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Desk Side Support
Fox Entertainment4000 Users in USASeveral Companies
Fox Entertainment GroupTwentieth Century FoxTwentieth TelevisionFox Filmed EntertainmentFox Television StudiosFox MobileSearchlight
CurrentlyFOX Entertainment has Level one Service Desk Support
Users call Service Desk and Submits ticketFOX Service Desk tries to troubleshoot over the phone or
uses Remote Tools or sent to Desk Side Support
FOX Entertainment contracted with Unisys for Desk side Support issues
Unisys Consist of 12 Technicians, Team lead, Project Manager
Unisys uses Pairgrin Ticketing System Desk Side Support Mostly handles Physical issues.
Issues
Unisys Contract up December 31, 2009
Unisys Quality of Work
Price of Service
OptionsFox Began Searching in Summer 2009
Fox researched Third Party Desk side Support Vendors
IT IQ Solutions Inc
Insight Global
HCL
Third Party Desk Side Support
In October 2009 FOX Entertainment Choose HCL
HCLHCL is an IT Staffing Firm that Contracts with
Major Companies
HCL partnered with many Manufactures
HCL currently in 26 Countries Worldwide
Headquarters in India.
Currently has 60,000 Employees
FOX and HCL
Contracted for 1 year
HCL Project Plans
Hire 12 Desk Side Support Technicans, Team Lead, Project Manager
Technicians Start November 2, 2009
Remedy Ticketing System
Process of ServiceUsers call or email service desk for issues
Service desk tries to troubleshoot over the phone or remotely.
If can not be solved by service desk it is escalated to Deskside Support team.
HCL Responsibilities Resolve Tickets submitted in Remedy
Communicate with user to plan to repair issue within: 5-10 Minutes for Critical Issues 10-15 Minutes for High Priority 15-30 Minutes for Medium Priority 30-60 Minutes for Low Priority
Complete Projects System Installs
HCL RequirementsComputers for Technician
Work BenchTools
Blackberry for Communication and Email outside
Badges for Access
Remedy Database
Golf Cart
PrototypeSetup/Configure Remedy Database
Access via Web based or Software Client
Create test tickets
Training for Support Group Once Remedy is installed and working
Training ScheduleNovember 2nd – November 20th – Infrastuture November 23th – December 6th – Remedy TrainingDecember 8th – December 12th – Remedy TestingDecember 15th – December 31st – Partial Ticket
SolvingJanuary 1st – COMPLETE DESKSIDE SUPPORT
Remedy Training Requirements for Remedy Tickets
User names the ticket is forThe IssuesDetails what Level 1 support tried to do but
failed. TIME, DATE, and LOCATION.What kind of issue(s)
Hardware Software Network
Resolution
Training for FoxUsers will not notice a difference mainly
because they contact Service desk.
Service Desk are the only people who will see changes.
TestingRemedy Server is up and Running
Support Team Receives Remedy Database info
Support team received their logins
Team is able to view the remedy layoutWeb BasedClient
Testing (cont)Test Tickets Created
Support Group Completes the required steps
Partial SupportHCL Team resolves light tickets for half of
the day