Changes impacting end-users need critical attention and special focus to ensure their queries are addressed and resolved in a timely manner. This often presents a challenge to existing IT teams of organizations that have moved to virtual environments due to limited knowledge and experience of the new environments. The type of issues encountered and their solutions are often quite different, thus making it necessary for organizations to have a Service Desk capable of resolving issues specific to virtual environments.
CambayCS provides a 24X7 Service Desk for virtualized environments, whereby it takes end-to-end ownership of all IT incidents and service requests, all the way to resolution. This also includes ticket updates, ticket routing, call classification based on the business and end-client impact, and co-ordination with internal as well as external IT teams.>
- Remote troubleshooting, issue isolation and resolution ensure improved end-user satisfaction and productivity.
- 24X7 manned experienced team of virtualization engineers with L1, L2 & L3 skills eliminates the need to maintain an in-house service desk.
- Provides a single window for customer IT and/or end-users to raise tickets and get incident resolution & request fulfilment updates.
- Provides First Call Resolutions (FCR) for known incidents and incidents which can be resolved over calls.
A large player in the media and publishing sector was troubled by major downtimes due to distributed IT infrastructure with no organized process in place for providing end-user support. In addition to engineering and deploying an application delivery Infrastructure, CambayCS also developed an integrated ITIL process for end-user support and offered its Service Desk service, resulting in the customer's 3000+ end-users, across 10 cities, reporting high end-user satisfaction and improved productivity in recently conducted customer satisfaction surveys.