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Desktop management

Desktop Management services ensure the complete management of workstations, supported by a technological Help Desk and maintenance activities carried out by specialized technicians, able to intervene across the entire national territory directly at the client’s premises.

The technological Help Desk, which clients can contact for requests or issues related to distributed components (PCs, printers, tablets, etc.), is structured into three levels and acts as a Single Point of Contact (SPOC) for all matters related to the services provided.

The Help Desk also includes constant monitoring of resources and infrastructure to guarantee an excellent service level, while providing reporting and trend analysis available to clients.

The Desktop Management service can be configured modularly by the client according to their needs and may include the following components:

• Complete management of the workplace (Desktop, Notebook, Thin Client, Tablet PC, Printer, Monitor, Scanner, Smartphone, etc.);

• Management and coordination of hardware and software maintenance at supported sites and across the territory;

• Patching;

• Software distribution;

• Structured system (Trouble Ticketing) for managing and monitoring requests (intake, escalation, closure certification);

• Call management via web ticketing and telephone system;

• SLA monitoring and reporting;

• IMAC management (Installation, Move, Add, Change);

• Asset and inventory management;

• Equipment supply through operational leasing (fleet management, staging, and provisioning);

The Desktop Management service can also be delivered in virtualized mode, either for entire workstations or for individual applications. In this area, Cedacri provides clients with a high-performance, redundant infrastructure built on cutting-edge technological solutions.