IT Helpdesk

About the Client

A real-estate consultancy in Europe.

The Infrastructure

15 Windows Servers, Exchange 2007, Blackberry Enterprise Server, Symantec Veritas Backup, 4 Debian Linux Servers, SQL Server, Oracle, Cisco Routers, Cisco ASA Firewall

The Challenge

The client had approx 250 users working on various business applications. There was an internal helpdesk with a staff of 2 at L1, and a full-time Systems Administrator to escalate requests to. The issue was that there were more requests than the System Admin could handle, leaving him in fire-fighting mode all the time. The company did not have the budget to hire another System Administrator, and also wanted the existing Sys Admin to focus on other initiatives to keep up pace with the growing needs of the company.

The Solution

ProVal provided the client with an outsourced IT Helpdesk. All support requests were logged to a web-based ticketing system, which were worked on by engineers at ProVal's remote operation center. Tickets were assigned levels, with Level 1 tickets being resolved within 30 minutes, Level 2 tickets being resolved within 2 hours, and Level 3 tickets in 1 Business day.

Win-Win Proposition

This worked out great for our client and the on-site System Administrator. Given the volume of tickets, and its varying patterns, multiple engineers would take assignment of tickets and get them resolved. This also freed up time for the client System Administrator, who could now focus on other things as opposed to reactive fire-fighting.

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