Is in charge of receiving and realizing follow ups about the different requests by other clients and other internal member of ALTO.

The Level 1 IT area is in charge of ensuring the management of request from the different technological products.

Receives and follows up on the different requests that are made by external and internal customers of the company.

The Level team will be responsible for managing all internal and external ALTO products, with the exception of corporate support.

Functions

The Level 1 team manages the following tasks:

End customer application support

• User chat management.
• External customer user account support.
• Escalation of requests to IT.
• Update escalated tickets.
• Validate ticket consistency.

Review and follow-up of applications

• First response and assignment of new requests.
• Response and alert to requester’s comments on requirements.
• Management of the satisfaction of requirements delivered to the requester.
• Validation and escalation of new bugs.
• Follow-up of critical bugs created on any platform.

Revision and follow up of the SLAS

• Alerts of tickets that are at risk of SLA expiration.
• Alerts for tickets that are overdue in SLA.

Monitoring and warnings to the users

• System monitoring.
• Event management (crashes, slowness, security, etc) of the system.
• Sending of system news communiqués.

Knowledge Center support and updates

• Creation and updating of training videos
• Updating the knowledge center at Level 1

More information

This information is in Spanish, if you require translation you must submit the request at the following link: https://soporte-ti.atlassian.net/servicedesk/customer/portal/14/group/83/create/868