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.
- HERO offer
- Managed Services
Qualify pain points, risks and scope to recommend the appropriate module and service level.
Organise service delivery
Support and user assistance are reactive, insufficiently formalised or too dependent on internal individuals, while ad hoc staffing needs lack a framework.
Pain points
Support and user assistance are reactive, insufficiently formalised or too dependent on internal individuals, while ad hoc staffing needs lack a framework.
Promise
Establish clear support, end-user Helpdesk and IT staff augmentation arrangements, with SLAs, escalation and management suited to each module.
Outcome
Clear arrangements combining support, end-user Helpdesk and IT staff augmentation, with SLAs, escalation and management suited to each module.
Recommended entry service
A short assessment to objectively map the situation, identify the major gaps and prepare a prioritised action plan.
Essential services
These services form the offer's foundation and contribute to the expected deliverables within the agreed scope.
- See details...Managed IT support
Managed Helpdesk
Outsourced user support: requests, incidents, standard changes, workstations, M365, VPN, printers and equipment tracking.
Services to go further
Activate complementary services according to priorities, constraints and capabilities already in place.
Support from an RFC expert
Ad hoc provision of an RFC expert to guide, resolve a complex problem or jointly develop technical choices.
Knowledge transfer
Tailored skills development workshops for administrators and IT teams, with reports, actions and traceability.
L1–L4 IT Staff Augmentation
Provision of qualified L1 to L4 IT professionals, on-site or remotely, under customer management and with service continuity.
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 cloud operations
RFC offers two independent paths. Managed Azure covers Azure server and workload operations, including managed backup. Managed M365 covers Microsoft 365 service administration and specialist user assistance; backup is not included in this path. Each path has its own scope, contacts, SLAs and responsibility model.
Power Platform application operations
RFC takes responsibility for operations, support and governance of existing Power Platform applications. Power Apps, Power Automate and Power Pages creation or redesign projects are scoped as separate Build engagements.
Managed data centre
RFC structures the takeover and operation of the data centre scope around servers, networking, incidents, changes, backup, patching, monitoring, CMDB and service management.
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.