24/7 IT Operation Services Team for International ICT Group - RealDolmen

Our client is an international ICT player with a presence in multiple European countries, offering integrated solutions that support the entire ICT life-cycle.

As the client’s company continued to grow, there was an increasing need to supplement its managed IT services. With over 1,000 customers in the Benelux, the company is a reputable and highly-valued organization in the region. So, it was important for them to find a reliable local partner with nearshore service centres.

ENGAGEMENT

Technical Support, Windows Server, MS Services, Networking, Virtualization, Security, Software Asset Management, Azure

pwrteams offered a flexible staffing model to build a highly experienced dedicated engineering team in Poland according to the client’s requirements. The collaboration between the client and pwrteams lasted for over six years. 

We built an ICT Operation team with up to 30 English-speaking experts responsible for server patching, installing new services, working on virtualization, networking, security, automation, upgrading services, and everything in the cloud-like Azure.

RESULTS

Our team provided 24/7 support (On-Call Duty support / Monitoring / Operations) for these directions:
 

• Level 1 Technical support: active monitoring of IT infrastructure and spotting problems, essential support and troubleshooting, ticket routing and escalation to Level 2 support, documentation and analytics.

• Level 2 and 3 support: setting up, analysing, configuring, upgrading, maintaining and improving IT systems and applications

All ICT Operations specialists were trained in ITIL. Besides technical support engineers, the team also consisted of process and resource coordinators who ensured that the team met the client’s Response, Intervention, and Resolution SLA for all tickets.

On average, pwrteams works on about 2,000 tasks a month, more than 99.5% of which are resolved on time.

➙ Read a case study here.