Field support involves providing technical support services for IT incidents and user requests on demand. These services are for issues that cannot be resolved remotely and require on-site attention.

Who is field IT support targeted at?

Field IT support is aimed at companies with branches in various strategic locations across Mexico.

The main sectors that utilize this support are financial and service industries, such as banks, savings and loan associations, retail stores, or customer service modules in shopping centers.

For this scheme to work, it is important to define an SLA. This type of model provides peace of mind to the client, as the service is covered within a defined timeframe according to the priority of the incident and/or request.

The personnel performing the service must be equipped with everything necessary for their tasks: vehicle, tools, communication means, and, most importantly, focus on meeting the SLA.

Field IT support allows us to expand our presence in most states across the Republic.

Benefits for the client when implementing this scheme

• Provides support to users located in remote sites where, due to the demand from these sites and incidents, it is not justifiable to assign an on-site IT person.
• Improves the level of service, particularly in terms of solution time.
• Reduces travel costs by not having to relocate personnel, as they generally operate from the corporate office.
• Allows personnel to focus on the company’s strategic projects.

icorp service model

To ensure that users receive the same standard of care, a model is defined according to their needs, which includes the following:

• Having a Service Desk responsible for receiving incidents/requests. This can act as a dispatcher or resolver.
• The Service Desk, if responsible for resolution, attempts to address the issue. If not, it escalates the ticket to field personnel.
• Once the incident is assigned, the field engineer must resolve it according to the established SLA.
• The Service Desk is responsible for tracking the ticket until a satisfactory resolution is achieved.
• It is a collaborative effort with the client to ensure they communicate the culture of using the service model and the responsibility of those executing it. Therefore, it is crucial to always meet the expected level of service.

Would you like to implement this service in your company? At icorp, we have specialized personnel and national coverage. Discover our value proposition and how we can assist you in enabling it.

This article has been translated using AI and may include errors.