Contact → ticket → routing.
The request moves to another queue, but context, follow-up and the result can be lost between transfers.
SERVICE DESK
One point of contact. All the complexity of IT organized behind it.
When users need help, they should not have to know IT's internal structure, identify which supplier supports each technology or work out which team should receive their request.
Add Solution's Service Desk provides a structured entry point for technology requests, connecting users, processes, knowledge and resolution teams in an organized support experience.
Incidents, requests and questions are logged, classified, prioritized, handled or escalated according to processes and responsibilities defined for each operation.
INCIDENTREQUESTINFORMATION
SERVICE DESK · TRIAGE
RESOLVESPECIALISTFIELDVALIDATE
ENGENHARIA APLICADA
Um ponto de contato eficiente depende do conhecimento que existe por trás dele.
A Add Solution organiza canais, catálogo, triagem, resolução, comunicação e escalonamento para transformar demanda em atendimento rastreável.
Arquitetura, execução e operação tratadas como partes da mesma responsabilidade.
A SINGLE POINT OF CONTACT
Users need to know where to ask for help—not who is behind each technology.
A simple entry point can sit on top of an extremely complex technology environment.
01USERCONNECTED
02SERVICE DESKONE CONTACT
03TRIAGECONNECTED
04TEAMS & VENDORSCONNECTED
05RESOLUTIONCONNECTED
FOR THE USER, IT IS NOT MADE UP OF VENDORS, TOOLS, AND TEAMS. IS FORMED BY THE EXPERIENCE OF BEING ABLE TO WORK.
BEYOND THE TICKET
A Service Desk does more than open tickets.
Logging a problem creates a ticket. Managing it properly through to resolution creates a support experience.
Understand, prioritize, resolve, follow up and learn.
The process preserves context and accountability until the outcome is validated.
FROM REQUEST TO OUTCOME
Consistent support requires a process.
IT Service Management best practices guide operations where applicable to the contracted scope, without turning support into bureaucracy.
- 01
Understand
Understand the need, context and impact perceived by the user.
- 02
Log
Preserve relevant information to make the request traceable.
- 03
Classify
Organize category, service, impact, urgency and priority according to the process.
- 04
Resolve
Apply knowledge and procedures when the solution is within the support scope.
- 05
Escalate
Connect specialists, teams and third parties with context and evidence.
- 06
Track
Keep the request and the user connected through validation and closure.
Incident management
Restore service according to impact, urgency and the defined process.
Request management
Handle requests covered by the client's catalog and workflows.
Knowledge management
Turn resolutions and procedures into reusable capabilities.
Problem management
Identify patterns and support actions to reduce recurrence.
Service levels
Track measurable commitments, priorities and escalations.
Continuous improvement
Use support data to improve processes and services.
When something stops working, the initial goal is to restore service.
Logging, classification, priority, initial diagnosis, resolution or escalation, validation and closure are guided by impact, urgency and process.
Not every incident has the same urgency because not every incident has the same business impact.
Not every request starts with a failure.
Access, installation, configuration, information, services, equipment or permissions can follow the catalog and workflows previously defined by the client.
An incident restores service. A request delivers something planned by the process.
CLASSIFICATION & PRIORITY
Correct classification at intake avoids wasted time during resolution.
Impact and urgency guide priority according to the client's rules—without a universal matrix or invented SLA times.
Category
Context structured according to the process and tool in use.
Subcategory
Context structured according to the process and tool in use.
Service
Context structured according to the process and tool in use.
Impact
Context structured according to the process and tool in use.
Urgency
Context structured according to the process and tool in use.
Priority
Context structured according to the process and tool in use.
User
Context structured according to the process and tool in use.
Location
Context structured according to the process and tool in use.
Asset
Context structured according to the process and tool in use.
Symptom
Context structured according to the process and tool in use.
