Overview

Managed Service by Fidelis Group is a complete set of offerings that accelerate organization adoption and business value. Born out of our demonstrated expertise in ITSM, and leveraging our proven Service Management Framework, FCS quickly aligns Eng., processes and technologies to drive value for enterprises. We augment a dispatch model across PAN India.

Client:
A large Fortune 500 IT Services organization supporting a leading public sector General Insurance Company
Industry:
Managed Services
Services:
Managed Services

Challenge

Provision of L1 & L2 resources & technicians for Mobility & Workplace Services

Solution

  • Execute processes and procedures as defined & update the calls regularly
  • Provide client support & tech. issue resolution via email, phone & other electronic medium
  • Configure & generate queries on SQL or any other client specific application
  • Log user calls related to application incidents/service requests
  • Configure / Install client customer software/application for users
  • Maintain regular communication with end users with timely updates
  • Timely escalation of the call as per the defined matrix.
  • Provide training to users on the use of applications
  • Ensure FCR as far as possible & ensure elimination of problem recurrence

Results

SLA & Coverage: Coverage Period – 12*6 roster
Resources Deployment: 7 nos. ( 2- 3 years experienced in service desk support & operations).
Proficient with Hardware/OS troubleshooting. Working knowledge of service desk environment. Basic knowledge on banking & general insurance fundamentals. Good comm. Skills in English/Hindi