Service Desk for $1.5-Bn Mid-size Energy Management
Service Desk for $1.5-Bn Mid-size Energy Management
Highlights
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Company
Challenge
- Reduce IT operational costs for end-user services while maintaining service quality.
Scope
- Deskside support services.
- Service Desk operations.
Solution
- Implementation of a 24×7 Service Desk.
- Provision of dedicated deskside support for end users.
Technology Enablers
- SAP
- PeopleSoft
- Microsoft technologies
Results
- Achieved 100% Customer Satisfaction (CSAT) for end users.
- Overall response SLA met at 98.28%.
- Overall resolution SLA met at 100%.
