REACHING NEW HEIGHTS IS HUMANLY POSSIBLE END USER SUPPORT

Transcription

1 REACHING NEW HEIGHTS IS HUMANLY POSSIBLE END USER SUPPORT

2 NEED TO IMPROVE PRODUCTIVITY AND FLEXIBILITY? Today s business environment is competitive, complex and unpredictable. Companies must have the flexibility to quickly respond to opportunity and continually drive productivity across their entire organisation. To stay ahead of the competition, you need expertise beyond your core capabilities and quick access to the right talent to deliver the outcomes you need to achieve more. That s why organisations are turning to End User Support (EUS) Managed Services from ManpowerGroup Solutions. We leverage our unmatched access to talent and our years of experience in managing talent to develop innovative outsourcing solutions that provide the results you need to succeed. 1

3 EUS MANAGED SERVICES IS THE ANSWER Flexible. Scalable. Productive. We provide outcome-based, talent-driven outsourcing of operations, functions and services to enhance flexibility and drive productivity. Built upon our deep recruiting experience and our expertise in crafting impactful managed services and solutions, we deliver the talent you need to keep you ahead in a demanding world. Our capabilities range from contact centers to onsite IT technicians and any place in between. Our Capabilities: Contact Center Solutions Fix and Repair Solutions IT Help Desk Solutions On Demand Cost Per Call Solutions OPTIMIZED OUTCOMES 2

4 Outsourcing evolution includes an offering where a company can outsource the management and operations of its IT function to an external service provider as a Managed Service. ManpowerGroup Solutions provide several different variations on a managed service model, delivering a variety of benefits to a broad scope of clients. Whether you re getting new employees set up and working, planning IT projects or facing challenges with your existing service, we will deliver. 3

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6 WHY EUS FROM MANPOWERGROUP SOLUTIONS Experienced Experts Our global workforce insight and implementation experience gives us a unique perspective on the challenges of the new world of work. We leverage our expertise in sourcing and managing talent across a broad range of skills in all industries and functions to quickly deliver efficiency and productivity to your operations. Local Solutions ManpowerGroup Solutions currently provides End User Support in a wide range of locations throughout Ireland, such as Dublin, Dundalk, Cork, Waterford and Wexford. We have Mobile Engineers that will travel at short notice. Wherever you are, we can be. Flexibility. Speed. We have experience in quickly sourcing talent, building teams and optimising their performance. Our ability to rapidly respond to your needs, throughout Ireland, gives you the flexibility to take advantage of opportunities that don t wait for you. We ve done this before and can do it for you. Customized Solutions We build a deep collaborative partnership with you to understand your business, your ambitions and your talent-related opportunities. Through this strong relationship, we craft individual solutions that are seamless extensions of your teams and your operations delivering better business results. 5

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8 OUTCOMES DELIVERED RESULTS-CENTRIC ManpowerGroup Solutions, as your service provider, will ensure adherance to agreed Service Level Agreements (SLAs) to ensure quality in delivery, as well as continuous improvement and productivity gains which can accrue to the client via a number of available options. TRAINING Training is now our responsibility. To ensure results, we invest significantly in the training of our resources, and provide access to a broad range of training programs (e.g., industry, client and skill specific) and tools designed to facilitate and ensure best practice methods for our clients. When we engage at a client account, our aim is to do productive work rather than soak up productivity time at your expense. PROCESS ManpowerGroup Solutions operates within industry best practice framework. We invest in these methodologies to ensure they can operate at maximum efficiency accross the entire client account. 7

9 MANAGEMENT CONTROL ManpowerGroup Solutions will have full management and delivery responsibility over the service being outsourced. A client will retain staff to determine the overall needs of the organisation and manage the contract and SLA compliance. However, day-to-day managment of the team who directly performs the work will be with us. FLEXIBILITY IN SKILLS In addition to the contracted persons and services, ManpowerGroup Solutions can source and provide highly specialised skills as required, on a long or short term basis. In fact, ManpowerGroup Solutions has recently committed to supplying aggressive rate cards by skillset in order to lock-in the right of first refusal to bid for new staff and new projects. COST All of our pricing models are set up in a way to leverage the scale of our existing business. For example, as the scope of services increases, the relative incremental additional cost can be less than half the cost of a direct hire model, as we have abilities and scope to utilize synergies and share resources across multiple accounts. 8

10 OUR TEAM SERVICE DESK AND LEVEL 1 SUPPORT Our Service Desk and Level 1 Service Desk Analysts are responsible for answering, commenting and replying to help desk inquiries via phone, or account specific ticket systems. The Service Desk is the first level of support and service. All of our agents are highly technical with strong troubleshooting skills as well as excellent customer service skills to ensure a positive experience for all of our clients. LEVEL 1.5 SUPPORT AND END TO END CALL MANAGEMENT Consolidated Service Desk Technicians (Level 1.5 support) may be called on to address problems that cannot be resolved by Service Desk Analysts (Level 1 support). They will run diagnostics and perform advanced troubleshooting remotely. They may be responsible for any and all remote tasks that are required by the business, or in smaller companies, we can provide a consolidated service desk solution to cover both Level 1 and Level 1.5 support. Our Level 1.5 agents take responsibility for the end to end management of all calls. They will monitor the appropriate ticket logging system for incidents that are unassigned, not active, reaching SLA or have been assigned incorrectly to a support team. They will assess stalled incidents and take appropriate action to move them through to resolution. 9

