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End User Services

We provide end-to-end remote and on-site lifecycle support, integrating end-users with your enterprise’s high-end technology and state-of-the-art infrastructure for uninterrupted high performance and greater productivity. We consult, integrate and manage the end-user computing infrastructure for our global clients, enabling non-technical personnel to reach the highest level of competency and functionality, and to provide a robust, reliable environment with the highest level of productivity.

We offer complete workplace management services to take care of your client environment through cost-effective offshore model and consolidated support infrastructures. Our End-User Services portfolio consists of customizable services that help you improve the efficiency of your desktop environment and reduce desktop downtime. We provide end-to-end lifecycle support for workplace IT infrastructure; from IT helpdesk to asset management. Our multi-lingual support through our global delivery model is geared to meet the support requirements of your end-users across the globe. Some of the key end-user services that we offer include:

End-User Service Desk
  • Single point of contact: We take end-to-end ownership of all IT incidents, from creation to closure.
  • 24/7 customized support: We remain flexible to meet our customer needs on the support model
  • Knowledge management: All the processes are well documented to maintain consistency and quality. Regular audits ensure that the required documentation is available at all times
  • Seamless integration: Our service delivery methodology ensures a tight integration across the IT organization, with change management, configuration management and incident management teams
  • Data warehousing system for detailed online reporting and analysis: The data warehousing tools help us to provide you with a complete and detailed online report and analysis of the issues concerned
  • Access to cutting edge technology: Technology is used as an enabler to drive simplification and standardization
  • Uninterrupted business through BCP/DRP: We offer Intra-city, Inter-city and Inter-country options to ensure normalcy in the event of a disaster
  • Voice of the customer: Our automated VoC process ensures that we capture feedback on all aspects of our service from our customers at all time
  • Multi-lingual global help desk: We support end-users across continents in multiple languages from our delivery centers.
Deskside Services
  • Install, move, add, change and decommission (IMACD): We provide end-to-end support of IT-asset lifecycle from deployment to decommission
  • Maintenance (hardware break/fix): We support multi-vendor desktops, laptops, printers and mobile devices such as the BlackBerry
  • Standardization and planning: Our service delivery ensures reliable and  repeatable process   standardization and  best practice sharing
  • Install and support core load and business applications
  • Network connectivity issues and asset management
  • Global delivery through partners
Software Distribution
  • Architecture design:  Plan, design, and implement software distribution
  • Implementation: We assist you in planning and implementing software distribution projects, design the topology and hierarchy, deploy software distribution tools and roll-out the tools, following a Six Sigma-based tollgate-driven methodology
  • Administration and maintenance: We centrally administer the tool servers and provide maintenance support
  • Software distribution: We provide software distribution from remote locations to single or multiple systems and  locations, and we centrally support and maintain the distributed network of computers
  • Inventory audit: We provide a repository of the existing software deployed, as well as provide hardware inventory critical for planning and deployment.
Imaging Services
  • Image Creation and testing: Develop standard Images as well as hardware independent images (HII) as per specifications of your business
  • New system configuration: Setting up images on end-user’s system along with user specific settings
  • Re-deployment: Re-imaging end-user systems in case of OS changes or poor system performances
  • Minimized desk-side visits: Provide greater control of end-users’ systems
  • Enhancements overlays and customizations: we handle the end-to-end process of image creation to deployment using industry standard toolsets.
IT Asset Management
  • Architecture design:  Plan, design and  implement ITAM Infrastructure
  • Implementation: We assist you in planning and implementing ITAM projects, design the topology and hierarchy, deploy ITAM tools and roll-out the tools.
  • Automation: Single window console for global inventory tracking of all asset movements and deployments; centralized administration across all operating systems and multi-vendor devices; seamlessly manage redeployments at a global level.
  • Compliance reporting: Track and manage assets for compliance, license monitoring, and utilization to ensure client compliance.
  • Audit: Conduct software and hardware audit for utilization, uptime/downtime and compliance.
  • Monitoring and support: Global monitoring of all IT assets covering cost, maintenance, support and retrials.
We measure the success of our processes by using the following key performance indicators:
  • Resolution at first contact
  • Average speed to answer
  • Abandon rate
  • Turnaround time
  • Customer satisfaction Resolution yield

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(+91) 986 846 0154