Managed support & Service Desk
Structures user support, service levels, escalation, prevention and knowledge transfer.
- RFC BRANCH
- Managed Services
Structure IT support delivery
Poorly coordinated requests and incidents. Organise support, assistance and access to expertise.
Starting point
Poorly coordinated requests and incidents.
Promise
Organise support, assistance and access to expertise.
Outcome
Requests tracked against defined commitments.
Agentic automation programme at scale
A HERO offer to select use cases, set up the architecture and governance, deploy the first agents and then organise the run model.
The necessary foundations
Services to organise support, assistance and access to expertise.
Managed Helpdesk
Outsourced user support: requests, incidents, standard changes, workstations, M365, VPN, printers and equipment tracking.
Preventive support / Healthcheck
Periodic environment healthcheck, anomaly detection, recommendations and preventive audit report.
Basic / Standard / Premium Support Packs
Fixed-volume support packages including corrective tickets, enhancement days, preventive visits, workshops and expert assistance according to tier.
Accelerators suited to your maturity
Additional capabilities to draw on according to your priorities and maturity.
- See details...Managed IT support
Support from an RFC expert
Ad hoc provision of an RFC expert to guide, resolve a complex problem or jointly develop technical choices.
Talk to an RFC expert
Describe your priorities, constraints and projects to prepare a discussion with the relevant teams.
Managed operations
Organise the takeover, then monitor operations and commitments.
(Step 01)
Define the service scope
Specify the assets or audiences covered, the channels and the respective responsibilities.
Deliverable
Service scope and responsibility matrix.
Organisations supported in their transformation
Find the organisations associated with the engagements presented, along with their industries and individual contexts.
Projects to inform your choices
Explore related engagements to understand the contexts, scopes and challenges covered by RFC.
- Client Reference
2019 - Services & Technology
Managed helpdesk for a Tunisian subsidiary
Forvis Mazars Tunisie
Managed helpdesk for a Tunisian subsidiary.
Tracked Indicators
Resolution time • user satisfaction
Explore the domain's other capabilities
Find complementary offers and areas of expertise to extend your approach according to your organisation's needs.
Managed support & helpdesk packs
RFC structures three modules available according to needs: technical support, end-user Helpdesk assistance and L1–L4 IT staff augmentation. Each module has an explicit scope, service levels, escalation and management arrangements.
Talk to an RFC expert
Share your context, priorities and constraints. Our experts help you structure an IT journey aligned with your transformation goals.
Tell us about your challenges
Share your priorities to prepare for a focused discussion.