{"id":33,"date":"2024-11-11T18:52:08","date_gmt":"2024-11-11T18:52:08","guid":{"rendered":"https:\/\/dcs-chile.cl\/web\/?page_id=33"},"modified":"2024-12-30T16:47:55","modified_gmt":"2024-12-30T16:47:55","slug":"mesa-de-ayuda-ti","status":"publish","type":"page","link":"https:\/\/dcs-chile.cl\/web\/index.php\/mesa-de-ayuda-ti\/","title":{"rendered":"Mesa de ayuda TI"},"content":{"rendered":"

[et_pb_section fb_built=\u00bb1″ admin_label=\u00bbsection\u00bb _builder_version=\u00bb4.27.4″ background_image=\u00bbhttps:\/\/dcs-chile.cl\/web\/wp-content\/uploads\/2024\/12\/MESAAYUDATI.jpg\u00bb hover_enabled=\u00bb0″ global_colors_info=\u00bb{}\u00bb theme_builder_area=\u00bbpost_content\u00bb title_text=\u00bbMESAAYUDATI\u00bb sticky_enabled=\u00bb0″][et_pb_row admin_label=\u00bbrow\u00bb _builder_version=\u00bb4.16″ background_size=\u00bbinitial\u00bb background_position=\u00bbtop_left\u00bb background_repeat=\u00bbrepeat\u00bb global_colors_info=\u00bb{}\u00bb theme_builder_area=\u00bbpost_content\u00bb][et_pb_column type=\u00bb4_4″ _builder_version=\u00bb4.16″ custom_padding=\u00bb|||\u00bb global_colors_info=\u00bb{}\u00bb custom_padding__hover=\u00bb|||\u00bb theme_builder_area=\u00bbpost_content\u00bb][et_pb_heading title=\u00bbMesa de Ayuda TI\u00bb _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb title_text_color=\u00bb#FFFFFF\u00bb title_font_size=\u00bb78px\u00bb title_text_shadow_style=\u00bbpreset1″ global_colors_info=\u00bb{}\u00bb theme_builder_area=\u00bbpost_content\u00bb][\/et_pb_heading][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00bb1″ _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb theme_builder_area=\u00bbpost_content\u00bb min_height=\u00bb1266.5px\u00bb][et_pb_row column_structure=\u00bb1_2,1_2″ _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb theme_builder_area=\u00bbpost_content\u00bb][et_pb_column type=\u00bb1_2″ _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb theme_builder_area=\u00bbpost_content\u00bb][et_pb_text _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb theme_builder_area=\u00bbpost_content\u00bb]<\/p>\n

Un verdadero centro de asistencia de TI, DCS puede manejar el soporte inform\u00e1tico de vuestra empresa.<\/b>\u00a0<\/span>De esta forma, todos los usuarios tendr\u00e1 un punto \u00fanico de contacto para sus demandas de servicios inform\u00e1ticos o para reportar un incidente.<\/div>\n

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El Service Desk de DCS asegura, siguiendo las mejores pr\u00e1cticas como ITIL v3, la velocidad y trazabilidad aseguran la calidad en sus intervenciones.<\/b>\u00a0La gesti\u00f3n de demandas de servicios y la gesti\u00f3n des incidentes est\u00e1n aseguradas por nuestros 3 niveles de soporte en funci\u00f3n del caso que se aborde. El sistema de gesti\u00f3n de tickets, permite a nuestros clientes realizar seguimiento a cada caso y controlar las intervenciones que se realizan sobre el ticket. Cada usuario puede tambi\u00c3\u00a9n hacer seguimiento a su propio requerimiento.<\/span><\/div>\n

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Niveles mesa de ayuda DCS.<\/h3>\n

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Existen 3 niveles de intervenci\u00f3n en el centro de asistencia.<\/h4>\n
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Nivel 1<\/h4>\n
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Soporte de front-end, se trata de un nivel de soporte inicial, donde se intentan resolver las incidencias b\u00e1sicas que presentan los clientes.<\/span><\/p>\n

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Nivel 2<\/h4>\n
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En el caso de que en el nivel anterior no se haya podido solucionar la incidencia del cliente, es preciso transferirlo al segundo nivel. En el nivel 2 de soporte t\u00e9cnico, los agentes cuentan con otras herramientas o recursos para abordar la problem\u00e1tica.<\/span><\/p>\n

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Nivel 2<\/h4>\n
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Tambi\u00e9n denominado como soporte de back end, se trata de un soporte de alto nivel, donde los agentes son responsables por resolver los problemas m\u00e1s complejos. Quienes trabajan en este nivel son expertos en sus \u00e1reas de especializaci\u00f3n.<\/span><\/p>\n

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Flujo del Servicio<\/h3>\n

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Alcances del Servicio<\/b><\/p>\n

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La metodolog\u00eda m\u00e1s usada para implementar una mesa de ayuda es el ITIL: Biblioteca de Infraestructura de Tecnolog\u00eda de la Informaci\u00f3n. Bas\u00e1ndonos en ITIL se involucran varias \u00e1reas para garantizar las mejores pr\u00e1cticas de gesti\u00f3n de servicios, y garantizar el logro de los objetivos de una mesa de ayuda.<\/div>\n
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    <\/ul>\n<\/div>\n

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    \n
    <\/div>\n
    \n
      \n
    • Gesti\u00f3n del conocimiento<\/li>\n
    • Gesti\u00f3n de acceso<\/li>\n
    • Gesti\u00f3n del conocimiento<\/li>\n
    • Gesti\u00f3n de acceso<\/li>\n<\/ul>\n<\/div>\n<\/div>\n
      <\/div>\n

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      Un verdadero centro de asistencia de TI, DCS puede manejar el soporte inform\u00e1tico de vuestra empresa.\u00a0De esta forma, todos los usuarios tendr\u00e1 un punto \u00fanico de contacto para sus demandas de servicios inform\u00e1ticos o para reportar un incidente.El Service Desk de DCS asegura, siguiendo las mejores pr\u00e1cticas como ITIL v3, la velocidad y trazabilidad aseguran […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-33","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/dcs-chile.cl\/web\/index.php\/wp-json\/wp\/v2\/pages\/33","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dcs-chile.cl\/web\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/dcs-chile.cl\/web\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/dcs-chile.cl\/web\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dcs-chile.cl\/web\/index.php\/wp-json\/wp\/v2\/comments?post=33"}],"version-history":[{"count":6,"href":"https:\/\/dcs-chile.cl\/web\/index.php\/wp-json\/wp\/v2\/pages\/33\/revisions"}],"predecessor-version":[{"id":155,"href":"https:\/\/dcs-chile.cl\/web\/index.php\/wp-json\/wp\/v2\/pages\/33\/revisions\/155"}],"wp:attachment":[{"href":"https:\/\/dcs-chile.cl\/web\/index.php\/wp-json\/wp\/v2\/media?parent=33"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}