolved as quickly as possible and normal operations of the IT systems are restored in the shortest possible time. At the same time, escalation management ensures that unresolved problems are proactively tracked in good time within the agreed solution and response times.

In the event of a malfunction with business-critical effects, the escalation management takes over the control of the different support groups immediately after the notification. Our experienced escalation managers set up a constant communication channel between the parties involved, track the malfunction from notification to solution and report the status and the solution to the agreed stakeholders.

With this monitored approach, the impact of a failure on the customer's core business is minimized and user satisfaction is increased.

With our Escalation Management, you also benefit from optimized service level management - a win-win situation.

 

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Key features

shortest possible solution times for malfunctions with business-critical effects

shortest possible solution times

shortest possible solution times for malfunctions with business-critical effects

optimierte SLA Erfüllung

optimierte SLA Erfüllung

smooth operation

smooth operation