User Support Area

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Can we help you?

Internal Numbers: 73311 - 73312
Direct Line: (221) 429.3311
E-mail: atencionausuarios@informatica.mseg.gba.gov.ar
Contact us through these channels if you have problems with:

• Institutional email passwords
• Access to Mi portal
• Management of User Accounts and Passwords for (SDA, VPN and SID)
• VPN Configuration and Installation
• Browser Proxy Configuration

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Missions and Functions

• Implement management methodologies aimed at optimizing the area's response.

• Provide support, technical assistance, and help to all agency dependencies regarding responsible use of computer equipment, installed systems, and established security policies.

• Coordinate and propose user training actions related to the proper use of proposed resources as solutions to their identified computer needs, such as office systems and internet tools, in conjunction with the training area.

• Maintain a record of incidents and service requests, including referrals to other levels.

• Verify the attention to user calls, incident registration, and application of prescribed solutions for each case.

• Follow up on each incident's attention and prepare corresponding reports.

• Provide first-level support to users as needed and/or refer them to the appropriate resolution group.

• Analyze and determine if incidents were satisfactorily resolved through tracking their attention, prepare corresponding reports, and submit them for analysis.

• Prepare and keep updated the inventory, documentation, and configuration of microinformatics and communication equipment belonging to the organization.

• Coordinate operational and technical actions with different areas of the Directorate.

• Elaborate and submit technological needs within their field of competence.

• Propose and suggest training needs within their field of competence to keep personnel updated on current technologies.

• Participate in research activities, meetings, conferences, and technology dissemination events within their field of competence.

• Tasks within the Area of User Support:

Within the area, as the name suggests, tasks involve supporting users of the various systems that the General Directorate possesses. Additionally, assistance is provided to other systems that all Ministry of Security staff members have access to (e.g., Mi portal) throughout the year, 24 hours a day, 365 days a year. The area operates 24 hours a day, with personnel distributed across two daytime shifts, three nighttime shifts, and weekend shifts.

The channels of support are five, namely:
a) In-person
b) Phone
c) Email
d) Gdeba system
e) WhatsApp