IT Helpdesk &
Desktop Support
Managed Services
Video Conference
& Media Services
Managed Services
IMAC
(install, move, add, change)
IT Service
Augmentation
System Upgrades
About
Asia Focused
Service Delivery
Locations
PATHWAYS is a well-established
professional services company
with offices in Hong Kong, Tokyo,
Singapore and Sydney.
OUR TEAM brings a mix of client
and industry experience spanning
finance, HR, IT, staffing,
pharmaceutical, manufacturing,
telecommunications, accounting,
healthcare, government/military
and hospitality.
Our Approach
PATHWAYS works to very
clear service levels so that
our performance is
transparent allowing us to
stand by Our Promise.
ü  Operations are founded on the desire to serve others as we wish to be
treated thereby building long-term relationships
ü  Importance of People – PATHWAYS takes pride in making a long term
commitment to developing its people which then allows us to deliver a
consistent level of service to our clients
ü  When working within a larger organisation, we integrate with their global
practices
IT Helpdesk & Desktop Support
Managed Services
IT Helpdesk & Desktop Support managed
services ensures that your users’ daily desktop
support needs are dealt with in an efficient and
timely manner. In addition, monitoring and
compilation of statistics allows us to work with
you to improve operational efficacy by
identifying reoccurring support issues and
bottlenecks. The types of tasks we cover are:
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User set-up (PC imaging, profile creation, email, printers, share drives)
Incident logging and management via internet based ticketing system
Telephony support (Cisco, IP phones, Avaya networks, NICE call recordings)
PBX configuration (ring groups, handsets)
Desktop and PC troubleshooting including rebuild, break-fix, internal hardware
installations, peripheral installations and replacements
Blackberry and mobile devices support (activation, troubleshooting, provisioning)
ü  Data recovery
Hardware break-fix
ü  Technology equipment inventories
Network troubleshooting
ü  Bloomberg terminal set-up
BAU IMAC
IT Helpdesk & Desktop Support
Managed Services
THE QUALITY OF OUR SERVICES
ARE SHOWN BY THE RESULTS
Client
Users
Locations
Support
15% cost reduction within 1st
year while exceeding SLAs
Financial institution in Japan
Approximately 650
Tokyo x 2, Osaka, Nagoya
1st & 2nd level IT support
To reduce costs, the client decided to reduce the number of full time IT employees
by moving to a Managed Serviced model. However there was to be no reduction in
the quality of service provided to users. Major Achievements within the first year:
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IT support cost reduction of 15% from the previous year
All SLAs met or exceeded
As part of Business as Usual, upgrade of users to Windows 7 and Office 2010
Creation and implementation of Knowledge DB for IT support team
Complete projects including •  Relocation of over 550 users
•  Disaster Recovery testing
•  Off site event support
•  Power down support
Video Conference & Media Services
Managed Services
Media Services provides high
quality, reliable conferences with
your staff and customers while
saving on travel time, fatigue and
costs.
Video & audio conferencing
Reservation management
Events & off sites
Interviews & specialist
productions
ü  Webcasts
ü  Executive/VIP productions
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Video Conference & Media Services
Managed Services
THE QUALITY OF OUR SERVICES
ARE SHOWN BY THE RESULTS
Client
Users
Locations
Support
5% cost reduction within 1st six
months while exceeding SLAs
Global financial institution
Approximately 5,500
From India to Korea, Japan, Hong Kong, Singapore, Hong Kong and
across Australia
All video conference & media services
In achieving this, in an average month we deliver
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VC meetings
Help Desk services provided
Events & off sites supported
Major production events
Break/fix services
3,300
2,300
70
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IMAC
(install, move, add, change)
IMAC, if not managed properly, can result in lost time and reduced productivity.
PATHWAYS offers solutions that
enables businesses to lower the
overall cost of IMAC with flexibility
to complete engagements from
one seat to a complete office. Our
solutions include:
•  Vendor consolidation and billing
consolidation
•  The ability to effectively predict
and manage the total cost of
IMACs
•  Small IMAC completion without the need for additional vendor involvement
IMAC
(install, move, add, change)
ü  Regular moves
Prepare floor plans, take photos and
arrange labeling to ensure all items are
moved to the collect location
ü  Trading floor relocations
Arrange moves out of business hours to
ensure seamless transition with zero
downtime
ü  Office fit-outs
Our multi-skilled team offers project
planning, cable management, hardware
procurement, desktop deployment and
user support
ü  Server relocation
All equipment is packed in
professional protection cases for
avoid any risk of damage
IMAC
(install, move, add, change)
Recent & Current Work
Hong Kong
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300 desk – regular move
150 desk – trading floor move
(completed with zero downtime)
Singapore
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Japan
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10 desk & 90 desk - regular move
50 desk - trading floor layout change
(completed with zero downtime)
30 desk - office relocation and fit-out
600 desk - server relocation & office
move
1,000 desk – server relocation &
office move
1,900 desk – office fit-out
Australia
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100 desk – running on Apple prior to
the move then integrated into
Windows in new location
20 desk – trading floor move
400 desk – from 3 into 1 location.
Full new office fit out and set-towork including server relocation
IT Service Augmentation
& System Upgrades
When you need additional IT staff but do not
want more permanent headcount,
PATHWAYS can supply skilled people at
your worksite.
This could be for a few month fixed length
project or as a prelude to moving to a full
Managed Service outsourced model.
System upgrade services include:
ü  Hardware & operating system upgrade
ü  Data migration
ü  Server performance checking
Contact
Hong Kong
PATHWAYS HK Limited Level 12,
China Minmetals Tower 79 Chatham
Road South, Tsim Sha Tsui, Kowloon,
Tel: +852 3796 3377
www.pathways.com.hk
Singapore
PATHWAYS SG Pte. Ltd. 30 Cecil
Street, #26-00 Prudential Tower
049712 Tel: +65 6631 3205
www.pathways.com.sg
Japan
PATHWAYS K.K. 825 MG Meguro
Ekimae Bldg. 2-15-19, Kamiosaki,
Shinagawa-ku, Tokyo, 141-0021
Tel:+81 (0)3 4540 1045
www.pathways.co.jp
Australia
PATHWAYS Group Pty. Ltd
65 Hill Street Roseville,
Sydney, NSW 2069
www.pathwaysgroup.com.au