P E O P L E & I C TI N N O V AT I V E S O L U T I O N S

GOALS

SUPPORT BUSINESS GROWTH OF OUR CUSTOMERS

CONSTANT SEARCH FOR TECHNOLOGIES AND INNOVATIVE SOLUTIONS

GUARANTEE HIGH QUALITY SERVICES AT THE RIGHT PRICE

LEAD CUSTOMERS IN THE DIGITAL TRANSFORMATION

COMPANY PROFILE

▪ 350 resources

▪ 100% of staff employed directly

▪ 17.000 hours/year training

▪ 39 average age

▪ 18 languages supported

▪ Buttigliera Alta (TO) – Primary HUB

▪ Sesto San Giovanni (MI) – Secondary HUB

▪ Liscate C/O DHL - Logistic HUB

OPERATIONS SITES

PREFORMANCE

More than 40 countries in:

▪ Europe

▪ North America

▪ South America

▪ Canada

COUNTRIES

SERVED

SECTORS

MANAGED

▪ Insurance

▪ Banking and Finance

▪ Advertising

▪ Industrial

▪ Transportation

▪ Retail

▪ Vending

▪ Automotive

▪ Utility

▪ Building

▪ Beverage

▪ RELIABILITY

90 % First Contact resolution((average last 5 years))

▪ COMPETENCE

92% Clients satisfied or very satisfied(Average last 4 years)

RESOURCES

…Focus your resources on your core business, while we take care of ICT services!

OFFERING

ADVANCED BACK OFFICE SERVICE

WORSTATION

MANAGEMENTSERVICE DESK &

REMOTE SUPPORT

DIGITAL

TRANSFORMATION

&

INFRASTRUCTURE

MANAGEMENT

ADVICE

&

PROJECT

MANAGEMENT

All Arka Service services are provided exclusively by Italian offices in a multilingual and multicultural environment. We strongly believe that to

provide quality remote assistance it is necessary, in addition to having specific technical skills, to create empathy with the client, for this reason as

well as speaking the same language, the origins of our staff allow us to interact also according to culture of the country of origin.

SERVICE DESK & REMOTE SUPPORT

SPOC

Single Point of Contact

Technical support for solution of IT issue/problems

Specialized support on all IT devices: Desktop, Laptop, Smartphone and mobile

HELP DESK

Technical

1°-2° level

Single Point of Contact, multilanguage, 7x24x365 for IT support

Remote support for managing and solving issues on customer applicationsHELP DESK

Applications

IMAC (Installation, Move, Add & Change) servicesRemote

IMAC

WORKSTATION MANAGEMENT

On-Site Technical support

Structured service to maintain security patches updated and automated

software distribution of updated software/release to all devices.

Patch Management &

Software distribution

On-site technical support, in Italy and worldwide

From technical on-site at customer strategic premises to on-demand

intervention based on customer needs.

Life cycle management of technical devices. Procurement, warehouse

management, staging, delivery and installation to end-user.

Asset management, inventory and tracking updates.

Integrated Logistic and

Asset Management

Dedicated service for secure and centralized management for all mobile devices(Smartphone, Tablet, Android, Windows e iOS).l

MOBILE Device

Management

DATA Center

MANAGEMENT

Live Backup management & archiving

Storage managementDATA Management

Remote management of Data Center - IaaS (Infrastructure as a Service)

7x24 System monitoring with technical support.

Disaster Recovery Service

Firewall and Antivirus management

Network Security, Vulnerability Scan, Penetration test and remediation

IAM (Identity & Access Management)

ICT Security

Virtualized server management (VMWare)

VDI (Virtual Desktop Infrastructure)Virtualization

DIGITAL TRANSFORMATION & INFRASTRUCTURE MANAGEMENT

E2E Management

Continuous ticket quality control, applying consolidated practices, models, toolsand processes developed in over 15 years of experience.Documents, processes and procedures updates.

QUALITY Control &

Knowledge Management

Proactive management and monitoring of request throughout their entire lifecycle

(from opening to closure, regardless of resolver group) in order to minimize

service disruption and fulfillment times in accordance with Service level

agreements

Performance analysis process (real time data, reports and forecast) for continual

service improvement.CONTINUAL SERVICE

IMPROVEMENT

Reporting and data analysis, quantitive and qualitative summary to show customer an updated view on service provided, trough Business Intelligence tools

ANALYSIS & Reporting

ADVANCED BACK OFFICE SERVICE

«ITIL» SERVICE MANAGEMENT

PROJECT MANAGEMENT «PMI & Prince methodology»

TRANSITION & TRANSFORMATION

ACN (APPLE CONSULTANCY NETWORK) «Apple certified advice»

PROFESSIONAL

Services

PROFESSIONAL ADVICE & PROJECT MANAGEMENT

STRENGHTS

We are able to meet the needs of a global market

leveraging on our competencies, flexibility, resiliency and process

for a 4.0 Customer Experience.

Partnership Skill Flexibility and

Scalability

Best Practice Solutions

▪ Partnership with main IT

Global Players

▪ Access to solution and

global competency

▪ Certifications: ITIL,

Project Manegement,

Leadership

▪ Technical Certification

on Microsoft, Vmware,

Storage, Backup,

Apple, Sophos, Cisco…

▪ Able to support

companies from

Enterprise to

Small&Midium

Companies

▪ Able to manage service

and solutions on large

scale

▪ ITIL V3 best practices

▪ PMI & Prince2 best

practices

▪ Use of Analyticsf or

management and

operation improvement

▪ Projects

▪ Products & solutions

▪ Business Continuity e

Disaster Recovery

solution

▪ Security

PARTNERSHIP

C.so Torino, 91 E/F, Buttigliera Alta (TO)

www.arka-service.it