Service Desk

Service Desk: a fluid, efficient and user-oriented IT support experience

Today, IT is at the heart of all company activities and directly influences the performance of the business teams. The slightest malfunction can have a direct impact on the productivity of employees, user satisfaction, and the continuity of operations.

With So’One, the managed services solution from Interway, the Service Desk becomes a real IT and business performance lever. Our teams provide structured, responsive and evolving support designed to meet the operational requirements and business practices of our clients.

Expert teams close to your users

Our Service Desk teams are based in France, at our sites in Belfort, Lille and Vitrolles. They have in-depth knowledge of IT environments and business constraints, and provide 1st and 2nd level support tailored to the specific needs of each client.

Our services include, among other things:

the multi-channel business application support (phone, portal, client tools),
the office support and workstation,
Near-field support, in addition to remote support when necessary.

A single point of contact for simplified support

So’One Service Desk acts as a single point of contact (SPOC) for all IT requests:

work tools-related questions: workstation, peripherals and applications,
technical incidents,
functional assistance on business tools,
accompaniment to use and training.

Our 500 Computer technicians, organized in dedicated or shared teams, provide a reactive and expert support for the requests of your employees and clients 24/7. Trained in your specific environments, they leverage multiple and complementary technical skills to qualify the requests, quickly identify the causes of incidents and ensure their resolution or escalation to the appropriate level of expertise.

By entrusting your user support to So’One, you benefit from a reliable and structured service, while refocusing your internal teams on their core business and optimizing your IT costs.

Our strategic objectives

Maximizing the resolution rate from the first contact to limit interruptions in activity
Offer a fluid, consistent, and high-quality user experience, regardless of the channel used
Drive support performance through accurate tracking of tickets, indicators, and continuous improvement plans, shared with IT and business teams
Offer a customized support aligned with the business challenges and operational constraints of each organization

Let's build your Service Desk together

A structured, evolutionary, and co-constructed method

Each Service Desk solution is co-built with the client, in order to precisely meet their business and operational needs.

Our approach is based on:

an accompaniment to the transition,
the recovery, structuring and enrichment of the existing knowledge base, in order to make it a real performance lever,
personalised recommendations,
a flexible support model (shared, dedicated or semi-delegated),
shared, clear and operational documentation.

A measured and continuously monitored quality of service

For our IT support and customer relations center, service quality relies on concrete and proven mechanisms:

systematic quality control of responses (picking),
weekly quality points shared with the client,
an internal Quality & Methods cell dedicated to performance (training, coaching, on-the-ground support),
a mechanism for the valorization of good technical and relational practices.

When a discrepancy is detected, our teams initiate a structured plan of action, which is monitored and analyzed in a continuous improvement committee, in order to turn each incident into an opportunity for progress.

Knowledge management: The performance of our Service Desk is based on a living and shared knowledge base, which speeds up processing times, standardizes good practices, and supports the continuous skill development of the teams.

Intelligent flow management: Our flow managers manage the balance between the volume of requests and the available resources in real time, in order to guarantee a constant quality of processing, including during peak activity periods.

Key benefits for your organization

Improved user experience

A responsive support adapted to user profiles strengthens satisfaction, limits interruptions in activity, and sustainably improves the productivity of employees.

Enhanced operational performance

Structured processes, measurable service levels, and a resolution at the right level of competence contribute to a more robust and reliable information system.

The release of internal IT teams

By entrusting your support to the So’One Service Desk, your IT teams can focus on innovation, business projects, and strategic transformation issues.

Clear and controlled management of services

Relevant indicators, detailed reporting, and continuous improvement plans provide complete visibility into support performance and facilitate decision-making.