Considerably enhanced the effectiveness and performance of Service Desk
Client Profile:
Our client is a leading patient-centered research company and has been working in the life sciences and pharmaceuticals industry since the last forty years. It is among only a handful of global organizations that is capable of engaging with a patients’ complete ecosystem, their HCPs, patient communities, payers, and regulators.
Problem Statement:
- Irregular management of ticket lifecycle
- Non availability of stable IT resources to support infrastructure support
- Lack of ownership within IT team
- Higher IT support costs
- IT focus more on management of resources than on value added service improvement plans
- No single contact point for IT support
Solution Provided:
- Remote Infrastructure management support introduced by setting up a team at offshore
- Set up a 24 hour global help desk accessible from 15 different locations across the world
- Robust transition methodology to gain experience on client systems in absence of dedicated support
- Set up a team of system administrators for monitoring data center servers, network and back up
- Set up a specific focus team for infrastructure improvement plans
Benefits/Value Adds:
- Enhanced resource deployment to effect an improvement in service level performance
- Cost savings both present and future
- Minimization of transition risk while achieving improvement in service levels and cost savings
- Non-English voice support for non-English speakers during European hours
- Embarked on setting up ITIL based processes to replace unstructured processes
