Some Highlights of Work We've Done for Our Clients TECHNICAL SUPPORT

Industry

Healthcare

Company

Leading national health care organization. With over 8,500 personnel they deliver 6.8 million patient visits annually.

Solution

Service Desk Support

Tools & platforms

Avaya IP Office Telephony Platform, Active Directory, SOTI Mobile Device Management console, Workspot, VNC/GoToAssist, MS Teams, Atlassian Jira

THE REQUIREMENT

24×7 technical support service desk / remote IT support center, to cater to the technical requests related to mission-critical technology and infrastructure.

Solution
we made

TARGETED STAFFING: We staffed the technical service desk with highly capable and experienced professionals, who either had worked on similar projects or had strong technical background and broad IT knowledge.

TRAINING: The support staff were further trained on the specific solutions and services offered by our customer so that they could respond to calls confidently and solve problems in a timely manner.

RELIABLE PHONE SOLUTION: US based VoIP provider; private cloud with 2 geographically distributed back-up facilities; multiple redundant data feeds with fiber optic last mile connection.

SMOOTH SERVICE TRANSITION: the transition plan has been designed and implemented to avoid compromising the SLA and with account for customer’s need to reposition their staff and training concerns.