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 On-Site Support

On-Site Technical Support Services or deskside support

Build a team of specialized technical personnel who operate from your facilities, directly supporting your IT users in their workplace. Leave the administrative burden behind and leverage over 35 years of experience.

Contact us today!
Ingenieros de soporte en sitio brindando soluciones de soporte técnico a usuarios de segundo nivel

They already provide extraordinary IT services

And they ensure the continuity of their operations. Technical issues no longer hold them back!

Especialista de soporte técnico en sitio de icorp revisando infraestructura en locaciones de clientes

Technical support engineers for plants and corporate offices

Because you and your goals are our top priority, our On-Site IT Support service offers a flexible model tailored to your needs and expectations while adhering to industry best practices.

On-Site Support Engineers handle everything a Service Desk cannot resolve, providing hands-on assistance directly at your facilities.

Whether you're managing support internally or with a specialized provider, it's never too late to transform your operations by placing users at the core of your strategy.

Are you ready to start a long-term partnership that will enhance your business competitiveness?

Optimize Technical Support services for your users

Reduce payroll costs, hiring time, and training periods for your technical staff with our support. From entry-level professionals to highly specialized experts, you can build an outsourced team that supports your IT users directly in their workplace.

National Coverage

We have developed a proactive talent acquisition model that enables us to provide technical support services whenever and wherever they are needed, nationwide.

Multilingual Support

As part of our international service model, our consultants provide support in multiple languages to meet a wide range of technical requirements.

Specialized Profiles

The diversification of our talent acquisition channels enables us to identify professionals with diverse skill sets across all areas of technical expertise.

Alignment with ITIL 4

Our staff, service models, and tools are fully aligned with ITIL 4 best practices, ensuring high-quality, efficient, and consistent support.

Delivery Manager

We provide dedicated personnel to manage client communication and ensure that all operations are executed to the highest standards.

Tsunami Plan

We implement a comprehensive plan to deploy user training, establish communication channels, define specialist roles, and set service KPIs.

ITSM Software

All incident and request information is securely stored and analyzed using industry-leading ticketing software solutions.

Reports and Proposals

We provide monthly reports that enable IT leaders to gain detailed insights into their organization’s support operations.

Complaints Unit

Our Complaints and Suggestions Unit supports continuous improvement by analyzing all feedback and delivering appropriate resolution plans.

people

Do you have IT vacancies that you are struggling to fill?

Contact Us

Why does icorp's service stand out in the market?

Because we focus on operating with agility and precision through a carefully designed support model that prioritizes user satisfaction while ensuring business continuity.

Grow your team without increasing headcount

We ensure your operations never stop. That’s why we have a network of IT professionals strategically distributed across our coverage areas. No matter your organization’s needs, we are ready to provide prompt support.

Support

Infrastructure

Specialized

FACTS & DATA

A few facts and data to support our case

Our Net Promoter Score (NPS) is significantly above the global market average (42, according to ClearlyRated.com), and we also achieve high levels of CSAT and SLA compliance.

75

NPS
Outcome

Net Promoter Score

> 96 %

CSAT
Outcome

Participation > 20%

+ 16500

Training
Hours

During 2021

verified

We comply with REPSE guidelines

Contact Us

A support model designed to assist and empower you

DRP / BCP Infrastructure expand_more

Enjoy a high-availability infrastructure with two interconnected support centers, backup power, virtualized servers, and built-in redundancy.

Best IT Practices expand_more

Implement an ITIL-based service desk to manage your services. We are certified in ISO/IEC 20000-1:2018 and ISO/IEC 27001:2013.

Service Delivery Managers expand_more

These leaders are responsible for contractual compliance and customer relationship management, always striving for continuous improvement in an environment of excellence.

Operational Coordinators expand_more

The coordinator is responsible for personnel administrative management, as well as performance management and continuous improvement of the accounts they oversee.

Backup Staff expand_more

Don't worry about absences due to turnover, illness, maternity, or vacations; we have additional agents to cover operations.

Quality Assurance expand_more

Our most experienced analysts conduct quality control tests with 14 criteria to ensure that agents follow the protocol.

