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 Challenge

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.