Reestruturação de atendimento de help desk

Abstract

This document outlines all steps necessary and research for the creation and implementation of a new business rule for the service to users of computing resources of Renault in Brazil. In the business rule of Renault do Brasil, the solution had to support only a single channel of services to users, specific demands were requested through e-mails and informal links, leading to decentralization of management support for information technology. To improve the performance and management of care were implemented new teams and new service queues, providing new options in the URA routing, unifying the number of contacts with users and information technology. To obtain the new business rule were consulted various documents and papers available on the Internet, and used system-specific documentation and support of a professional. This document provides the outcome of the entire implementation of the new business rule set for the solution to the lack of a single contact number of users with IT support.