ALSACE

It is a set of technological and human resources, to provide services with the possibility of managing and solving all possible incidents in an integral manner, together with the attention of requirements related to Information and Communication Technologies (ICT). The personnel or human resources in charge of the Help Desk (MDA) must provide answers and solutions to end users, customers or beneficiaries (recipients of the service), and can also provide advice in relation to an organization or institution, products and services. Generally, the purpose of MDA is to solve problems or to orient about computers, electronic equipment or software. Organizations often provide MDA support to their users through various channels, such as free phone numbers, websites, instant messaging or email. Also, they can provide assistance with a view to users or employees, within the organization. Therefore, end users can be internal or outside the organization where MDA is located. Operation of a