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Assistance and Support to Users of Information and Communication Systems

2019-10-30 16:14:21
Ministerio de Asuntos Exteriores, Unión Europea y Cooperación

Sermicro has renewed, once again, the service of Assistance and Support to Users of the systems of information and communications of the Ministry of Foreign Affairs, European Union and Cooperation.  


The aim of this project is to ensure that quality service and improvement that adapts to the new needs of the service and of the client.
This requires the optimization of ICT management processes through the implementation of an integrated and collaborative service model, that minimizes the impact of incidents and increases user satisfaction.  
It is also an important part of this service model to increase the productivity of resources through the use of tools and the application of innovative management methodologies.
The service is subdivided into 4 modalities: Microinformatics, Mobility, Maintenance and Incident Management, and it will be lent in both face-to-face as well as remote, ofreciendo la máxima cobertura (24x7x365).
In order to provide this assistance and support to users, a specialized technical team will be set up, coordinated by a Project Manager who will be the maximum responsible for the management of the Contract and, together with the Department of Quality and IT Government, will form the Technical Office of the Project.
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