Help Desk Services

  • Customer: Leading Publishing Company
  • Industry: Printing & Publishing
  • Service: Infrastructure Services > Remote Help Desk Service
  • Hardware: HP & Dell Servers and Desktops

The Situation

Our client, a leading company in printing and publishing required a partner with a proven track record of success to manage their desktop and server environment efficiently and reduce overall IT costs. The client used softwares based on the Microsoft Windows Server 2003 network operating system and the Windows XP desktop operating system. In an effort to control and reduce its internal IT costs our client wanted to out-task its help desk support for Windows Server and Windows XP issues.

The Challenge

Major product upgrade rollouts such as Office 2003 to Office 2007 was a major challenge considering the training on new features within Office 2007 product. Another challenge was to manage the enormous number of help desk calls after deployment. Our client wanted to partner with a company that could not only help reduce its help desk costs, but could also provide a flexible pricing model to accommodate fluctuating usage and company growth.

The Response

i3’s Infrastructure practice team evaluated the customer requirement and proposed a remote Help Desk service with a remote team that would work with clients existing team. While keeping committed resources for regular help desk operation, i3 offered to bring in more resources for short term needs. The solution included server diagnosis and remedy network and desktop problems remotely, minimizing the number of onsite visits required for support and dramatically reducing the expense for our client. As part of the service, i3 constantly monitors and verifies that service level agreements are met.

The Solution

By partnering with i3 to manage it’s Network and Desktop operating system the client was able to reduce IT operational cost by 30 percent and lower overall TCO while improving on service delivery.