Key Challenges
- Providing comprehensive maintenance of the Customer's IT infrastructure
Implemented our solution
Service Desk
In 2015, the Customer needed a reliable service provider for complex technical support of hardware and software. ICL Services has created a Service Desk of three support lines, which receives several thousand requests per month from any division of the Company on issues related to IT systems. The Service Desk works 12 hours a day and five days a week.
Local Technical Support
When tasks require physical presence, Customer's employees can contact onsite engineers. Several ICL Services employees are permanently located at the Customer's head office, they equip workstation and are engaged in minor repairs, installation and replacement of equipment. They also provide technical support for equipment in meeting rooms.
Onsite engineers serve the Customer's VIP users, who are subject to separate criteria for the level of service: the response time to the request should not exceed 30 minutes, and the dedicated onsite engineer should start handling a VIP request immediately.
A dedicated team of onsite engineers manages the IT equipment warehouse.
Data Centre and Network Equipment Support
Several ICL Services teams on the third line support servers, telephony, network equipment, databases, and backup systems.
Services from ICL Services are easily scalable, so the Customer decided to extend the first-line support and support of the data center to several countries of its presence.
Global Operations Manager
In addition to user support and maintenance of equipment, the Company helps the Customer manage the entire IT infrastructure. In 2019, ICL Services provided the pharmaceutical company with an operations manager who took responsibility for many activities from operational tasks and participation in internal projects to managing all contractors.
Enterprise Application Maintenance
As part of the implementation of the global strategy, the Customer planned to consolidate all tasks to support enterprise applications and outsource them to one service provider. ICL Services has become such a provider: previously, these applications were only supported on the first line by consulting users, but in 2020, ICL Services employees also began to support them on the second and third lines by making changes to the structure, integrating various applications and optimising business processes.
In total, ICL Services supports about 100 enterprise applications of the Customer, including solutions based on 1C and SAP, proprietary Be-spoke applications, CRM, BI, websites and Customer portals on the Internet.
ICL Services has integrated into the global development strategy of the Company, while taking on all the main tasks in the macro-region. The Customer receives a predictable and transparent service model for user support, onsite support, and maintenance of data center and enterprise applications.
Results
- The Customer is completely satisfied with the quality of our services and intends to continue cooperation with us in many IT areas.