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and speak to an operator during ordinary working hours, from Monday to Friday 9:00-13:00 and 14:00-18:00. which does not solve the problem, but simply collects the elements as in point 1 and inserts them into the system. In both cases, a contact request (Call) is opened, which is the first step in the problem resolution process, which continues with these phases:
1. A receipt is automatically sent to the sender's email with the elements to request assistance information: Call number, date and time of receipt.
2. The request queue is constantly monitored by the Help Desk team during service hours
3. A priority is assigned to the Call based on the impact that the problem may have on the organization, for example if the problem is blocking for the entire company it will have a higher priority
4. The Call is assigned to the resource immediately available and with the necessary skills
5. The technician takes charge of the Call and, by contacting the customer and/or connecting remotely to his systems, proceeds with the analysis and solution of the problem
6. The technician closes the call and provides feedback to the customer.