Case Study: Global IT and Telecoms Company
Help Desk Management
Our Customer is a leading global IT and Telecommunications Company that supports Customers in nearly 200 countries across the world. The Company has an excellent reputation for service and innovation and provides an extensive range of IT infrastructure solutions to global organisations alongside its substantial services to the UK consumer market.
“Whilst we always had every confidence in ISG technology’s ability – We are extremely pleased with the seamless transfer of service which clearly shows the benefits of the “team” approach and detailed migration plan. It is also extremely encouraging that we are already examining areas where further service improvements can be provided to our Customers, so early after transition whilst already receiving good customer feedback.“
IT and Telecommunications Company
The customer required a managed service providing a full suite of service solutions including – 24/7/365 Service desk as a single point of contact, remote network, desktop and server management, on-site hardware support data-cabling support and transition management. One of the main focuses of the service is to reduce customer’s existing cost, whilst improving IT availability and service quality to the business and the end user.
The challenge for ISG was to find a cost-effective solution that could be implemented rapidly in a controlled and efficient way. ISG had to provide IT equipment, robust monitoring and remote management tools, asset and license management applications and to train its staff to be able to deliver high quality service.
ISG is proud that all timescales were met and the full suite of solutions was facilitated successfully and made available to the customer. The staff received extensive training and managed to achieve high level certification based on the requirements of market leading hardware and software vendors.
ISG technology provided the Customers with a complete IT Service desk service, based in its European Support Centre (ESC) in Sofia, Bulgaria, with 1st, 2nd and 3rd level support being provided by ISG technology certified engineers.
Hardware and Software solutions were procured locally and from the UK and direct communication links and application interfaces were quickly established. A training program was agreed to ensure that the team had a thorough understanding of the Call Management, Monitoring and Remote Management systems the products that they were supporting and agreed methods for communicating with end user customers.
ISG technology’s service was a major change to the Customer’s operation. The Customers are pleased with the success of the project, particularly with ISG technology’s detailed planning, preparation, the smooth transition and the improvement of the IT Services. All the expected benefits of the migration have been realised or exceeded.
Network Infrastructure consultancy and design providing the right technology solutions for your business.
Planning and implementation services with large scale rapid deployment capability across UK and Europe.
24/7 Remote network monitoring, support, systems maintenance and UK wide break-fix services.