Service Desk

Business need

Restructuring the company, minimalizing the contribution to the work not connected directly with Business. Outsourcing whole processes that support the Business’ work.

What we did

• A team of specialists taken over from the Client’s structures is responsible for implementation of the first and second line of support.
• Three employees working in shifts perform the procedure of closing the day, which is critical for the Bank’s continuity. Work is done at night or on weekends.
• We realize support works according to the SLA expected by the Client, we present results by monthly measured KPI.
• The entire process, supporting Service Desk and second line in the head office and in branches all over the country is realized by Sii’s team.
• We advise the Client in the area of ITIL methodology.

Effects

• No KPI exceeded.
• Identification and presenting solutions for leaky ITIL processes.
• Taking over Bank employees smoothly and in a short time.
• Equalizing knowledge levels in the team.

Technologies

ITIL, ManageEngine SD +, MS Office, Mobile technology