.Service Desk
Beyond support: 30 years of trusted IT business continuity
Beyond support: 30 years of trusted IT business continuity
The value of Aton’s .Service Desk comes from the integration of experience, expertise, human connection, responsibility, and technological innovation. It is the benchmark for ensuring continuity in the most critical contexts, both inside and outside the company.
With a multilingual team of 120 people and three structured support levels, every request is handled through a single point of contact until resolution, reducing interruptions and freeing up time for strategic activities.
The service is powered by a technology stack with integrated AI and a knowledge base that brings together over 30 years of industry-specific expertise, built alongside international brands.
120 professionals at your service in 14 languages, handling over 300,000 tickets a year and resolving 90% of requests at first contact.
One single SPOC (Single Point of Contact) for the entire ticket management process, including external suppliers, supporting over 40,000 active users.
Three levels of support and complete IT infrastructure management, even during store openings, transfers or closures. All delivered in line with ITIL standards and ISO 27001 certification.
Here are some of the companies that have chosen Aton.
Technical and functional assistance via phone, e-mail, ticketing system and integrated AI assistant, ensuring fast and continuous management.
We intervene on hardware devices, application software, ERP, POS and networks to ensure systems always run smoothly.
We manage installations, configurations, replacements and decommissions, ensuring fast turnaround times and operational continuity.
We support you during openings, closures, refurbishments and relaunches, with technical coordination that ensures the smooth running of your entire digital ecosystem.
We activate and coordinate external providers in complex tickets until full resolution is achieved.
We provide training for store managers, sales assistants, agents and users through our certified trainers.
We identify recurring anomalies and intervene to streamline your processes and prevent potential issues.
We use advanced ITSM tools to track SLAs, volumes and priorities, providing detailed reports and driving continuous improvement.
Our teams have in-depth knowledge of platforms such as XStore, Stores2, RPOS, SIM, Cegid (Y2 and CBR), Best Store, TP.net and Prism, enabling us to deliver targeted support.
We assist sales networks, merchandisers and mobile technicians, providing timely support on devices, apps and connectivity to ensure no commercial opportunities are lost.
Our Service Manager monitors SLAs and KPIs, suggests improvements and drives the evolution of the service.
Our laboratory handles maintenance, configuration and logistics of devices, including industrial ones. As a certified SOTI partner for EMM, we provide configuration, preconfigured backups for quick replacements, data restoration and full management of devices returned from stores, including seasonal ones, storing them in our warehouses for the following season.
We know your challenges.
We speak every day with fashion brands, retailers and sales networks around the world.
Taking responsability.
Every ticket is tracked, managed and owned through to full resolution. A dedicated Service Manager works continuously to improve SLAs and processes.
End-to-end service.
We manage your entire IT infrastructure, even in heterogeneous and multi-vendor environments, integrating seamlessly with your systems.
We know your challenges.
We speak every day with fashion brands, retailers and sales networks around the world.
Taking responsability.
Every ticket is tracked, managed and owned through to full resolution. A dedicated Service Manager works continuously to improve SLAs and processes.
End-to-end service.
We manage your entire IT infrastructure, even in heterogeneous and multi-vendor environments, integrating seamlessly with your systems.
