CASE STUDY
Managed Desktop Support Services and 24/7 Monitoring for an Innovative Tech Company
About The Project
Team size: 5+8
Solution SLA: 99.7%
Same day solution: 98.4%
Monthly records: 900
Records per person: 13.2
Call handling: 82.5%
Scope
- A team of five provides remote support to end-users with L1 desktop support services.
- Nine people will manage the team that initially supported the 24/7 monitoring service and OS service.
- The launch of the knowledge base Management application in 2021 marked the beginning of the creation of organizational memory.
- We introduced the interactive reporting service using a BI Tool.
- In addition, 2021 saw the activation of the gamification application.
