Our client is India's prime shipyard. It manufactures warships and submarines for the Indian Navy and offshore platforms and associated support vessels for offshore oil drilling. It also builds tankers, cargo bulk carriers, passenger ships and ferries
The client has a computer user base for more than 2000+ users spread over an area of
approx.300 acres. Being a high security base company, it needed a good reliable resource to address the problems of the users, also their network, server and other IT Infrastructure setup. They had challenges with the earlier vendor with the delay in prompt service and spare availability in time, with the users complaining about improper service.
Orient had multiple rounds of meetings with their CIT team to understand the overall IT infrastructure area of concerns and challenges to give appropriate solutions for the IT support team, and AMC for the computer peripherals which were not under warranty. They had a specific requirement about the resources needed to be a part of the support team. We had a hard time identifying the right resources as per the Qualification, JD and Criteria set by the client in the P.O. but have successfully deputed the team of 20 resources. The helpdesk tool Sapphire is implemented to measure the SLA and ability of the Resources giving proper in time solution. For AMC support we have set up a process where we keep a few spares in stock to avoid delay in time. Dedicated backup team members have been defined.
The 20 resource team deputed at client’s site has improved the service response to their users, it’s in time efficient and proper solution based one. The users are getting in time support and the up time is approx. 100%, SLA maintenance is 99%. Our network team helps the customer in properly redressing Racks (network & server) as per the standards in a neat and clean way. Preventive maintenance is done on Quarterly basis for IT peripherals. Expert team is deputed as per requirement to address the printer calls
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