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 Service Desk

Service Desk, remote support, or help desk

A team of technical analysts operating remotely as the primary and sole point of contact with your users to address inquiries and solve IT incidents. A help desk with a defined catalog and agreed-upon SLAs.

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Agentes de ServiceDesk ofreciendo servicios de soporte técnico de primer nivel en un HelpDesk

They already provide extraordinary IT services

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

Agente de ServiceDesk de icorp en un centro de soporte técnico en México

First-Level Technical Support providing an incredible experience

Because you and what you want to achieve are our top priority, our IT Service Desk offers a flexible model that can be tailored to your needs and expectations while adhering to best practices.

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

We operate remotely from Mexico through our global support centers located in Mexico City and Querétaro.

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

Transform your Remote Support into an optimal Service Desk

Optimize your IT staff, consolidate your support channels, track support tickets, and boost customer and user satisfaction.

Embrace IT best practices, meet SLAs, enable self-service, automate processes, and enhance the overall experience.

24/7 @ 365 Service

Take advantage of an uninterrupted service window to ensure our ability to seamlessly adapt to any time zone, providing round-the-clock resolution for IT requests and incidents.

Multilingual Support

If you have a global operation where you handle service requests in different languages, take advantage of our experience and capability of local agents who speak multiple languages.

Omnichannel Support

Provide users with the convenient option to directly contact your help desk via phone, email, live chat, WhatsApp, or Messenger, keeping all information in one central place.

Self-Service Portal

Empower users with the freedom to address their needs through a self-service portal that allows them to access a knowledge base and also interact with support agents.

Use of Chatbots

Reduce the number of agents by automating 80/20 of your tickets. Exploit our expertise in developing chatbots that solve, not just buzz, and are enjoyable to use.

Live Translation

Decrease unnecessary costs and maximize chat usage by offering multi-language support with agents who write in English, but users read in their preferred language.

ITSM Software

Make use of one of the premier information systems to centrally, efficiently, and thoroughly manage all the incidents and requests raised by your IT users on a daily basis.

Improvements

Benefit from a set of well-designed indicators that generate daily statistics and monthly reports analyzed by our leaders to drive changes and improvements over time.

Artificial Intelligence

If your operation generates numerous tickets or surveys, we boost using AI tools to drive analysis, identifying common themes and their correlation with positive or negative feedback.

smart_toy

Would you like to interact with an effective chatbot?

Try it here

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

Because we focus on operating with agility, precision, and problem-solving awareness through a carefully designed support model that prioritizes user satisfaction while ensuring their continuity.

Because, among other things, we aim to elevate the First Level Resolution [FLR] of the Service Desk.

Here's a sample of the type of tickets we handle and solve at the 1st Level.
Sometimes, it's common for our on-site or field team to handle some of these, but remember the more catalog we delegate to the remote desk, the cheaper your operation will be.

Incidents

Requests

FACTS & DATA

A pinch of facts and data to support our argument

Because our Net Promoter Score (NPS) is significantly above the global market [42 according to ClearlyRated.com], in addition to achieving high levels in CSAT and SLA compliance.

75

NPS
Outcome

Net Promoter Score

> 96 %

CSAT
Outcome

Participation > 20%

> 60 %

FLR
Outcome

First Level Resolution

+ 43

Supported
Countries

in multiple languages

+ 800000

Tickets
solved

with an SLA exceeding 98%

+ 16500

Training
Hours

during 2021

With a support model that assists and empowers you

DRP / BCP Infrastructure expand_more

Enjoy a high-availability infrastructure, with two interconnected support centers, backup power, virtualized servers, and 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, respond to service surveys we provide, 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!

Because securing an Exceptional Provider is directly proportional to the quality of the requirement and a well-defined, clear expectation.

Register for the webinar (esp)

and obtain a free template

IMPECCABLE FACILITIES

Discover our global support centers

We built incredible centers because the well-being of our employees as well as the work environment are critical factors for delivering an exceptional customer service.

Naucalpan Forum CDMX

Take a virtual tour

When we moved to Forum

Watch the video

Vortice iTech Park Queretaro

Take a virtual tour
business

Would you like to tour our facilities?

Schedule a visit

OUR MANTRA

In the words of our clients

icorp enables business competitiveness from 3 critical pillars, placing the customer at the center of the strategy. A wow provider manages and operates to help you achieve a prominent position in the market; with a measurable operation, information analysis, and continuous improvement.

Prevention

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

Optimization

Innovating in resource utilization; developing people, managing processes and technology.

Cost Reduction

Improving operational results, ensuring decreasing costs over time, thus enabling strategic investment.

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“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

“They have experience, they offer services based on methodologies and that makes you trust the company, they have been updated and have done things well.”

| CEA | Humberto Guerrero - Director of IT and Communications

“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

“icorp will be responsible for managing the requirements until their resolution. IT Solutions has no plans to change providers for this key module.”

| IT Solutions | PMO

Are you ready to discuss your project?
We'd love to hear 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

It depends on whether your company is about to start operations, is already operating, or is transitioning from a previous service provider. We always conduct a service discovery to determine a project timeline of 1 to 3 months.

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.

Where are the remote support agents physically located? expand_more

Agents operate from our global support centers in Mexico, either in Mexico City or in Querétaro. Agents can work in a fully on-site model, remote work, or hybrid arrangements if the operation allows it.

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 to your Help Desk

Remote Support is just one piece of the puzzle to enable your business's competitiveness. Certainly, it's powerful on its own, but when integrated, it becomes exceptional.

On-site Support

View more

Field Services

View more

NOC

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Are you looking for a ServiceDesk software?

If you're looking for a tool to manage IT incidents in your company, we encourage you to get to know ServiceDesk Plus from Manage Engine. This software is in the Gartner Magic Quadrant and is used by over 400 companies on the Forbes 500 list.

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.

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