Overview A comprehensive range of 2nd line technical support services
This robust network collaborated seamlessly with local 1st level support teams to address both general and complex technical issues, supporting over 25,000 users annually. The fully outsourced operation was underpinned by performance-based payments, driving continuous service development and enhancement.
Services Provided:
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01
User Access Control
Managing permissions and access rights to ensure secure and efficient operations.
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02
Knowledge Management
Developing and maintaining a knowledge base to improve service levels.
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03
Active Process Development
Refining and optimising support processes for enhanced efficiency.
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04
Automation Tool Development
Creating tools to automate routine tasks and increase quality.
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05
System Fault Diagnostics
Identifying and resolving system issues to maximise uptime.
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06
Pre-release System Testing & Beta Support
Assisting with system testing and supporting beta releases to ensure stability and performance.
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07
Quality Issue Investigation
Investigating and resolving quality issues to maintain premium product standards.
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08
Trend Analysis for Product Improvement
Analysing support trends to identify and address areas for product enhancement.
Delivery results
With a dedication to service and technical expertise, a technical data review process was implemented to ensure accurate, high-quality documentation, delivering results ahead of schedule and within budget.
The entire project was completed well within the allocated budget.
Final delivery was successfully completed 30% faster then requested
Conclusion
By leveraging global reach, technical expertise, and a commitment to continuous improvement, technical support operations were transformed into a high-performing, cost-effective service.
This data-driven approach and focus on quality not only reduced costs but also significantly enhanced user satisfaction and service delivery.
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