IT Helpdesk & Desktop Support Managed Services
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: ü ü ü ü ü ü ü ü ü 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: ü ü ü ü ü 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 ü ü ü ü 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 ü ü ü ü ü VC meetings Help Desk services provided Events & off sites supported Major production events Break/fix services 3,300 2,300 70 3 84 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 l l 300 desk – regular move 150 desk – trading floor move (completed with zero downtime) Singapore l l Japan l l l l 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 l l l 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
© Copyright 2024