DESKTOP MANAGEMENT SERVICES WORKPLACE...
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DESKTOP MANAGEMENT SERVICES WHAT YOU CAN EXPECT Our integrated end user management services combine remote and desk-side support to deliver outcomes including: Remote diagnostic and resolution support: It reduces desk side visits by 25-30% and improves SLAs. Improved first time call resolution: Enabled by engaging skilled engineers leading to higher customer satisfaction. WORKPLACE SUPPORT SERVICES FOR ‘ANYTIME, ANYWHERE, ANY DEVICE’ ENVIRONMENT IT assets frequently need on-site support to remain updated, protected, and ready to tackle challenges. However, end users often don’t appreciate multiple desk side visits by IT support engineers to resolve issues. In some cases, they may also have apprehensions on behavioral aspects that engineers demonstrate during their short visit. This builds a negative end user perception about IT support functions and impacts overall satisfaction levels. HOW WE HELP Microland's Workplace Support services are designed to provide superior end user experience by engaging engineers trained in technology, process, and communication to provide desk side support. They ensure the problem is diagnosed and resolved to the user's satisfaction in the first attempt. Workplace support services are integrated with service desk, which acts as a nerve center in receiving service requests, call recording, service ticket allocation, and SLA tracking. We provide flexible service coverage aligned to your business needs: 24x7, 9x7, 9x12 flexible support coverage SLA’s aligned to 2 hour, 4 hour, 8 hour, or Next Business Day resolution times VIP service, dedicated, or dispatched staffing models Cost optimized end-to-end asset management: Enabled by efficient tracking and recycling. Vendor management: Through regional hub support model and dedicated partner management team. Reduced provisioning cycle time: Leading to quicker user on-boarding and higher agility. Secured workplace environment: Enabled by periodic patches and updates to protect organizational data. Figure 1: Microland’s Workplace Support Services Hardware maintenance and asset management support for a variety of IT equipment End user operating environment management services Level 1 and Level 2 software support services Endpoint IT security management services Install, Move, Add, Change (IMAC) services User provisioning and on-boarding management services Branch office management services Vendor management services
Transcript of DESKTOP MANAGEMENT SERVICES WORKPLACE...
DESKTOP MANAGEMENT SERVICES
WHAT YOU CAN EXPECT Our integrated end user management services combine remote and desk-side support to deliver outcomes including:
Remote diagnostic and resolution support: It reduces desk side visits by 25-30% and improves SLAs.
Improved first time call resolution: Enabled by engaging skilled engineers leading to higher customer satisfaction.
WORKPLACE SUPPORT SERVICES FOR ‘ANYTIME, ANYWHERE, ANY DEVICE’ ENVIRONMENT
IT assets frequently need on-site support to remain updated, protected, and ready to tackle challenges. However, end users often don’t appreciate multiple desk side visits by IT support engineers to resolve issues.
In some cases, they may also have apprehensions on behavioral aspects that engineers demonstrate during their short visit. This builds a negative end user perception about IT support functions and impacts overall satisfaction levels.
HOW WE HELPMicroland's Workplace Support services are designed to provide superior end user experience by engaging engineers trained in technology, process, and communication to provide desk side support. They ensure the problem is diagnosed and resolved to the user's satisfaction in the first attempt. Workplace support services are integrated with service desk, which acts as a nerve center in receiving service requests, call recording, service ticket allocation, and SLA tracking.
We provide flexible service coverage aligned to your business needs:
24x7, 9x7, 9x12 flexible support coverage
SLA’s aligned to 2 hour, 4 hour, 8 hour, or Next Business Day resolution times
VIP service, dedicated, or dispatched staffing models
Cost optimized end-to-end asset management: Enabled by efficient tracking and recycling.
Vendor management: Through regional hub support model and dedicated partner management team.
Reduced provisioning cycle time: Leading to quicker user on-boarding and higher agility.
Secured workplace environment: Enabled by periodic patches and updates to protect organizational data.
Figure 1: Microland’s Workplace Support Services
Hardware maintenance and asset management support for a variety of IT equipment
End user operating environment management services
Level 1 and Level 2 software support services
Endpoint IT security management services
Install, Move, Add, Change (IMAC) services
User provisioning and on-boarding management services
Branch office management services
Vendor management services
For more information, log on to www.microland.com
WHAT SETS US APARTOur key differentiators (see Figure 2) in workplace management include:Services Led IT framework This proprietary consulting framework measures any
client’s maturity and recommends changes, bringing a standardized approach to delivery.
About MicrolandMicroland is a leading Hybrid IT Infrastructure Service Provider and a trusted partner to enterprises in their IT-as-a-Service journey. Incorporated in 1989 and headquartered in Bangalore, India, Microland has more than 3,400 professionals across its offices in Europe, Middle East, North America and India. Microland enables global enterprises to become more agile and innovative through a comprehensive portfolio of services thataddresses hybrid IT transformation, workspace transformation, service transformation and end-to-end IT infrastructure management.
SUPPORT ACROSS END USER ENVIRONMENTSWe support:
Endpoints of all form factors deployed with Microsoft Windows operating systems such as windows 7, Windows 8.1, and Windows 10.
Linux desktop environment File and Print servicesBranch office IT operations
Figure 2: Key Differentiators
ITIL framework
Workplace Support Services
smartCenter
Certified and Skilled ProfessionalsCustom Dashboard and ReportingDevelopment of real-time CIO
dashboards for business and operational needs.
Multiple Delivery ModelsMicroland offers different kinds of delivery models -
Project and Outcome-based; Staff Augmentation; On-site / Off-shore / Hybrid engagements
Our offshore delivery centers manage our customers’ UCC infrastructure with proven industry standards and best practices
Microland team closely works with customer based on the agreed SLA via 24/7 phone support, periodic reviews,
updates, leadership council support, reports, and dashboards.
24/7 Delivery ModelCustomer Engagement
Aligned to ITIL best practices Incident / Problem / Configuration / Capacity
Management Performance and Availability Management
Management ActivitiesMicroland's smartCenter is an ITIL-based service management platform that can be integrated with your monitoring infrastructure for seamless service delivery process and smart monitoring
Real-time Design / Deployment / Management experience in enterprise Email environment
