Next-Gen Service Desk for $37-Bn Appliance Manufacturing Company in the US

Highlights

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Service desk and deskside services faced issues with end-user devices going out of warranty.
Adhoc depot support was required.
Password management was a challenge.

Next Gen Service Desk offshore to India, Mumbai, dedicated 24×7
Deployed over 22 senior field service engineers across US locations including factories and warehouses
Flexible model to scale up based on demand
Printer and scanner support across locations

Deployed an optimized resource model with centralized offshore service desk and field dispatch leveraging ITIL processes