Overview
The Challenge to manage and support hundreds or thousands of individual desktops effectively and efficiently with large dispersed user groups continues to be a nightmare for any IT manager. The latest industry research reports show that up to 60% of the IT manager time is spent on resolving internal IT users’ problems. This takes away a lot of time from far more important activities such as research and development, planning, and management of ongoing projects.
End User Support Services is a comprehensive package that ensures quick resolution of user problems, proactive desktop environment management, and the implementation of standards based practice. The technical support team provides an industry-leading set of tools (Service Now ITSA) as part of our ITSM solutions. In addition, we have experience with a number of other tools and can integrate your in-house tools to Service Now.
Benefits for you
- Reduce employee turnover risks.
- Know and control your IT costs
- Improve end user satisfaction
- Resolve Saudization issues and challenges.
- Onsite support available in 24 Saudi Cities
- Avoid recruitment difficulties and costs.
Our Operations Capabilities:
Data Center Operations Support
Data center management required 24/7 monitoring of all servers, storage, and network components. Using advanced monitoring and analysis tools, our experts can identify and resolve issues any time of the day and before they impact your business operations.
End User Operations Support
Companies today depend on IT like never before. An employee who does not have access to his email, laptop, or printing will not be able to fulfill his basic daily tasks. Unikomm end user support provide a full range of SLA based services with strict adherence to ITIL standards.
Network Operations Support
Network availability is critical to the success of your business. Our networking experts can help both enterprise and Telecom clients simplify their operations and support.
Call Center Operations Support
Inbound, outbound, pre-sales, or post sales, Unikomm can help you build and operate a flexible and revenue generating call center service.
Our Approach
Assessment
We start by assessing your current status: What problems you are facing, where do you want to be, what are the gaps, and how can we eliminate these gaps.
Service Model Development
We then proceed to develop your service operations model: what services do you want to offer and by who, what is your SLA, what resources are required to meet those targets, etc.
Service Transition
During service transition stage, our team will first shadow whoever is currently managing your IT operations for an agreed number of weeks. We then reverse the roles during which our team take charge and the current team will shadow them. This continues for a number of weeks until both managements are confident the service transition.
Infrastructure Optimization
During the optimization stage, which could last for many months, our team will work on the gaps identified earlier and work on improving the status of IT. This goes along with day to day operations and support.
Service Operations
The last and continues stage during which our team will fulfill their duties and customer will monitor and review performance.