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End User RemoteSupport

State-of-the-art end-user remote service desk

Overview

SITA End User RemoteSupport addresses air transport industry (ATI) end-user needs in both campus and outstation environments, with specific strength in covering large volumes of global distributed offices. 

Designed to reduce downtime, End User RemoteSupport features an integrated remote support center with specific ATI knowledge allowing very high first call resolution rates and improving service levels.

90% Remote resolution avoiding field engineer dispatch and associated costs

How it helps

All ATI players need to support end-users. Outsourcing this service to SITA through End User RemoteSupport provides a service desk supporting IT services. The service is available to end-users through a single contact number.

End User RemoteSupport offers service management featuring secured workstations with remote capabilities and real-time monitoring. It reduces the complexity inherent to supporting end-users across the globe.

Key features

  • ITIL-based service desk management
  • Workstations remote control tools
  • First contact resolution capability, combination of technology and engineer skills
  • Expertise in ATI-specific devices, software and applications
  • Single service desk to support both SITA and non-SITA products
  • Premium language support capability

Key Benefits

  • A simple service management featuring secured workstations with remote capabilities and real time monitoring
  • Improved remote resolution thanks to remote support technology
  • Highly trained engineers with ATI specific knowledge and experience
  • Cost effectiveness

Why us?

End User RemoteSupport brings you SITA’s experience and know-how dealing with unique ATI IT environments, such as remote offices with limited bandwidth. Thanks to extensive experience with ATI applications and devices, End User RemoteSupport allows a very high first call resolution rate and improved service levels. This lowers overall costs and resource requirements of supporting your end-users.

SITA Global Services

End User RemoteSupport is supported by a dedicated multilingual operations team which provides monitoring and support 24/7/365 from command centers in Montreal and Singapore, ensuring global business continuity through a flexible service model. Our monitoring service ensures your IT systems are reliable and available, around the clock, around the world.

Our experts proactively monitor your infrastructure, identifying and resolving problems often before they impact your services.

90% Remote resolution avoiding field engineer dispatch and associated costs

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This product is part of the following solutions:

End User Computing

Agility, accessibility and continuity for end-users

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