Customer Challenges:
- EUC support across all spoke locations
- Wireless Infrastructure Support across hubs
- Endpoint Security in DCs
- Smarthand Support for Collaboration
- Technologies such as Polyom, Skype for Business, via Remote Engineers
- Over 18000 devices to be supported in APAC
Our Proposal:
- Provide EUC L1 and L2 Resources
- Wifi Support including OEM Management
- Provision of Cisco Voice/ Collaboration on call engineers
- Support Process and cases documentation
- Inventory Management across Hubs and Spokes
FTE Locations
- Aus, Thailand, Malaysia, HK, SG, Japan
- 12 FTEs
- Same day Backfill
Dispatch locations
- Aus, Taiwan
- 35-55 tickets a month
Technologies
- EUC – Level 1,2
- DC – Level 1,2,3 with DC exp
- Microsoft – O365, AD, Server
- IP Networks
Duration
- From June 2015 onwards
- Upto June 2021
Value Addition
- Internal BGV process
- Expectations Management
- Large pool of backfill resources
- Dedicated Partner Manager
Benefits to Client
- Quality resources
- Open to “re-badging”
- In-country HR Management
- Bi-lingual Service Desk in Korean, Japanese and Chinese
- Internal Project Management