IMPACT + URGENCY = PRIORITY
FIRST CONTACT RESOLUTION
Whenever possible, resolving an issue on first contact is better than simply routing it elsewhere.
Depending on the scope, knowledge and procedures available, the Service Desk aims to resolve issues at the first level. When escalation is needed, context and evidence must accompany it.
THE BEST ESCALATION IS THE ONE THAT DOES NOT NEED TO HAPPEN. BUT, WHEN NECESSARY, IT MUST HAPPEN CORRECTLY.Specialized Technical Support
KNOWLEDGE MANAGEMENT
Every problem solved can improve the next support interaction.
Known errors, procedures, FAQs, resolution articles, workarounds and diagnostic scripts can turn individual experience into operational capability.
01INCIDENTLEARN
02RESOLUTIONLEARN
03KNOWLEDGELEARN
04KNOWLEDGE BASELEARN
05NEXT SERVICE INTERACTIONLEARN
KNOWLEDGE THAT REMAINS ONLY IN ONE PERSON'S MEMORY DOES NOT SCALE.
Bringing knowledge closer to users reduces unnecessary escalations.
Documentation makes it possible to bring specialist knowledge closer to the Service Desk, first-level support and self-service, where applicable.
Not every need requires specialist intervention.
A portal, articles, catalog, forms, status information and standardized processes can be part of the model, depending on the platform and contract.
ESCALATION & MULTIVENDOR
Escalating is not simply transferring a ticket.
Context, evidence, classification, tests and impact should accompany the request so specialists do not have to start the investigation from scratch.
01SERVICE DESKOWNERSHIP
02CONTEXTOWNERSHIP
03SPECIALISTOWNERSHIP
04VENDOROWNERSHIP
05VALIDATIONOWNERSHIP
VENDOR COMPLEXITY MUST BE MANAGED BY THE PROCESS — NOT TRANSFERRED TO THE USER.
During an outage, a lack of information also becomes a problem.
Users need to know that their request has been understood, is being handled and what its status is—without having to follow every technical detail.
An SLA turns expectations into measurable commitments.
Response, priority, service objectives, resolution where applicable, escalation and measurement depend on the contracted model.
An SLA only has value when the process can measure it, track it, and act before it is missed.
USER EXPERIENCE
A ticket can be technically correct and still deliver a poor experience.
Clarity, ease of contact, communication, consistency, accountability, expectations, resolution and feedback shape how users perceive IT.
01PORTAL · EMAIL · PHONE · CHATWHEN APPLICABLE
02ONE SERVICE PROCESSWHEN APPLICABLE
03TRIAGEWHEN APPLICABLE
04RESOLUTIONWHEN APPLICABLE
05USER EXPERIENCEWHEN APPLICABLE
SERVICE DESK + COMMAND CENTER
Two perspectives. One connected operational process.
An incident may first be noticed by a user or detected by monitoring. A mature operation connects the user experience with technical signals.
01USERSIGNAL
02SERVICE DESKSIGNAL
03INCIDENTCONVERGENCE
04COMMAND CENTERSIGNAL
05MONITORINGSIGNAL
THE USER MAY NOTICE THE IMPACT BEFORE THE ALERT. MONITORING CAN DETECT THE FAILURE BEFORE THE USER DOES.NOC 24x7 Command Center / EOC
OPERATIONAL ECOSYSTEM
The Service Desk connects users to broader technical capabilities.
Capabilities can operate independently or together, according to the client's needs, responsibilities and scope.
Command Center / EOC
Operational events and alerts converge with users' perceptions.
Specialized Support
Receives requests that require in-depth investigation and expertise.
Field Services
Works on site when resolution requires physical intervention.
Managed Services
Takes ongoing responsibility for defined environments and processes.
IT Outsourcing
Adds professional expertise to the client's organization.
Consulting & Assessment
Analyzes processes, risks and paths for development.
Every interaction also generates information about the quality of IT services.
