This service has the objective of providing, based at the Clients facilities, a single point of contact (SPOC) to client Internet users. Itautec's helpdesk is a specialized division in that it provides technical support, either over the phone or via remote access, of information technology and communication equipment, with the objective of solving all incidents and problems that our clients may have.

The help desk service is recommended for all companies, independently of their size or lines of business. By opting to outsource this service, companies gain flexibility and cost reduction as a result of simplification of their structures. Free from all worries related to their information technology, telecommunication, infrastructure and other departments, companies are able to focus teams on their core business and increase their productivity.

Itautec's help desk works with market standard SLAs, thus offering flexible structures. According to the needs that each client may have, other SLAs can be defined.

Our professional team is qualified in using best practices for telephone support and is knowledgeable and trained in techniques that allow them to diagnose and solve IT related hardware and software problems.

The helpdesk's team of professionals is skilled in handling problems relate to hardware (PCs, printers and other peripherals), basic software (MS Windows), desktop applications (MS Office) and other corporate applications - in this case, it is necessary that the clients or the responsible teams provide training and documentation regarding these other applications.

In case it is not possible to solve the problem at the first level, this event is forward to a team that handles "second-level support"; this team can be either an Itautec team, a client team or a supplier team. Itautec's helpdesk is configured in a way to solve the majority of issues and problems at the first level. The events and issues that need intervention from IT areas - either client or supplier IT areas - will be forwarded, by the help desk, to the responsible persons, as designated by the clients.

All calls that are forwarded to client suppliers will be managed, and all established and contracted SLAs will be followed up. Whenever necessary, Itautec's helpdesk will resort to the levels of escalation informed by the Clients and their suppliers, to solve problems that can eventually appear.

Itautec will provide its clients with Web access to view and track events. It will also periodically send reports containing statistics to aid decision-making and improve the quality of the services that are rendered.

Besides the items mentioned above, Itautec's Helpdesk will also carry out the following activities:
- Answer and record all calls that come in from the users of the client IT services, using a proprietary or supplier system or on a system supplied by the customer,
- Appoint the severity of problems,
- Classify and rank events,
- Close all solved events,
- Answer all user requests with appropriate information and in a timely manner,
- Forward all events to the appropriate IT support groups, which provide services to the clients (Data Centers, Telecommunications Operators, etc.),
- Inform users about the situation of the events that are still open,
- Inform users about events that may have an impact on their activities.

Itautec's Helpdesk relies on a set of tools that speed up service, improve quality and it is always in search of continuous improvement, such as:

- Call management systems - these systems permit the listing of the resources that are more indicated to solve the problems described to Itautec, based on the information that is provided by the users who work for the clients at the time of the logging of the event by the Helpdesk. In this manner Itautec's team has immediate access to documentation, procedures, programs, employees or any other resources identified as probable solutions to the problem. Also recorded are all the actions carried out by Itautec or any information that is forwarded to the clients, thus permitting the precise follow-up of all service processes carried out by Itautec. Therefore, the Helpdesk team is able to conduct studies to evaluate the past history of calls or identify solutions that were taken in previous cases, speeding up the identification and the solution of problems.

- Knowledgebase - Whenever a problem is identified as being recurrent, complex or highly impacting on the user or on the clients operations, the Helpdesk team adds the solution to Itautec's Knowledgebase in the form of "Service Scripts", being that the content of these are restricted, only accessible to the support teams involved in caring for the Client. The problem is simulated in a laboratory, by a specialized team, which tests and validates the identified solutions, thus ensuring its correct functionality. A documentation team is responsible for classifying all information per client, product family and problem type, releasing documents that also show control information such as who is responsible for what and the dates of the work, revision, availability, in addition to the sources of the information. Whenever Helpdesk professionals identify that there is a need to change any of the contents, these changes are sent to the documentation team, who runs new tests and simulations. If the need for this change is confirmed, the documentation team releases a new version, in substitution to the previous one, thus updating the control information and insuring that the available information in the knowledgebase is the most updated. Itautec already has a large number of "support scripts" that were developed based on its experience with servicing its many clients, it can also add contributions sent by client IT teams as well as validate such information with these teams.

The Helpdesk, as well as other departments in Itautec, have their operational processes audited by ISO 9001:2000. This certification, besides other characteristics, insures that indicators be defined to measure the quality of the services that are rendered by each of the areas and that they are constantly being measured, based on client perceptions. Whenever these indicators show a deviation from the targets that were set by Itautec's senior management, corrective actions and persons responsible for these corrections are defined, having the objective of bringing these indicators back to acceptable levels. Moreover, the ISO 9001:2000 standard recommends that service levels be submitted to continuous improvement processes, thus constantly increasing the maturity of customer service processes.

This entire structure will be set up at the client's facility, where the Helpdesk will be able to provide all the necessary quality to perform accordingly to the agreed upon SLAs. All the client has to do is simply provide the basic infrastructure for the Helpdesk's installations.