A leading pharmaceutical company needed service desk support to help increase productivity and minimize user downtime. LDS Infotech has been providing efficient support.
Client Profile – The client is a leading Pharmaceutical company having its headquarters in Mumbai and having their own R & D centre and other offices PAN India.
Situation –The client required support from a third-party IT services provider to manage its internal IT service desk. The original service desk team struggled to deliver consistent service that met the needs of end users—the large network of users who may call the service desk for help. The client’s human resources department was not equipped to properly determine the skill sets needed for the help desk. Instead of allocating resources and energy to the help desk, external support would enable the client to dedicate more time to its core competency.
As a pharmaceutical company, Time was a critical factor for the service desk, and any user downtime could have potentially costly impacts. In terms of business objectives, the client required a partner that could restore end users to productivity as quickly as possible, while minimizing any potential disruptions of service. To optimize the service desk, there were several important measurements the client hoped to achieve, including reduced mean time to resolution, increased incident resolution rates and fast and accurate escalations to appropriate personnel.
The partner of choice would need to be able to handle the entire service desk operation. The client’s third-party service desk partner would need to seamlessly support their professionals, ensuring that their day-to-day work was not interrupted by hiccups in technology or delays in troubleshooting issues. Not only was it important to mitigate end-user downtime, but the client also required that the IT services partner deliver high-quality and consistent support services across the organization.
Solution – LDS Infotech would deliver on-site support of service desk requests coming from the end users. We would support requests, including phone, voicemail and email. All requests would be seamlessly managed to ensure that the end user experiences timely, high-quality and consistent support. We would strive to resolve routine incidents during the first call and properly route those incidents requiring escalation in a timely manner. Our team would also provide specialized desktop or application product support and end-user coaching and guidance as needed
Result – LDS successfully deployed onsite Support Engineers as per the client requirement and ensured seamless support to the client. Timely back-up and replacements were the key to efficient support. Service desk was managed with efficiency and timely services was provided to all users.