IT Support

 

Tomasz Barszcz User Support Team Manager
Utilizing experience from 20 years of supporting several thousand users, we have developed optimized methods of IT infrastructure management and workstation maintenance. This allows us to guarantee response and resolution times matched to incident priorities. The result is higher availability of IT solutions and increased workstation productivity.

Because IT tools are a crucial part of our clients' organizations, staff must be able to use them efficiently, and quick help must be available for any issues. This is why we emphasize the development of our Service Desk function, which allows us to provide direct user support.

 

 



We fully appreciate that users are not IT experts, and we strive to communicate information in a clear way.

Please send all requests for proposal to the Sales Department

 

 

User Support
The overriding purpose of this service is to resolve hardware, configuration and application issues submitted by workstation users. Full functionality is restored as soon as possible to maximize productiveness and staff performance. Our user support service includes a single point of contact, remote support and direct on-site support.
When providing a single point of contact for support, we act as the client's Service Desk.
Depending on the client's requirements, we define the scope of incident management by the Service Desk, with the option of escalating the incidents to specific staff in the client's organization or providing end-to-end resolution as specified by the SLA, allowing users to monitor ticket status.

Basic variant:

  • Register tickets submitted by users (phone, e-mail, web, fax)
  • Classify and prioritize tickets
  • Escalate the issue to the suitable client-side unit for resolution

Extended variant:

  • Register tickets submitted by users (phone, e-mail, web, fax)
  • Classify and prioritize tickets
  • Install and configure operating systems and applications
  • Manage privileges
  • Resolve faults
  • Ticket handling by specialized administrators or third-line support (vendor support)

 

Atena has comprehensive technical resources and competences across the IT sector, allowing us to provide end-to-end technology support.

 

Outsourcing IT Wsparcie


Andrzej Białkowski Local Administrator Team Leader
The main job of the Local Administrator Team is to participate in tasks requiring on-site presence at clients' premises. Based on many years of experience in providing such services, we have optimized our resource distribution throughout the country and developed practices for efficient planning and rapid response times.

A key feature of our team is high mobility, which we ensure by providing staff cars and using the latest tools to support work in the field.

Our services focus on user support (on-site and online) and infrastructure management, and we also have the competences to execute ATENA's deployment projects.

We have offices in:
  • Sopot
  • Warsaw
  • Katowice
  • Poznań
  • Olsztyn
  • Koszalin
  • Białystok
  • Lublin

 



The team currently supports over 100 client sites throughout the country.

By building excellent user relations, we become trusted partners who thoroughly understand clients' requirements and deliver fully customized solutions.

 

Please send all requests for proposal to the Sales Department

 

 

Copyright 2016 Atena Usługi Informatyczne i Finansowe S.A.