arka service the company - fondazione sodalitas · russian federation, senegal, south korea, spain,...

9 May 2017

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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)


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: [email protected] – web: www.arka-service.it

Tel. +39.011.9329700 – Fax: +39.011.9329703


mailto:[email protected]

http://www.arka-service.it/


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.



| 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


SERVICE DESKFrom Service Desk to Center of Excellence

& Centralized Technical support


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


HUMAN RESOURCES


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


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

arka service the company - fondazione sodalitas · russian federation, senegal, south korea, spain,...

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