Search About Us Services Clients Partners Contact Careers Portal login Case study Vital service desk management in partnership with a global IT services provider Summary Requiring a trusted partner to manage IT service desks onsite of client premises in two of its automotive client’s key markets and so improve service levels, this global IT services provider and consultant appointed nscglobal to take over local responsibilities from the clients former suppliers. Since launch of the service nscglobal has comfortably met all targeted operational metrics over the period, resulting in opportunities to extend ongoing coverage. Challenge The client is a global IT services provider and outsourcing organisation headquartered in Germany. The client was approached by one of its key customers, a major player in the high-end automotive market, to improve IT service levels in their Service Desk environment. This entailed a review of the current service desk provider and a recommendation of further action. Service level expectations, measured in terms of availability, response time (by phone and email), process compliant solution rate and customer satisfaction, were set extremely high. Solution The client decided to partner with nscglobal to take over full responsibility from the former provider for critical IT service desks located within customer premises in the Americas and APAC region. These desks are the first tier or front desks for incidents and service requests from end users in the office environment, specific business applications, dealers and sales companies plus the CAEE environment (computer-supported vehicle developments and electronics in addition to electronics scopes in the vehicles). These front desks deal with first line IT queries in multiple local languages, identifying and forwarding any which cannot be immediately resolved either to the second level or to an ‘Expert Desk’. Benefit After a successful transition phase entering into continuous operations, the nscglobal teams have met, and largely exceeded, all targeted service level expectations. The success of the partnership on the ground has led to new opportunities with the client, including extension of the service desk provision in APAC to include further end user customers populations in their respective local languages. Related to this article Managed Resourcing Australia Austria Brazil Canada Cyprus Czech Republic France Germany Hong Kong India Italy Japan Malaysia Mexico Netherlands Singapore Slovakia South Africa Spain Switzerland United Arab Emirates United Kingdom United States of America ContactPrivacy Policy© 2014