Case Study: Financial Company

The Challenges:
A US-based global financial services provider needs a credible and reliable local IT company to provide excellent IT support for their global business partner/s who can deliver the following:

1. Seamless transition from the previous service delivery partner to the local provider.
2. Remote and onsite support for multiple sites, currently at customer sites in Cebu and Metro Manila.
3. Meet the service level agreement (SLA) deliverable in the contractual obligations entered upon by our Global Service Provider Partner with the end user.

What ICS Did:
ICS provided a full-service delivery complement of competent technical staff, comprised of:
1. Level 2 (L2) IT support for onsite end user (EUC) computing
2. L2 IT support for onsite end user Network Infrastructure
3. Support staff for IT Asset Management
4. IT support for PC Engineering/SCCM
5. Service delivery manager and supervisor to oversee the operations

The Solution:
The service delivery team proposed by ICS for the two customer sites are detailed as follows:
• One (1) Service Delivery Manager to lead and oversee the operations.
• Two (2) Team leads. One team lead each for the Alabang and Cebu site.
• Two (2) Network Engineers to be assigned at the Alabang site.
• Four (4) Senior Deskside Engineers. Two engineers each for Alabang and Cebu
• Eight (8) Deskside Engineers. Four(4) each for Alabang and Cebu.
• Two (2) Asset Engineers. One (1) each for Alabang & Cebu)
• One (1) PC Engineering /SCCM in Alabang.

In addition to the onsite and remote manpower, allied support and services are in place.

The Outcome:
ICS team was able to attend to requirements that arise in multiple sites, effectively supporting the client. A testament to the effectiveness of the team is the consistent positive feedback from the global service partner and from the end users themselves.