Volume, categories, recurrence, backlog, services, resolution, escalation, knowledge gaps and trends can guide improvements according to the tools and model.
Day-to-day support resolves requests. Governance improves the service.
Reviews, performance, SLA, backlog, recurring issues, knowledge, capacity and escalation turn operations into management information.
WHEN IT MAKES SENSE
Does your support simplify the experience or pass the complexity on to users?
A structured Service Desk organizes channels, context, knowledge and responsibilities without indiscriminately replacing technical teams.
Users do not know whom to ask for support.
A sign that processes, knowledge or accountability need to improve.
Each department has a different channel.
A sign that processes, knowledge or accountability need to improve.
Tickets are routed repeatedly.
A sign that processes, knowledge or accountability need to improve.
Specialists receive requests without enough information.
A sign that processes, knowledge or accountability need to improve.
Support is not measured adequately.
A sign that processes, knowledge or accountability need to improve.
Users have to find out which supplier to contact.
A sign that processes, knowledge or accountability need to improve.
Knowledge is concentrated in a few people.
A sign that processes, knowledge or accountability need to improve.
Recurring incidents continue to be handled in isolation.
A sign that processes, knowledge or accountability need to improve.
Do users need to know your IT structure to get support?
Tell us how your operation currently receives, classifies, resolves and tracks requests. Add Solution can help structure a more organized and measurable experience.
Talk to us about your Service DeskADD SOLUTION METHOD
A Service Desk should not operate as an inbox. It should operate as a process.
We draw on more than 15 years of experience in corporate environments, infrastructure and operations to connect support with the technical capability needed to move forward.
- 01
Listen
Contexto e resolução.
- 02
Understand
Contexto e resolução.
- 03
Classify
Contexto e resolução.
- 04
Resolve
Contexto e resolução.
- 05
Coordinate
Coordenação e evolução.
- 06
Communicate
Coordenação e evolução.
- 07
Learn
Coordenação e evolução.
- 08
Improve
Coordenação e evolução.
PERGUNTAS FREQUENTES
Decisões importantes sobre Service Desk
Respostas objetivas para dúvidas técnicas e operacionais que costumam surgir antes de um projeto.
01Como a Add Solution aborda um projeto de Service Desk?
Transição, catálogo, base de conhecimento, scripts, filas, SLAs e comunicação estruturam a operação. A solução é dimensionada a partir do contexto do cliente, com responsabilidades e critérios de aceite definidos antes da execução.
02Quais informações precisam ser avaliadas antes da definição da solução?
Usuários, canais, volumes, categorias, horários, idiomas, aplicações, SLAs, conhecimento e escalonamentos. Esse diagnóstico evita recomendações genéricas e ajuda a priorizar aquilo que efetivamente reduz risco ou melhora a operação.
03A solução pode aproveitar o ambiente tecnológico existente?
O service desk conecta usuários, equipes internas, NOC, campo, especialistas, fornecedores e gestão de serviços. O que deve ser mantido, modernizado, integrado ou substituído é decidido por aderência técnica e valor operacional, não por uma premissa de renovação total.
04Como a Add Solution reduz riscos durante implantação ou mudança?
A execução considera dependências, janelas, validações, comunicação, evidências e rollback quando aplicável. Mudanças críticas são divididas em etapas verificáveis para preservar a continuidade.
05Como o ambiente continua evoluindo após a entrega?
First call resolution, backlog, recorrências, satisfação, conhecimento e automação orientam a evolução. A continuidade pode ser assumida pela equipe do cliente, pela Add Solution ou por um modelo combinado, conforme o escopo contratado.
FALE COM UM ESPECIALISTA
Vamos conversar sobre Service Desk.
Share the context of your environment, the perceived impacts and the results your organization seeks. Add Solution will direct the conversation to the most appropriate experts.
CONTEXTO DA CONVERSAService DeskOrigem e interesse são registrados automaticamente no atendimento.