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
Technology
- Microsoft
- Cisco
- Tandberg
- PRIMA / DIVA / WUSS / B2B
- IDAS / JUNIPER / PANAMA
- SAP / RDA /Citrix
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