Managed Desktop Support Services and 24/7 Monitoring for Innovative Tech Company - BilgeAdam Technologies
Case Studies Managed Desktop Support Services and 24/7 Monitoring for Innovative Tech Company
CASE STUDY

Managed Desktop Support Services and 24/7 Monitoring for 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.
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