Knowledge Management expand_more

We focus on standardizing, documenting, and updating procedures in a living knowledge base that is available to agents.

Project Management expand_more

Ensure the success of the startup and stabilization of operations with an internal project management methodology coordinated by a formal PMO.

Training Program expand_more

Take advantage of our program, where employees develop both soft and technical skills, as well as specialized and leadership competencies.

Performance Evaluations expand_more

Because a measurable operation enables continuous improvement, we work with well-designed indicators for both agents and the service as a whole.

Satisfaction Surveys expand_more

Understand your users’ perception through CSAT, collect feedback through our service surveys, and access our Complaints and Suggestions Unit.

Feedback and Coaching expand_more

We maintain open communication with the client and our employees, working comprehensively to improve performance and well-being.

Learn how to craft a Support RFP today!

Securing an exceptional provider depends directly on the quality of the requirements and clearly defined expectations.

Register now

OUR MANTRA

In the words of our clients

icorp enables business competitiveness through 3 critical pillars, placing the customer at the center of the strategy. A wow provider manages and operates with the goal of helping you achieve a strong market position through measurable operations, data analysis, and continuous improvement.

Prevention

Identifying risks, analyzing information, and taking action to prevent incidents, ensuring continuity.

Optimization

Innovating in resource utilization while developing people and effectively managing processes and technology.

Cost Reduction

Improving operational results and ensuring costs decrease over time, enabling strategic investment.

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“The factors that made me choose icorp were the professionalism, their competitive prices and their great work team motivated to give their best at all times.”

| CNH | Javier Hernández - Director of IT and Global Planning

“Our Global IT Service Center is deeply committed to customer satisfaction and operational efficiency, icorp has been a very important piece of our strategy.”

| Colgate | Pablo Ávila - Associate Director, Global IT

“Once you get to know icorp, you fall in love, you know it's a big company, that it's a flexible company, you know it's a company that cares about service.”

| Ferrero | Héctor Baños - IT Manager in Mexico and Central America

“icorp has been characterized by its great service attitude, responsiveness, and innovation in its internal processes. It is a key business partner for Mars.”

| Mars | Niels Fritz - Senior Information Services Manager

Are you ready to discuss your project?
We’d love to hear from you.

FAQ's : Frequently Asked Questions

What is the duration of the support contracts? expand_more

Support contracts are signed for an annual or multi-year term, linked to a price increase based on Mexico's Consumer Price Index (INPC). There are also occasional projects that are billed on a per-event basis.

How long does it take to implement the service? expand_more

The implementation time will depend on the maturity of your current operation and whether you already have personnel to integrate into the team. Typically, an implementation project takes between 2.5 and 3 months and incurs an additional cost beyond the monthly contract fee.

Do you have an active REPSE for outsourcing companies? expand_more

Yes, in fact, we were one of the first companies to obtain registration in the registry by meeting all the requirements set by the government institution that issued our Registration Notice number: AR1969/2021.

Can you adopt our ticket management software? expand_more

Yes. While we recommend working with ServiceDesk Plus from ManageEngine for its cost-effectiveness and alignment with ITIL best practices, we can adopt any software for service delivery without any issues.

I already have on-site/field personnel, can you integrate the services? expand_more

Of course. Our services work best when integrated, with remote personnel for the service desk, on-site staff for second-level support, and field personnel to support distributed locations nationwide. We also provide remote monitoring and management of infrastructure, as well as application support.

COMPLETE OFFER

Incorporate additional services and solutions into your On-Site Support

On-Site Support is just one piece of the puzzle in driving your business competitiveness. Powerful on its own, it becomes exceptional when integrated with complementary services.

Remote Support / ServiceDesk

See more

Field Support / Field Services

See more

IT Infrastructure Monitoring

See more

Unfinished development projects?

Access a specialized development team across multiple knowledge areas that will support you with projects ranging from app implementation to complete in-house development, all through various contracting models (Hourly - Project).

Just in case you have any doubts...

If you're not sure where to start or if you have several ideas and need support to give them structure and a strategic focus, then don't hesitate to contact us, we'd love to hear you.

icorp Blog | Related Articles

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