Service Desk
A leading provider of broadband voice and data communications services for small and medium businesses outsourced its central service desk activities supporting their end-users and partners to Sify. Sify started supporting it with 24X7X365 window across three shifts. It became the single point of contact for all end-user and partner issues supporting the corporate IT group of the customer.
Sify provided support for internal and external SOX audits
Provided vice and email based IT service desk
Notification of end users on outages
Implementation and use of new trouble ticket tool
BENEFITS
- New hire support reduced to 48 hrs from 72 hrs
- Improved the SLA by 24% through newer tools and automation
- Process driven service support with strict SLAs
- Improved problem response and resolution
- Extensive reporting on the availability and performance of the infrastructure
Six major locations
Service desk
OSS Tier 1 Support
Tools & Applications
- Remedy
- Symphony
- IDM
- OSS /CBS
- SIEBEL
- ORACLE
- NIIMS / KIWI
Process Standardization: Through its ITIL framework based service delivery, Sify introduced a standardized process based management method to the customer’s IT infrastructure.
Process improvements: Through close engagement with the customer’s IT team, Sify Continuously creates opportunities for process improvement and optimization.
Noise reduction: Through systematic root cause analysis (Problem Management) Sify helps reduce noise in the environment to bring down the number of issues.
Infrastructure Optimization: Sify plays an active role in capacity planning, new technology adoption and optimization of IT infrastructure, thereby improving ROI.
Service Toolset: Sify brings its innovative tools to every engagement, representing additional value. In particular, Sify iONi (service portal) provides real time visibility into the status of infrastructure and engagement parameters.
Services Offered to this customer
Service desk
Support for Windows End user systems
Voice and Email support
Tools and applications supported
Remedy
Symphony
IDM
OSS /CBS
SIEBEL
ORACLE
NIIMS / KIWI |
