BUSINESS CAPABILITY - IT Support and Helpdesk Assistance
| Description | EN: Provides technical support to end-users, addressing issues related to hardware, software, and network connectivity. This capability includes troubleshooting, problem resolution, and user assistance. It ensures minimal disruption to business operations by resolving technical problems quickly, maintaining user productivity, and supporting efficient IT infrastructure management. FR: Fournit un support technique aux utilisateurs finaux, en traitant les problèmes liés au matériel, aux logiciels et à la connectivité réseau. Cette capacité inclut le dépannage, la résolution de problèmes et l'assistance aux utilisateurs. Elle assure une perturbation minimale des opérations de l'entreprise en résolvant rapidement les problèmes techniques, en maintenant la productivité des utilisateurs et en soutenant la gestion efficace de l'infrastructure informatique. |
|---|---|
| Name (FR) | Support informatique et assistance Helpdesk |
| Classifying categories | 
Information Technology |
| Parent Maps | 
Information Technology Services (from: 
Enterprise Operations) |
| Packaging Library |
Enterprise Operations |
TREE VIEW
-
IT Support and Helpdesk AssistanceProvides technical support to end-users, addressing issues related to hardware, software, and network connectivity. This capability includes troubleshooting, problem resolution, and user assistance. It ensures minimal disruption to business operations by resolving technical problems quickly, maintaining user productivity, and supporting efficient IT infrastructure management.
-
IT Incident Management
Addresses the identification, response, and resolution of IT incidents and disruptions. It involves systematically detecting issues, coordinating prompt responses, and implementing solutions to minimize their impact on enterprise operations. This capability ensures that IT services are restored quickly, maintaining operational continuity and reducing downtime.
-
User support
Encompasses addressing helpdesk tickets, troubleshooting problems, and offering technical guidance. It includes resolving issues related to technology and providing assistance with day-to-day IT queries (e.g., email configuration, network connectivity, software installation, hardware troubleshooting). By delivering prompt and effective support, this capability helps maintain smooth IT operations and enhances overall user satisfaction.
-