Finance Sector Case Study

We provide on site and remote support services for the London and European office for this Private Equity Company.

Case Study
Brief:
This London based Private Equity Company, required IT Support Services for their London Headquarters and remote based offices located in Munich and Paris. The levels of support required were; Server support, remote desktop support and onsite weekly based support in London.

Approach:
EnablesIT recommended our Remote Monitoring Service and Remote Desktop tools, backed up with onsite services. We demonstrated the remote Desktop service by connecting a PC to our Help Desk in Bookham. Our help desk engineer took over the controls of the PC and was able to perform reconfiguration tasks. We then invited  the client to our facilities in Bookham to see our Remote Monitoring capabilities, we demonstrated the advantages of remote monitoring which provides a health check of systems every 5 minutes, thresholds are set and when these are breached, alarms are sent to help desk and reacted to thus minimising effect to end users. Engineers respond to the alarm conditions and resolve issues remotely.

Solution:
Enables IT proposed Remote Monitoring Services for key business servers located in London and the European offices. These devices would be monitored on a 24/7 basis with remote 30 minute response backed up by 2 hour onsite services Monday to Friday 08:00-18:00hrs. In addition to this Remote Desktop Services allowing us to diagnose and resolve desktop issues in all offices with London having 2 hour onsite backup. General administration and small projects are undertaken using dedicated onsite service days each week.

Implementation:
The installation went smoothly working with the incumbent support company during their exit month. This allowed us to have a more in-depth/local knowledge of the network at the beginning of the contract to the quirks of the network. We audited the network and all servers so that any engineer could familiarise themselves quickly with the parts of the network, so that when they attending site or performing remote support in the future all information would be available at their fingertips. We installed the remote monitoring services and adjusted the thresholds, this highlighted some issues on servers that the client was not aware of previously and these issues were addressed.

Ongoing:
Monthly reports are created and issued and reviewed at a monthly meeting. The report comprises of complete breakdown of calls logged by users on the helpdesk with the resolutions detailed, full reports on the monitored devices including detailed graphs, along with explanation of the graphs/tables and any rectification requirements. In addition the dedicated onsite time is also documented, prioritised and advised whether completed or not. At the monthly meeting performance is discussed and changes made, projects are identified and timescales and resource are allocated.