HELPDESK, TECHNICAL AND AFTER-SALES SERVICE

SAT

Our technical support team will guide you in carrying out the necessary maintenance work on both software and hardware.

We are committed to monitoring and solving problems, thus ensuring that your company’s operations are not disrupted in the event of an unforeseen event.

We have our own repair centre if necessary.

We are a partner of the main manufacturers in mobility, identification, RFID and printing solutions.

Helpdesk

Tech id Help Desk support offers a wide range of services designed to assist our customers’ users with any issues they may face when using devices, hardware solutions, software or other equipment.

At Tech id, we follow best practices to ensure the efficiency and effectiveness of our service.

Our goal is to ensure that our customers receive high quality support, focused on resolving their needs quickly and effectively.

The aim is to restore service as quickly as possible, minimising any adverse impact on business operations.

This ensures that agreed levels of service quality and availability are maintained, protecting business continuity.

Increase visibility and communication of incidents.
Ensure an efficient and standardised response.
Aligning priorities with the business.
Maintain user satisfaction.

We offer various means of support, such as email, telephone and remote monitoring tools. However, in this case, incidents will be handled mainly through phone calls, providing fast and direct attention.

Technical Service

Tech id’s Technical Assistance Service (TAS) offers a complete solution for the maintenance and repair of technological devices, both hardware and software, according to the equipment and systems defined in the agreements with our clients.

Our TSS is designed to guarantee operational continuity, offering efficient technical support that minimises the impact of any incident on operations.

The main objective of our TSS is to return equipment to its optimal state as quickly as possible, ensuring that the agreed levels of quality and availability are maintained, thus protecting the continuity of the client’s operations.

This includes the platforming or configuration of equipment.

– Diagnosis and repair: Upon receipt of equipment, a detailed diagnosis is performed to identify the problem. Depending on the severity, it is resolved at the first level (N1) or, if necessary, escalated to a more advanced level (N2) for more complex analysis and repair.

After Sales

Our RMA (Return Merchandise Authorisation) management ensures an agile process for the return or repair of faulty equipment, either through Tech-id or directly from the manufacturer.

We take care of the entire process, from request to delivery, ensuring that the equipment is back in operation as soon as possible.

All incidents will be taken care of by HELP DESK with the same request.

The incidents will be catalogued according to their level of criticality afterwards and according to the business unit they belong to.

In fact, a different SWAP request will be generated depending on the BU to which the incident belongs.

The possibility of critical incidents arising is contemplated, which will be managed directly between the Tech Id management teams and the client.