11 LEVEL 2 DESKSIDE SUPPORT SOLUTIONS Our Desktop Support Engineers are experts in providing support to end users across a range of issues. Level 2 engineers will be the technicians on the ground responsible for directly liaising with your end users and resolving their issues there and then, or taking hardware away for testing where required. All of our engineers are highly qualified and technical, as well as having excellent customer service skills. LEVEL 2.5 SENIOR DESKSIDE SUPPORT AND SME Our Level 2.5 Engineers are previous Level 2 engineers and technical professionals who have experience in troubleshooting, configuration, database administration, repair for server, network, infrastructure, , file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, our level 2.5 technicians have the most extensive experience in certain areas and act as the go-to people for solving difficult issues. We can provide Subject Matter Expert (SME) on a contract or permanent basis, depending on your business requirements. 10

12 AVAILABLE SUPPORT MODELS ManpowerGroup Solutions can provide a varied list of solutions tailored to your business needs: Dedicated onsite team Multi location On Demand Mobile workforce Price per ticket 11

13 OTHER SERVICES In addition to the dedicated, tailor-made solutions Manpowergroup Solutions can provide, we are also available to assist with any short or long term projects that may arise within your business. We have completed hundreds of projects in Ireland within the last year, and our services can be provided to you with a fixed cost. All of our project pricing plans include the assistance of a scheduler to manage the engineers so all you have to do is advise us when and where. Examples of some of the projects we have completed: Office moves (building to building) OS or application rollouts Internal office churns Hardware refreshes Retail store IT moves Floorwalking for technical issues 12

14 MANAGED SERVICES AND SOLUTIONS THAT WORK Exceeding Customer SLAs Month on Month Challenge One of Ireland s leading providers of advanced IT products, services and business consulting expertise, needed help to capitalize on a key growth opportunity. They sought a partner who would take operational responsibility for onsite and remote support for their key strategic clients within the Republic of Ireland. Results 12% increase in overall productivity 5% year on year cost savings 13 Solution 5% cost avoidance in Year 1 Our Management team quickly created and implemented the agreed solution, including sourcing the operating manager. The workforce was transferred into ManpowerGroup No missed SLAs in Year 1 Solutions and operations were transferred on the same day. Our solution allowed the client to simplify its billing, using only 1 PO, ensuring they were able to correctly forecast their costs going forward, as well as passing on all operating risks to ManpowerGroup Solutions. Since its implementation, ManpowerGroup solutions has managed to pass savings and cost avoidance back to the client, as well as reward its top performers for the excellent work completed. CASE STUDY

15 About ManpowerGroup ManpowerGroup (NY SE: MAN), the world leader in innovative workforce solutions, creates and delivers high-impact solutions that enable our clients to achieve their business goals and enhance their competitiveness. With over 60 years of experience, our $22 billion company creates unique time to value through a comprehensive suite of innovative solutions that help clients win in the Human Age. These solutions cover an entire range of talent-driven needs from recruitment and assessment, training and development, and career management, to outsourcing and workforce consulting. ManpowerGroup maintains the world s largest and industry-leading network of nearly 3,900 offices in over 80 countries and territories, generating a dynamic mix of an unmatched global footprint with valuable insight and local expertise to meet the needs of its 400,000 clients per year, across all industry sectors, small and medium-sized enterprises, local, multinational and global companies. The ManpowerGroup suite of solutions is offered through ManpowerGroup Solutions, Experis, Manpower and Right Management. Learn more about how ManpowerGroup can help you win in the Human Age at: manpowergroup.com ManpowerGroup Solutions provides clients with outsourcing services related to human resources functions, primarily in the areas of large-scale recruiting and workforce-intensive initiatives that are outcome-based, thereby sharing in the risk and reward with our clients. Our solutions include Borderless Talent Solutions, Managed Service Provider, Recruitment Process Outsourcing, Strategic Workforce Consulting and Talent Based Outsourcing. manpowergroupsolutions.com Experis is the global leader in professional resourcing and project-based workforce solutions. We accelerate organizations growth by intensely attracting, assessing and placing specialized expertise in IT, Finance & Accounting, Engineering and Healthcare to precisely deliver in-demand talent for mission-critical positions, enhancing the competitiveness of the organizations and people we serve. experis.com Manpower is the global leader in contingent and permanent recruitment workforce solutions. We provide the agility businesses need with a continuum of staffing solutions. By leveraging our trusted brand, we have built a deeper talent pool to provide our clients access to the people they need, faster. We effectively assess and develop skills, keeping our associates ahead of the curve, so they can get the job done each time, every time. manpower.com Right Management is the global leader in talent and career management workforce solutions. Through our innovative and proprietary process, we leverage our expertise to successfully increase productivity and optimize business performance. By engaging consultants that value and understand the human side of business, we make a meaningful impact on both the people and organizations we serve. right.com 14