Service Desk Services description

Transcription

1 Service Desk Services description August 2012

2 Content 1. Service Name Service type Business description What is aaditional/optional What is not included Benefits Service Level Targets Contact Information

3 1. Service Name 24/7 International Service Desk Services 2. Service type Level 1 Service Desk support Level 2 Service Desk Support Monitoring: Application, Server, Storage, Network and Firewall 3. Business description Atea International Service Desk provides advanced support as the Single Point of Contact for all customers, users and internal needs in a 24/7 environment. 4. What is included Service Desk Level 1 includes: Local business hour ( ) multi-language support Languages include Latvian, Russian, Estonian, Lithuanian, Danish, Norwegian, Swedish, Finnish, German, Austrian, Slovak, Czech, French, English and Polish Local Non-business hour support in English only. ( ) 24/7 support BitLocker support Troubleshooting deployment issues Application support Standard incident and Service Requests Cirrato print management Mobile device management, (MDM) support and troubleshooting Concierge Tandberg remote support Server 2003, 2008, 2008 R2 support Hyper-V support Network support (MPLS, wireless, firewall etc.) Exchange support Lync Server support Sharepoint support Citrix support Navision support Antivirus support Small change requests User management Catch and Dispatch Raising service requests to SW vendors when needed. Service Desk Level 2 includes: 24/7 support Troubleshooting more complex deployment issues Application support 3

4 Server 2003, 2008, 2008 R2 management Hyper-V management Network support (MPLS, wireless, firewall etc.) Exchange support/management Lync Server support/management Sharepoint support/management Citrix support/management Navision support/management Antivirus support/management Active Directory management GPO management Monitoring Description: Our more advanced level 2 supporters provide a 24/7 monitoring service for most of our customers. We use various customer monitoring platforms including IBM Tivoli, Omnibus and Nimbus. We monitor around networks, applications, servers, storage solutions, firewalls and databases. Each customer has its own procedures on how to handle alerts and our staff attends regular workshops to ensure the support level is always high. 5. What is optional/additional Atea International Service Desk can also provide the following support: Level 3 Support OPMAN (Server Operations): o Windows Server based server patching o TSM File backup check, backup configuration, backup case investigation o Incident solving o Configuration changes by customer request OPNOM (Network Operations) o Advanced Network troubleshooting, configuring OPDBA MSSQL (2000/2005/2008/2008R2/2012) servers administration: Log Shipping/Mirroring/Clustering (monitoring, problem solving) Database backup process monitoring, problem investigation Database maintenance (re-indexing, checking for database errors) Access granting (Logins and permissions) MSSQL performance - troubleshooting, optimizing, tuning Database migration/restore (by customer request) Other customer requests. 6. Benefits Atea International Service Desk provides high quality support with structured procedures and documentation which allows us to provide fast, consistent support at best practice for all supported regions. The customer receives centralized, structured and organized support in a fast and friendly manner. 7. Service Level Targets 4

5 Service level targets include solving cases professionally, within the SLA defined response and case solving time according to the procedures defined in service desk operations manual and SLA. In addition to that, creating, maintaining and improving a common knowledge base that helps to educate both level 1 and level 2 technicians and help improve problem solving time, manner and quality in future. More than 85% of all cases are solved at first contact ensuring we stay well within the agreed SLA s of all customers. 95%+ of all phone calls are handled within the 60 second target level and the standing case backlog is kept at a minimum. We also ensure customer satisfaction survey ratings are high and take immediate action if any are not. We constantly maintain an effective and audited Quality management system according with ISO 9001:2008 Quality Management guidelines; and our Servicedesk staff is undergoing constant training and Microsoft certification. 8. Contact Information If you would like additional information please visit; 5