CASE STUDY : Integrating Field Services

IT Field Services in the UTILITies Industry.

 
DGBS was entrusted on all operations & technical support, for install, move, add & change IMAC services as per the SLAs defined in the Service Level Matrix and establish robust Call Flow Process
Scope include
  • Provide onsite & remote support as necessary to meet Service Levels as required.
  • L2 /L3 support to the Service Desk as required.
  • Resolve incidents on equipment in scope (Desktops, Laptops & Mobile devices)
  • Coordinate with Third-Party as required
  • Coordinate activities to resolve
  • LAN, WAN, print, and file services.
  • Assistance to appropriate LAN segment.
  • Electronic mail replication.
  • Manage hot spares and spare parts inventory.
  • Smart hands support in dispatch locations

 

Call Flow Process

  • Users from Corporate offices, branch offices and other locations call System Integrator Service Desk.
  • System Integrator Service Desk receives requests and any work that can be performed remotely will be resolved remotely
  • Unresolved issues gets transferred to designated service queue.
  • Onsite service call or dispatch is initiated and resolution is updated in call reports
Our Clients

Let’s talk about your project

CONTACT US