It is the moment of the contact, of domain, where it needs to be safe ahead introduction of Computer science. According to HAIRDO (2000): ' ' Professors must be partners in the conception and conduction of activities with YOU (Technology of Computer science) and not mere spectators and executors of tarefas.' ' The important one is that the professor if feels as a part participativa of the process and that the lesson continues being of it, although to be prepared, in its form, for a strange instrument or another person. At this moment it observes Computer science as a new instrument, something different! uses, with more frequency, softwares educational existing in the squares. The change occurs, when the professor to perceive that it can make more than what it is accustomed; it is the moment where it starts to reflect its practical and perceives the potential of the tool. At this moment the professor is vulnerable the modifications. It goes of the defense for the discovery.
It is the propitious moment for the coordinator of Computer science to suggest modification in pedagogical practical its. In these schools computer science is being implanted in the same molds of the educational system in which the computer is used to minimize the computational illiteracy of the pupils or to automatize processes of transmission of the information. (HAIRDO, 2000) At this as moment, the changes more occur in the form to work the lesson. Now a concern exists to explore the tool, to help in the learning process. It is at this moment that appears softwares of authorship, slides, the articles, texts, the simulators and the projects of the pupils, but the professor not yet obtains to exceed its lesson. The concern if of still with the content of its disciplines. But, now, it appears a new element: discovering leads to a constant challenge, that takes its concern for the learning process.
This service has as objective to supply an only point of contact (SPOC – Single Point Of Contact) to the internal users of the Customer. The Helpdesk is an area specialized in support technician the equipment of computer science and telecommunications, for telephone or saw access remote, with the objective to decide all the incidents and problems that the customers can have. The service of Helpdesk is recommended for any company, independently of its size and its area of performance. Opting to the terceirizao of the service, the company earns with the flexibility and the reduction of costs in the simplification of its structure. Free of all the concerns of the area of YOU, computer science, infrastructure, etc., the company can keep the focus of its team in Core business and increase its productivity. The Helpdesk works with SLAs market standards, offering flexibility in its structure.
In accordance with the necessities of each customer, other SLAs can be waked up. Our team is composed for professionals with qualification in best the practical ones of telephonic support, possessing knowledge and techniques that allow to diagnosis and to decide problems them of computer science related ' ' hardware' ' or ' ' software' '. The team of professionals of the Helpdesk is enabled in taking care of problems of the hardware (microcomputers, printers and other peripherals), basic software (MS Windows), applicatory of desktop (MS Office) and other applicatory corporative ones. In this last case it is necessary that the customer or responsible team supplies to training and documentation on the applicatory ones. In case that it is not possible to decide the problem in 1 level, this occurrence is directed for ' ' Attendance of 2 Nvel' ' , being able this team to belong to the Itautec, the customer or its suppliers. The Helpdesk will be dimensionado to decide the majority of the occurrences in 1 level.
Is call to center are the centers of concentration of the telephone calls of the clients who need attendance. The technology used in call to center includes the infrastructure of telephone switchboard, phonecards and middleware-CTI. In the past the center of a center of calls it was the telephone interchange with an adjacent ACD, that is hardware and software necessary to assign the incoming calls with the aim of distributing the load between all the operators for a certain service. Today the heart of call to center is the network of company LAN (Local Area Network) or WAN (Wide Area Network) and the software of CTI for the control of the system. Thus, the change becomes the device of network with the function of management of the connection of input/output with public the wire net.
The contact center is different from call to center classic because that is characterized by the management of the different channels from contact with the clients. A Center of Contact provides the service of support to the clients through telephone calls, but also through other mass media as they can be, for example, fax or email. Both are aprte than technically Sevicedesk is called.