IT Assets Remote Monitoring-Technology Support India Pune
Case Study
Our client is a Healthcare based MSP and aims to remotely support including Our client is a Healthcare based MSP and aims to remotely support including the Service Desk, Knowledge Base, Hardware and Software Asset Management, Asset Auto Discovery and Change Management modules.
Challenge for client – High labour cost had to be reduced. Post studying their setup we offered our services for
Technical Service Desk
· UK based 24x365 Technical Service Desk
· Customer calls logged via telephone, email or web portal
· Trained/Experienced/Qualified Technical Service Desk
· Focused on using customer tools to ensure service integration to their own Customer contact centers
· Varying levels of Service support hours (up to 24x7x365)
· Highly committed and secure remote support tools for remote resolution within framed SLAs
· Continuous improvement programme in place
· ITIL v3 Standards compliant with 40% reduction in timelines
· Targeted incident prioritisation based on business needs
· 98% customer satisfaction
Network Monitoring
· Remote NOC enabled services for infrastructure and networks
· NOC interface with department assets to provide remote health of assets
· Troubleshooting areas where required
· Proven NOC process with optimised triage process for incident resolution
· Remote management capability for scheduled and ad hoc maintenance
· Central management console for response and resolution within SLAs
· Managed capacity planning service to audit customer’s IT environment
· Single management console to identify, manage and track IP-enabled devices
IT Security Management
· Data Security & information management for healthcare, insurance and other regulated domains
· Keeping Data secure is the key following ISO 27001 Standards
· Expert Professionals were engaged to protect assets of the Organisation
· Monitor & manage Organizations back at all times
Challenge for client – High labour cost has to be reduced. Post studying their setup we offered our services for
Technical Service Desk
· UK based 24x365 Technical Service Desk
· Customer calls logged via telephone, email or web portal
· Trained/Experienced/Qualified Technical Service Desk
· Focused on using customer tools to ensure service integration to their own Customer contact centers
· Varying levels of Service support hours (up to 24x7x365)
· Highly committed and secure remote support tools for remote resolution within framed SLAs
· Continuous improvement programme in place
· ITIL v3 Standards compliant with 40% reduction in timelines
· Targeted incident prioritisation based on business needs
· 98% customer satisfaction
Network Monitoring
· Remote NOC enabled services for infrastructure and networks
· NOC interface with department assets to provide remote health of assets
· Troubleshooting areas where required
· Proven NOC process with optimised triage process for incident resolution
· Remote management capability for scheduled and ad hoc maintenance
· Central management console for response and resolution within SLAs
· Managed capacity planning service to audit customer’s IT environment
· Single management console to identify, manage and track IP-enabled devices
IT Security Management
· Data Security & information management for healthcare, insurance and other regulated domains
· Keeping Data secure is the key following ISO 27001 Standards
· Expert Professionals were engaged to protect assets of the Organisation
· Monitor & manage Organizations back at all times
Our Clients Are Based In Texas, NewYork, Washington, Florida, Spain, Germany, Singapore, Dubai
END GAIN : 38% INCREASED PRODUCTIVITY ALONG WITH 43% REDUCTION IN COSTS
Write to us - rajeeb@shiftahead.tech for a discussion / free proposal
Comments