End User Computing & Service Desk
Escalated by the SD, and acting as a preventing entity, they carry out all activities that require on site presence and face to face interaction, which cannot be achieved by the service desk agent. They are in charge of the handling of all hardware/software requirements.
When acting as a proactive group, they carry out routine maintenance, prevention and security activities required by the users, the site and the organization around the hardware and software deployed in the hands of the users.
Benefits derived from an outsourced Desk Side Support
- Desk side support agents are always up to date with your ever changing technology.
- The CIO has a quantifiable way of measuring satisfaction of the employees and end users, making improvement trackable and objective thru the SLAs being used.
- Adoption of new company policies such as BYOD, mobile application adoption, security measures implementation are automatically adopted by our team. Once trained, once deployed, fully responsible delivery.
- A strategic partner will offer you pre-approved certified profiles that can execute maintenance on HW while maintaining the original warranty.
- Although highly technical in nature, a knowledge data base is created for the enterprise and its recurrent technology, user and security issues.
- A highly effective distributed team, making the most efficient use of your locations and user demand for service.
The Service Desk is a service that provides a single point of contact, in which internal and / or external users manage any software or hardware problem, via phone, chat, email, web portals or mobile self-management.
Benefits of implementing SD:
- Single point of contact. Immediate support to users, by personnel with appropriate expertise and willingness to serve them.
- Decreased idle service times and recording events for better management and solution.
- Recording and tracking of problems.
- Inventory of hardware and software.
- Increased productivity.
- Ensure service levels.
- Improvement of services and products. Detection of recurrent failures in products, allowing corrective action and to improve service quality.
- Detailed report of the number, nature and cause of the incident.
Remote Monitoring & Management
Once you have taken care of your end users directly through Service Desk an On Site support, now you need to focus on the actual operation of the supporting elements of your infrastructure. Servers, Networks and the applications that carry the backend work need to be monitored and maintained. Prevention is today more strategic than ever before. Anyone can fix an issue once it’s been made known, but preventing a fail in the operation of your business is what saves money.
Benefits derived from an outsourced service for Servers and Networks
- The coverage offered by a vendor can be defined as needed, from a 24x7 live to a typical business day only.
- Increased confidence in the infrastructure and platform can now be measured and tracked with the right SLA definition.
- Adoption of processes will assure preventive actions are taken all the time, and these can be tracked thru SLAs and the right incident management process, which can then be presented to the CIO.
- Continuous Service Improvement will give the CIO elements to assure year over year savings to the business.
- A highly effective distributed team, making the most efficient use of your locations and user demand for service. In many cases with the right set of tools, it can be done remotely.
