Post on 29-Sep-2020
9 May 2017
1
ARKA SERVICETHE COMPANY
Marco Ballauri del ConteChief Human Resouces Officer
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
ExperienceArka Service was born in 2005 from a long standing previous experience in ICT services field, in the private and public sector alike. Today the company puts at the disposal of more than two hundred clients, the competence of over three hundred and fifty qualified employees, that handle more than two million requests per year.
Our ValuesFor us, in Arka Service, the value that makes the difference is the competence and continuous growth of our working group. For this reason
we invest heavily in training, certifications, the creation of an high-quality and rewarding working environment, to promote team-building,
passion and synergy. For this reason we have signed an ethical manifesto, based on principles of transparency and equal opportunities,
convinced that it represents the basic requirement for our work.
Customer focusedArka Service boasts an innovative and multicultural approach to client management. Our specialists come indeed, from thirty five different
countries, in order to share not only the same language but also the same culture of the customers, ensuring a much higher empathy. Every
different requirement is carefully evaluated, to provide custom tailored solutions over pre-packaged ones. This is why Arka Service can be
considered a centre of excellence able to operate on a wide scale.
ReliabilityEvery problem or business necessity related to IT support, concerning hardware, software or applications, will find in Arka Service a
dedicated assistance twenty four hours a day, three hundred and sixty-five days a year and support in fifteen different languages on a secure
platform, ensured by world’s top technology leaders.
Arka Service is a company EICC, ISO 9001 and ISO 27001 certified.
| Corporate insights (1/3)
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
Arka Service s.r.l. is a limited liability company with an Administrative Council
Registered office: Corso Matteotti, 42 – 10121 Torino
Administrative HQ: Corso Torino, 91 int. C – 10090 Buttigliera Alta (TO)
Headquarters: Corso Torino, 91 int. C – 10090 Buttigliera Alta (TO)
Branch Office:Via Edison, 621 – 20099 Sesto San Giovanni (MI)
VAT number: 09939380011
CCIAA Torino inscription R.E.A. N. 1092697
Turin Register of companies: 09939380011
Social Capital: €1.500.000,00 fully paid
Mail: info@arka-service.it – web: www.arka-service.it
Tel. +39.011.9329700 – Fax: +39.011.9329703
| Corporate insights (2/3)
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
Arka Service became a Group
In the last few years Arka Service expanded its historical end-user business to new IT Corporate areas as System & Storage Management, MDM, Apple equipment & services, becoming Arka Service Group.
| Corporate insights (3/3)
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
| Personnel
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale0 5 10 15 20
2007
2008
2009
2010
2011
2012
2013
2014
2015
2016
- 500 1.000 1.500 2.000 2.500 3.000 3.500
2007
2008
2009*
2010*
2011*
2012*
2013*
2014*
2015*
2016*
Migliaia
Calls
ACTUAL
Italian
English
French
Spanish
Portuguese
Polish
German
Dutch
Turkish
Czech
POTENTIAL
Greek
Hungarian
Cantonese
Mandarin
Korean
Arabic
Rumenian
Russian
| Contacts & Language trends
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
SERVICE DESKFrom Service Desk to Center of Excellence
& Centralized Technical support
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
Service Request
Incident Management
Entitlement
Call receiving
Service Governance
Centralized Technical
Support
Centralized Technical
SupportService Desk
Performance Monitoring
Network
Enterprise Mobile Management
Monitoring
Application
Storage
Identity Management
Service Level Agreement
IMAC Coordination
Problem Management
Operating System
Change Management
Cloud
Analytics
SecurityStatistics
Life
cycle
pro
cess
managem
ent
Center
of
Excellence
| From Service Desk to Center of Excellence
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
HUMAN RESOURCES
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
Agents
49% Female 51% Male
39% Other Countries 61% Italian
30% Un. Degree 70% HS Diploma
36,8Y Average Age 51,6 M Av. in Arka Service
24% Part Time
99% Directly Employed 78% Permanent
Agents Country of origin: Albania, Algeria, Argentina, Belgium, Brasil, Camerun,Congo, Cuba, Ecuador, France, French Polynesia, Germany, Greece, Hungary, India,Italy, Mexico, Morocco, Moldova, Pakistan, Perù, Poland, Portugal, Rumania,Russian Federation, Senegal, South Korea, Spain, Switzerland, Thailand, TheNetherlands, Turkey, Venezuela, UK & US
…348 people from 37 different nationalities…speaking > 18 different languages…
| People
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
Case History
1. Uni. Verona + Uni. Cattolica: Diversity Management (interview –focus group – best practice)
2. Multicultural management: employees coming from 37 differentcountries; management from 7;
3. Holiday managent – «back home»;
4. Working hours during Ramadan (…Buongiorno, come tutti gli anni, sempre privilegiando la copertura dei servizi, cercheremo di venire in contro a le persone in azienda che
fanno il Ramadan, annullando la loro pausa pranzo…);
5. Area to pray;
6. Refugee, coll. Coop Orso.
Rules/Monitoring – Being Part- Company (Multi) Cultural Environment
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale
© 2015 Arka Service s.r.l.www.arka-service.com Presentazione istituzionale