Managed Services Support for a Leading Software and Services Provider
The client is a leading software and services provider to the world’s most successful communications and media companies (with 8K assets).
Definition
End-to-end physical IT asset management from warehouse to user desk
- Warehouse Management
- IT vending machine stock management
- On-loan equipment management
- IT Asset Management (ITAM) Services Support
- IT Field Support
Solution
Onsite and remote support ensuring IT asset readiness and seamless logistics
- Onsite support for ITAM services, such as performing inventory update and stock availability check
- Asset tagging as per client’s nomenclature
- PO management for warehouse infra movement
- Asset allocation to end-users
- Vendor coordination and issue logging
- Coordinating with internal IT team for asset installation/de-installation (remote/onsite support)
- Coordinating with the facility team for cleaning services
Impact
Achieved 100% audit compliance, 97% SLA closure, and peak CSAT
- SLA improvement in end-user management
- 97% of incidents closed within the agreed timeline
- Increased resource productivity
- 100% compliance on audit
- CSAT survey (in incident) improved to the scale of 5
- Stringent governance model, with weekly, monthly, and quarterly review
- Optimum utilisation of available resources and control attrition
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