Our client is a Healthcare based MSP and aims to remotely support including Service Desk, Knowledge Base, Hardware and Software Asset Management, Asset Auto Discovery and Change Management modules.
Challenge for client – High labour cost has to be reduced. Post studying their setup we offered our services for
Technical Service Desk
- UK based 24×365 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