Multilingual Emea Service Desk Resolves 82% Of Incidents At First Touch

Addressing the client requirements, Allied Worldwide was tasked to: 

• Provide First- and Second-Line support, Incident/Problem Management to Kodak users across EMEA in English, French and German languages, 

• Offer flexible onsite support across Austria, Belgium, Denmark, Finland, France, Germany, Israel, Italy, Netherlands, Poland, Russia, Spain, Sweden, Switzerland, UAE, and UK, 

• Document a formal workflow, process, and procedure in line with Kodak’s requirements, 

• Provide monthly reporting, 

• Manage conformance of SLAs, OLAs and underpinning contracts, 

• Manage user expectations by providing consistent, high-quality service, 

• Manage planned and unplanned absences of staff: holiday/sickness, etc., 

• Offer first time fixes working to business KPIs while maintaining user satisfaction and presenting a positive experience, 

• Deal effectively with tickets that relate to procurement, IMAC and user requests,  

• Ensure compliance with all Kodak security policies. 

Allied Worldwide offered a tailored solution designed to fit Eastman Kodak’s needs. Our global reach enables us to deliver the right resources to meet Eastman Kodak’s requirements for cultural alignment, multilinguistic ability and to meet the expected educational, professional experience and competence. The solutions included: 

• An ITIL-based managed service desk with multilingual staff proficient in English, French and German for the provision of remote First- and Second-Line support, 

• A shared service resource pool which can be flexed to deliver ‘fit for purpose’ resource models for our clients, 

• Implementing a process for the creation and maintenance of the required documentation and reports, ensuring compliance with Kodak’s security policies, 

• Offering pre-inducted resources to cover for all planned or unplanned absences ensuring no impact to service, 

• Support services including remote and onsite workstation support, device installations, logging & updating incident information onto tracking system, troubleshooting and replacing failed hardware components, server support and break-fix maintenance.  

After successful implementation, Allied and Eastman Kodak achieved: 

• Streamlined Approach – A streamlined process for the creation and maintenance of the required documentation and reports, ensuring compliance with Kodak’s security policies. 

• Service Continuity – An experienced pool of support personnel and backfill resources that continue to deliver high quality support services and business continuity. 

• Long-term Partnership – Allied continues to deliver quality resources and services to Eastman Kodak, resulting in a decade-long Managed Service engagement. 

• First Touch Resolutions – Currently, Allied is resolving Kodak’s 82% of service desk calls and 78% of onsite requests in the first touch.