P E O P L E & I C TI N N O V AT I V E S O L U T I O N S
GOALS
SUPPORT BUSINESS GROWTH OF OUR CUSTOMERS
CONSTANT SEARCH FOR TECHNOLOGIES AND INNOVATIVE SOLUTIONS
GUARANTEE HIGH QUALITY SERVICES AT THE RIGHT PRICE
LEAD CUSTOMERS IN THE DIGITAL TRANSFORMATION
COMPANY PROFILE
▪ 350 resources
▪ 100% of staff employed directly
▪ 17.000 hours/year training
▪ 39 average age
▪ 18 languages supported
▪ Buttigliera Alta (TO) – Primary HUB
▪ Sesto San Giovanni (MI) – Secondary HUB
▪ Liscate C/O DHL - Logistic HUB
OPERATIONS SITES
PREFORMANCE
More than 40 countries in:
▪ Europe
▪ North America
▪ South America
▪ Canada
COUNTRIES
SERVED
SECTORS
MANAGED
▪ Insurance
▪ Banking and Finance
▪ Advertising
▪ Industrial
▪ Transportation
▪ Retail
▪ Vending
▪ Automotive
▪ Utility
▪ Building
▪ Beverage
▪ RELIABILITY
90 % First Contact resolution((average last 5 years))
▪ COMPETENCE
92% Clients satisfied or very satisfied(Average last 4 years)
RESOURCES
…Focus your resources on your core business, while we take care of ICT services!
OFFERING
ADVANCED BACK OFFICE SERVICE
WORSTATION
MANAGEMENTSERVICE DESK &
REMOTE SUPPORT
DIGITAL
TRANSFORMATION
&
INFRASTRUCTURE
MANAGEMENT
ADVICE
&
PROJECT
MANAGEMENT
All Arka Service services are provided exclusively by Italian offices in a multilingual and multicultural environment. We strongly believe that to
provide quality remote assistance it is necessary, in addition to having specific technical skills, to create empathy with the client, for this reason as
well as speaking the same language, the origins of our staff allow us to interact also according to culture of the country of origin.
SERVICE DESK & REMOTE SUPPORT
SPOC
Single Point of Contact
Technical support for solution of IT issue/problems
Specialized support on all IT devices: Desktop, Laptop, Smartphone and mobile
HELP DESK
Technical
1°-2° level
Single Point of Contact, multilanguage, 7x24x365 for IT support
Remote support for managing and solving issues on customer applicationsHELP DESK
Applications
IMAC (Installation, Move, Add & Change) servicesRemote
IMAC
WORKSTATION MANAGEMENT
On-Site Technical support
Structured service to maintain security patches updated and automated
software distribution of updated software/release to all devices.
Patch Management &
Software distribution
On-site technical support, in Italy and worldwide
From technical on-site at customer strategic premises to on-demand
intervention based on customer needs.
Life cycle management of technical devices. Procurement, warehouse
management, staging, delivery and installation to end-user.
Asset management, inventory and tracking updates.
Integrated Logistic and
Asset Management
Dedicated service for secure and centralized management for all mobile devices(Smartphone, Tablet, Android, Windows e iOS).l
MOBILE Device
Management
DATA Center
MANAGEMENT
Live Backup management & archiving
Storage managementDATA Management
Remote management of Data Center - IaaS (Infrastructure as a Service)
7x24 System monitoring with technical support.
Disaster Recovery Service
Firewall and Antivirus management
Network Security, Vulnerability Scan, Penetration test and remediation
IAM (Identity & Access Management)
ICT Security
Virtualized server management (VMWare)
VDI (Virtual Desktop Infrastructure)Virtualization
DIGITAL TRANSFORMATION & INFRASTRUCTURE MANAGEMENT
E2E Management
Continuous ticket quality control, applying consolidated practices, models, toolsand processes developed in over 15 years of experience.Documents, processes and procedures updates.
QUALITY Control &
Knowledge Management
Proactive management and monitoring of request throughout their entire lifecycle
(from opening to closure, regardless of resolver group) in order to minimize
service disruption and fulfillment times in accordance with Service level
agreements
Performance analysis process (real time data, reports and forecast) for continual
service improvement.CONTINUAL SERVICE
IMPROVEMENT
Reporting and data analysis, quantitive and qualitative summary to show customer an updated view on service provided, trough Business Intelligence tools
ANALYSIS & Reporting
ADVANCED BACK OFFICE SERVICE
«ITIL» SERVICE MANAGEMENT
PROJECT MANAGEMENT «PMI & Prince methodology»
TRANSITION & TRANSFORMATION
ACN (APPLE CONSULTANCY NETWORK) «Apple certified advice»
PROFESSIONAL
Services
PROFESSIONAL ADVICE & PROJECT MANAGEMENT
STRENGHTS
We are able to meet the needs of a global market
leveraging on our competencies, flexibility, resiliency and process
for a 4.0 Customer Experience.
Partnership Skill Flexibility and
Scalability
Best Practice Solutions
▪ Partnership with main IT
Global Players
▪ Access to solution and
global competency
▪ Certifications: ITIL,
Project Manegement,
Leadership
▪ Technical Certification
on Microsoft, Vmware,
Storage, Backup,
Apple, Sophos, Cisco…
▪ Able to support
companies from
Enterprise to
Small&Midium
Companies
▪ Able to manage service
and solutions on large
scale
▪ ITIL V3 best practices
▪ PMI & Prince2 best
practices
▪ Use of Analyticsf or
management and
operation improvement
▪ Projects
▪ Products & solutions
▪ Business Continuity e
Disaster Recovery
solution
▪ Security
PARTNERSHIP
C.so Torino, 91 E/F, Buttigliera Alta (TO)
www.arka-service.it