Delivered right to the user's desk by dedicated
personnel assigned to your facility.
The job of On-site Support is to resolve the service requests that the Service Desk could not handle remotely, and to take care of those businesses that are without any formal "service-desk" model.
Users
+15K
currently
Served
Contracts
+30
years
Without Lapses
National Coverage
28
cities
2 Support Centers
We base our services firmly in the best practices of the ITIL framework.
We have more than 40 certified engineers.
Flexible Service Model
Our philosophy at icorp includes having a “Flexible Service Model” which we can adapt to your special requirements using measurable goals that help us satisfy the expectations stated in the SLA—all without sacrificing technical and economic competitiveness.
The ability to easily transform our generalized services into tailored, turnkey solutions has become one of the most important competitive benefits that icorp offers.
National Presence
At icorp we have on-site engineers assigned to different accounts, as well as field engineers strategically located throughout all of Mexico, with a fleet of vehicles providing support services to more than 20 cities.
Our Added Value On-site Support
Our ample experience helps us design and adapt a service model that works for you.
Minimizing the business impact of incidents within the infrastructure, reducing the support costs per user, and objectively measuring support activity and reducing user and key IT personnel involvement in doing support activities.
The most important benefits associated with using on-site support services are:
We are the IT experts!
icorp employs graduates with technical degrees as well as professionals who are firmly established in Information Technology. For doing on-site support we choose those people with prior experience in a support capacity.
The main functions of an on-site support engineer are:
i. Service requests:
ii. Incidents:
24/7 - 365
Here at icorp your needs are paramount—in addition to regular office hours and after-hours service, we offer weekend service as well.
English, Spanish, Portuguese & Italian
We have personnel who communicate in both English and Spanish—whatever your requirements might demand.
icorp has been offering IT services and solutions to large domestic and international enterprises since 1986. During this time we have managed to design a service support model that works for you by minimizing the business impact of incidents within the infrastructure, reducing the support costs per user, and objectively measuring support activity and reducing the involvement of users and key IT personnel in doing support activities.
At icorp you will have your own dedicated account service coordinator who carries out the following functions:
At icorp we ensure uninterrupted service for clients by having on-call staff available to fill in when regular staff is absent due to rotation, training, sickness and/or vacations. We work according to an 11:1 rule—for every 11 people assigned full-time, icorp has 1 on-call backup person.
Besides providing coverage in case of absence, backup personnel proactively visit each client to which they are assigned in order to familiarize themselves with the technological environment, the users, the processes, where things are located, local policies, etc.
A coordinator oversees the on-call staff and considers your needs and requirements when it comes to assigning the backup personnel who will service your account.
On-call staff provide the same level of service because they receive the same training that regularly assigned Service Desk analysts do.
icorp has a Quality Assurance unit which operates separately and distinctly from the other parts of the company. We administer a QA program that is continuously evaluating the adequacy and appropriateness of our services.
It performs the following functions:
i. Service Ticket Monitoring
When service tickets are closed, some are subjected to an audit where eleven criteria are used to measure how well we provided service for your users.
ii. Satisfaction Surveys
These serve to help create an indicator of how users perceive our services so we may determine where to improve and how to forestall possible complaints. They are regularly administered through email and by our service ticket system. They can also be done over the telephone if the client prefers.
Any complaints noted in the satisfaction survey get escalated to the account service coordinator or senior manager, depending on the seriousness of the complaint.
In accordance with the best practices of the ITIL framework, icorp has experts who leverage Knowledge Management for our clients.
This is an optional service that integrates the following concepts:
This process is valuable to the On-site Support service and helps us to improve incident resolution times and to consequently increase user satisfaction.
At icorp we provide our On-site Support personnel with continued annual training. The courses are administered in person or remotely according to need:
a) Technical Training
b) Non-technical Training
Here at icorp, regularly evaluating job performance is an important activity we do in the course of our operations. We have a process in place to perform monthly performance appraisals using criteria related to the fulfillment of SLAs, as well as internal processes and soft-skills.
These evaluations are supplemented with individual monthly feedback and coaching, where the on-site support engineer's results are reviewed (along with those of the account service coordinator), in order to establish new goals and objectives.
ITIL is a collection of best practices for IT Service Management.
The services we provide use specific processes that adhere to these best practices:
Our icorp Service Desk is currently ISO-20000 certified, and the on-site and field support functions are in the process of being certified. This makes icorp one of the very few businesses in Mexico that have this internationally recognized certification.
Here at icorp we also have more than 40 people certified in ITIL processes.
icorp can (according to your needs) report the key performance indicators (KPIs) that are necessary for the proper functioning of a user support organization, such as:
Measuring how users perceive our quality of service by using satisfaction surveys that are administered and reviewed by the Quality Assurance unit.
Number of service tickets which have not been closed within the time limit expected by the client.
A fundamental part of our contractual obligation to our On-site Support clients is the service-level agreement (SLA). It specifies the goals that must be attained for the different KPIs. These agreements are reviewed each month.
icorp has a hardware lab equipped with the infrastructure, tools and personnel necessary to effect repairs on personal computers, printers, scanners and other peripheral devices.
Here at icorp we have staff who are specialists in performing preventive maintenance on computers and peripheral devices.
We use an advanced telephony system at icorp that couples with support ticket software to properly track customer support activity. The software records each event that occurs during the resolution or processing of incidents and service requests.
For this, icorp uses Service Desk Plus from Manage Engine, who has adopted the best practices from the ITIL framework. This tool lets us measure all support activity—both the activity which occurs within Service Desk and Applications Support, as well as what occurs within On-site Support (2nd level) and Field Support.
Service Desk (help desk) uses this tool to monitor tickets from the time they are created to when they are closed, and documents each step that is taken toward the solution.
icorp accommodates those clients who already have their own support ticket tracking system. We have the experience to be able to integrate them into our model.
We have a Comments & Complaints unit that is charged with managing any complaints and suggestions coming from clients like you who have contracted for any of our services. Complaints may be received by telephone, by email, through customer satisfaction surveys and informal chats, and during the monthly presentations.
Once a complaint is received, we start a formal process that begins with an initial investigation, and lasts until a solution is found and the matter is closed.
This process is handled by the Complaint Management module of our qdoc application.
icorp has a Service Start-up unit where our job is to help you migrate your existing processes over to the icorp Service Desk. Once the transition is complete, a hand off is made to your dedicated account service coordinator.
At icorp we promote data security and confidentiality, and we have a process which strictly adheres to national laws regarding the protection of personal information.
