Service Desk and GDPR

Nethex Care’s Service Desk ensures efficiency, security, and compliance in the handling of personal data.

In the BPO services industry, Service Desk management is increasingly becoming a strategic intersection of technology, service quality, and data protection. In this interview, Mirko Giannetti – CEO of Nethex Care Romania and General Manager of Nethex – shares how the company tackles operational and regulatory challenges in digital support, with a strong focus on GDPR compliance and European directives.

Service Desk, Workplace and Mobile Device Management – all the support you need, from a single partner

We offer complete IT support – from desktops to smartphones – through an integrated, flexible model that combines assistance, workplace solutions, and mobile device management. This enables your teams to work efficiently, securely, and seamlessly from anywhere.  

What are the advantages of offering Service Desk and Workplace Management solutions from Romania?

• • Multilingual coverage: Italian, English, French, Spanish, and German
• • Highly qualified teams with technical training and STEM backgrounds
• • Competitive costs without compromising on quality or expertise
• • Regulatory compliance: full adherence to GDPR and EU regulations, thanks to operations based entirely within the European Union
• • Security: full compliance with EU cybersecurity standards

It’s a strategic choice to deliver high-level, flexible, and scalable services that meet the expectations of the international market.

What makes Nethex stand out in Service Desk and IT support?

With extensive experience in Customer Care and complex multichannel contact processes, we’ve successfully applied customer experience principles to internal IT support. We understand that IT disruptions aren’t just technical setbacks – they’re critical pain points that cause frustration, lower motivation, and directly impact business performance. That’s why we’ve developed an evolved IT caring model – one that goes beyond ticket resolution to focus on prevention, quality measurement, and ongoing optimization of the internal user experience.

We recognize that IT disruptions and inefficiencies are not just technical hurdles — they are critical factors that cause frustration, demotivation, and have a direct impact on business performance.

That’s why we’ve developed an advanced IT caring model, focused not only on ticket resolution, but also on prevention, quality measurement, and the continuous optimization of the internal user experience.

Service Desk & Workplace Management – an extension of our clients’ core business

For Nethex Care, these services aren’t just technical support – they’re a fundamental part of the value chain. Unlike traditional BPO providers focused mainly on B2C and only marginally on B2B, we extend our reach to internal users as well. An effective Service Desk and Workplace Management setup allows companies to focus on their core business, freeing up strategic resources and energy.

This is how we become an asset – a trusted partner that supports growth, boosts performance, and enhances competitiveness. We operate in both public and private sectors with high sensitivity, bringing innovation, efficiency, and added value to the system.

Which processes do you manage in line with European best practices and ITIL?

We’ve adopted a structure based on ITIL® 4.0 and ISO standards, enabling us to deliver consistent, documented, and measurable service levels. The core processes we manage include incident handling, fulfillment of standard requests, prevention of recurring issues, and change management.

Each process is tightly integrated with a knowledge management system, enhanced by generative AI, which helps spread expertise across teams. This approach allows us to respond quickly, learn continuously, and improve while staying true to ITIL® 4.0’s fundamental principles.

What kind of organizational structure have you adopted?

A modular, synergistic organization built on best practices At Nethex Care, we operate a flexible, modular structure designed to adapt to various service models and built in full collaboration with our clients. Specialized teams by function and channel operate under centralized governance that ensures consistency, regulatory compliance, and operational quality. We bring value by:

• • Leveraging best practices from similar contexts, adapted to each project’s specifics to maximize efficiency and outcomes
• • Drawing on the skills of our technical staff, who are engaged in a continuous improvement process

Ongoing training to ensure top-tier service

At Nethex Care, we invest continuously in training and certifying our people – not just to strengthen technical expertise, but also to ensure full awareness of data security and privacy principles. This is the only way to deliver a service that is truly reliable, up-to-date, and aligned with the highest compliance standards.

We’re currently building:

• • An internal tech community to encourage knowledge sharing and drive innovation
• • A Nethex Academy aimed at introducing young STEM students to the IT job market

How do you ensure GDPR compliance and alignment with EU regulations?

Our entire operating model is built around GDPR principles. That means we apply clear rules for data minimization and traceability, ensure data residency is strictly within the European Union, and adopt a privacy-by-design and by-default approach.

We are also ISO/IEC 27001-certified for information security and conduct regular audits to monitor compliance across all operational levels. But compliance isn’t just a matter of procedures – it’s part of our corporate culture, reinforced every day by the awareness and actions of our people.

What KPIs and metrics do you use to assess service quality and security?

What gets measured, gets improved. We believe quality must be measured in order to be improved.

At Nethex Care, we’ve developed a proprietary solution that can integrate with both custom and off-the-shelf platforms used by our clients. We monitor shared KPIs in real time, with predictive alerts and escalation mechanisms, ensuring continuous oversight of service quality and security.

Thanks to the integration of generative AI modules, we enable guided and accurate ticket creation. Once submitted, tickets are automatically routed to the right team – reducing dispatch delays and optimizing resolution times.

Strategic KPIs we track include:

• Time to acknowledgment
• • End-to-end resolution time
• • Average resolution time
• • First contact resolution rate
• • Customer Satisfaction
• • Number of reassignments/escalations

Combined with channel-specific metrics, these indicators allow us to respond quickly, improve user experience, and ensure continuous and reliable operations.

How do you tackle the challenges of omnichannel support and hybrid work?

Today’s users expect to interact with support across any channel, at any time, from any device. That’s why we’ve built an infrastructure that integrates phone, email, web, social media, and chat – all managed consistently and securely.

We ensure end-to-end process monitoring using a single framework that logs the full interaction history regardless of the channel used.

To guarantee flexibility and service continuity, we operate both on-site at client locations and remotely.

What are the future challenges of managing a compliant Service Desk?

The real challenge will be maintaining a balance between efficiency and accountability. On one hand, there’s growing demand for services that are more automated, faster, and smarter. On the other, we must remain compliant with regulations, protect user privacy, and ensure operational transparency. Nethex takes the EU Artificial Intelligence Act as a key reference point in this regard.

For us, this means continuing to invest in technology – but above all, in people and organizational culture. We believe that data protection isn’t a constraint – it’s a source of trust and competitive advantage.

Can a Service Desk be GDPR-compliant?

It must be. A truly compliant Service Desk requires a privacy-focused design from the outset (privacy by design), clear rules for data processing, and systems that ensure security and traceability.

It’s also essential to consider compliance when selecting software – ensuring that every application used fully meets regulatory requirements.

A modern Service Desk must be built on three core pillars: operational efficiency, user-centricity, and regulatory compliance. Nethex Care is ready to meet these needs with a solid, flexible, and above all, responsible service offering.