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Submitted By grimm028
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Case Study No. 17

Title: Establishing a Telephony Service Desk System to Enhance Telecommunications Support
Author: TEKSYSTEMS GLOBAL SERVICE
Date: 2014
Category: Development Process, Engineering
Keywords: Telecommunications support, Telephony Service Desk System
Source:http://www.teksystems.com/~/media/Files/case-studies/global-services/Delivering%20Superior%20IT%20Support%20Services%20for%20a%20Video%20Game%20Maker.ashx
Content:

With the guidance of TEKsystems’ Support Services practice, the client was able to successfully launch its first telephony service desk designed to resolvetelecommunications-focused issues. The service desk has been fully operational since 2001. TEKsystems sourced, screened and onboarded nine service desk analysts who were experts working to assess and fix any telecommunications problems. From TEKsystems’ Support Center in Maryland, this team was dedicated to providing 24x7x365 support for all telecommunications issues across the client’s massive network of retail locations; this ensured that tickets were resolved in a timely fashion and in order of urgency and escalation requirements. Regular client touchpoints were held to stay abreast of any shifts in business objectives andprovide transparency into our progress. Over time the analyst team earned the client’s respect, as they were perceived not as a vendor but as an extension of the organization’s internal telecommunications team. The team remained on the pulse of changing technologies and offered training opportunities to the client’s IT team in order to share that knowledge.

Management Challenges:

Implement a service desk model where telecommunications and internal desks are separate, unlike a standard, centralized service desk. Train resources that are able to manage ticket data across three different ticketing systems. Collaborate with external client vendors

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