One service desk, every country, in your users’ language
English, Spanish and Portuguese support under one SLA and one report. Portal, WhatsApp or phone, with on-site technicians when remote is not enough.
- Since 2012Serving small, mid-sized and large companies
- 36 citiesin Mexico with our own technicians
- 1,500+devices managed across the group
- ISO 27001Processes aligned with the standard, NIST and CIS
- MultinationalsThe same standard we deliver to large global accounts
Different desks, different rules, no clear picture
Users struggle to explain
Support in a second language means longer calls, wrong fixes and frustrated employees.
A vendor per country
Each office has its own provider, SLA and report, so nothing compares and costs hide.
Gaps after hours
When one region sleeps, another works, and tickets wait until someone comes online.
A single desk built around your users
ITIL-based support for national and international teams, from one operation in Mexico.
- Service desk in English, Spanish and Portuguese
- One SLA and one report for every country
- Ticket portal, WhatsApp, email and phone channels
- ITIL incident, request, problem and change processes
- Business hours, extended or 24×7 coverage options
- Escalation to on-site technicians when needed
Up and running without disrupting users
- 01
Analyze your tickets
We review recent volume, categories, languages and hours to design the right desk.
- 02
Document your environment
We build knowledge articles, contacts and escalation paths for each country and site.
- 03
Switch over by region
Users move to the new desk in waves, with clear communication in their language.
- 04
Measure and improve
Monthly reviews track first-contact resolution, satisfaction and recurring issues.
Local teams, regional reach, one standard
Processes aligned with ISO 20000 and ITIL, with own operations in Brazil, Mexico and Paraguay.
Send 30 days of tickets. We show what to fix first.
We analyze your recent tickets and show what can be solved at first contact, plus the languages and hours your users need.
- First-contact resolution potential by category
- Language and time-of-day demand map
- Clear findings report, no commitment
Frequently asked questions
Are agents native speakers?
Agents are fluent in the languages they support, and users are routed by language from the first contact.
Can we keep our ticketing tool?
Yes. We can work in your ITSM platform or provide ours, with the same SLA and reporting either way.
Do you offer 24×7 coverage?
Yes. Choose business hours, extended hours or 24×7, per country or for the whole operation.
What happens when a fix needs someone on site?
The desk dispatches a technician from our own teams or vetted partners, under the same SLA.
Get a free analysis of your ticket volume
Tell us about your team. We will explain how to export 30 days of tickets securely.
- Reply within 1 hour
- Data handled under the LFPDPPP (Mexico’s data protection law)
- No commitment