Companies and Government

ICT Service Desk

Belgacom ICT Service Desk: at your service 24/7! Call 0800 14 888 toll-free or send an e-mail to: ict-servicedesk@belgacom.be.

    In a world in which companies and individuals rely on the constant availability of online services, the quality of service offered by a provider makes all the difference. Belgacom acts proactively to root out potential problems at the source. The ICT Service Desk is available for companies and government at the toll-free number 0800 14 888 or via ict-servicedesk@belgacom.be. If an incident does arise, the user can contact this Service Desk 24 hours a day.

    Advantages

    • The Belgacom ICT Service Desk is available 24 hours a day, 7 days a week. 
    • No risk of confusion: a single telephone number to call and a single e-mail address.
    • 400 Belgacom experts at your disposal.

    The mission of the Belgacom ICT Service Desk is to ensure that our customers receive excellent services.
    Our objective? To systematically provide them with an exceptional customer experience, with optimal return, and to solve their problems in record time.

    Our role:

    • Resolve as many problems as possible on first contact.
    • Avoid incidents, thanks to excellent incident management, change management and proactive monitoring.
    • Restore the service as quickly as possible and with great care.

    The Service Desk has different levels:

    • Central Customer Desk
      First-line support consisting of generalists who can instantly assess the nature and impact of the problem. Belgacom's objective is for 30% of calls to be resolved by the first-line support.
       
    • Professional Solutions Center (Mobile-Telco-ICT 2nd line)
      If the Central Customer Desk cannot find an immediate solution, a specialist from the second line will intervene. Again, Belgacom opts for the quickest solution: every call to the second-line support must first be transferred to a competent specialist with the relevant technical knowledge and good communication skills. Service Desk employees are trained to understand the impact of a problem for the customer, and to propose a solution as quickly as possible.
       
    • Tactical Customer Operations (Chasing, Incident Management, E2E Communication, Problem Management)
      This team actively scans open tickets and does its utmost to speed up the resolution of problems, to ensure that we meet our SLA commitments and reduce the impact on our customers as much as possible. In case of a serious incident, a dedicated Escalation Manager will take charge of the problem from start to finish, and will be the single point of contact during the handling of the incident.
       
    • End User Service Desk
      Another possibility offered by our ICT Service Desk: outsourcing. Belgacom's employees provide you with a first-line helpdesk, so that this helpdesk is always available to your end users.
       
    • Proactive Monitoring
      Despite the presence of an efficient helpdesk which is always accessible, Belgacom tries to detect as many problems as possible in a proactive way, and resolve them before you even notice them.
    My e-Services
    Access your online services and view your invoices, manage your telephony & internet accounts, consult your reports, etc. Belgacom e-Services Proximus e-Services Proximus Fleet Management