Comprehensive Managed IT Services

Customer: A GE business providing financial services, with 5000 employees in 7 major locations across Europe

Customer need: Fast turn-around time on end-user support, the right metrics and a single point of management for multiple IT infrastructure services like the Help Desk, Desk side Support, Server Management, Software Distribution, System administration, Reporting and IT Projects.

Our solution:

• Set up a Single Point of Contact in the form of a Program Manager, leading a team of 35 people – both onsite and offshore

• Assign Wing-to-Wing ownership of all incidents – from call logging to resolution

• Create an Integrated Support model for businesses in multiple locations

• Helped setting up Asset/ License Management & Voice of Customer (VOC) process

Results:

• Financial savings to the tune of 34% per annum

• Substantial improvement in first call resolution metric for Help Desk, through effective deployment of Software Distribution Services

• Scope of contract extended to cover other businesses

• Responsible for other IT roll-out projects in the organization
 

BACK | TOP