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The Client: Leading Silicon Provider
Business Case: Multilingual Service Desk which acts as a:
- Single Point of Contact for Employees and Contractors
- 25*7*365 Remote Infra Monitoring and Support (Using tools like HP Openview, Niksun, BMC Patrol, Corvil, Savone)
- Multilingual L1 & L2 Support
Our Solution & Benefits:
| Our Solution |
Benefits |
- Centralized Knowledge Repository
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Enabling high First Call resolution
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- ITIL driven delivery framework
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Serving as the focal point for Service Support & Service Delivery
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Standard Operating Procedures are maintained for all IT services enabling conformance to Service Level Agreement |
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Closed loop approach enabling timely incident escalations & closures |
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Highly trained & certified multilingual resources |
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Empowering users with resolution information leading to reduced call volumes from repeat incidents |
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Increased process efficiency & IT user satisfaction |
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- Forecast & Analysis (Problem Management)
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Detailed incident analysis to improve IT infrastructure services
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Leveraging ground stats & facts to forecast problems |
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