Earlier in 2021, the Russian operation of the client company sought a contractor to outsource tech support for the company's offices and warehouses. It was imperative for the company to reduce the work pressure on its in-house support team and streamline user call management.
Key Challenges
- Provide first-line remote tech support to office and warehouse staff.
- Provide on-site tech support on request from time to time.
Implemented our solution
- Process Analysis and Knowledge Base Building
ICL Services engineers assessed the current operation of the company's IT system and used their findings to issue recommendations concerning the Service Desk process.
The assessment was followed by the stage of implementing ICL Services in the current operations of the customer's IT support. Concurrently, the ICL Services team gained knowledge of the existing system and built a knowledge base to improve first-line service.
Remote Tech Support
Malfunction calls come from office and warehouse staff via the self-serve portal. Most calls are about equipment malfunctioning, like a laptop, printer or keyboard not working, or software failures, such as getting error screens on Outlook or a corporate app.
The calls go on record in the company's ITSM and the ICL Services team can see them right away. Where the problem can be solved without the user's involvement, ICL Services specialists will solve it on their own. If not, the ICL Services specialist will call the user on the phone to help solve the problem remotely.
The ICL Services team also provide remote support for the customer's warehouse operations, taking calls via the company's ITSM and passing them on to the customer's officers in charge.
ICL Services currently supports three warehouses and 11 office sites in 11 cities across Russia.
It is a duty of the ICL Services team to:
- take the call within 30 seconds;
- resolve at least 35% of all cases at Service Desk level;
- resolve at least 80% of the calls potentially resolvable at first line, at Service Desk level;
- resolve 90% of all calls within the specified time.
All SLAs are in the green zone.
ICL Services receives an average of around 600 calls monthly.
On-site Support
ICL Services team members will visit the customer's offices or warehouses to provide on-site support by special request of the company. For example, ICL Services team members assisted in the secure shipping of servers and server hardware in Sochi and completed two inventory-taking projects – in Samara and St. Petersburg.
Results
- By implementing ICL Services for the customer's Service Desk, the customer succeeded in reducing the workload of its IT staff.
- With remote tech support for the customer's offices and warehouses taken care of by ICL Services, the customer has freed up the time and resources to optimise its business processes and focus on the higher priorities.