We are hiring now! Check our open positions and start a new exciting career! x

Helpdesk Support

Initial Situation

MCON China provides a full IT Support helpdesk including project management services within Change Management requests. The helpdesk engages ITIL practices from Incident Management through to Problem Management services.

Facts about the project

  • Supported 1500+ seats in 10 locations throughout China, including Hong Kong and Taiwan
  • Over 2100+ end user devices (workstations and laptops)
  • Over 500+ mobile devices (iPad and iPhone)
  • Over 100+ approved applications
  • Average 1200+ tickets per month
  • Onsite SLA ranging from 15 minutes to 4 hours
  • Average SLA 98%
  • Average resolution rate of less than 2 hours
  • Main customers include multinational automotive companies

Project Tasks

  • Provide 1st and 2nd level onsite support
  • 12 x 5 standard support
  • 24 x 7 emergency support for OFK users
  • IMAC services for hardware and software
  • VC support / VPN support / Printer support
  • IP phone administration
  • End user device asset planning and management including inventory ordering, control, and retirement (PRIMA)
  • Checkin and Checkout services for end users
  • Project and Operations Infrastructure support
  • Infrastructure change due to customer’s requirements
  • OS and application upgrades and rollouts
  • DIVA file server sharing and permission administration support
  • CITRIX, Juniper, Panama, IDAS, WUSS administration and support
  • New site setup and testing support
  • Daily and monthly reporting


  • Microsoft
  • Cisco
  • Tandberg
  • PRIMA / DIVA /  WUSS / B2B
  •  SAP / RDA /Citrix