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How Helpdesk and infrastructure support increases productivity?
Our Customer
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.
