Our Customer

Our client, a major telecommunications company with widespread operations across Europe, needed to improve the quality of IT services it was offering internally. The company’s MIS department was struggling to deliver satisfactory service levels, and required a solution that
would help them address the four areas of IT helpdesk, PC hardware maintenance, server administration and desktop development.

Objectives

Through the project Allied aimed to:

  • Provide an efficient and cost-effective IT helpdesk to support the client’s internal needs
  • Address multiple ongoing operational and procedural problems within the MIS department
  • Resolve resourcing issues so that the MIS team has adequate capacity to function effectively

Solution

Allied’s tailored service offer to the customer included:

  • Health check audit to identify sources of inefficiency and inaccuracy in the MIS department
  • Design of a support contract that took into account the MIS department’s strengths and weaknesses and provided the expertise and resources needed for improvement
  • Appointment of an experienced project implementation manager to build consensus on service levels between MIS team managers and end users
  • Implementation of documented SLAs to reduce confusion over service levels
  • Definition and implementation of new processes and procedures, including call logging, call prioritisation and call monitoring
  • Provision of comprehensive training for the existing MIS team

Benefits

After successful implementation, Allied managed to achieve:

  • Definition and implementation of new processes and procedures, including call logging, call prioritisation and call monitoring
  • Significantly improved customer service from the MIS team’s helpdesk
  • Huge increase in end user confidence and satisfaction in the helpdesk service
  • Increased MIS productivity and control, with more accurate reporting for statistical analysis
  • Better defined team roles, with improved prioritisation of support issues among team members

Keys to success

Through the project, Allied and our customer have achieved:

  • True partnership approach – Allied has rich experience of delivering and managing strategic technical
    strategies and assets.
  • Knowledge transfer –Allied’s partnership model means ongoing knowledge sharing and cooperation
    with the internal MIS team.
  • ISO 9001 accreditation – Allied is strongly positioned to deliver flexible and innovative solutions
    rapidly in today’s demanding global environments.