BMC Remedy

The IT company renders outsourcing services in the organization of the first line of technical support of users of Sony Electronics Ltd. Engineers monthly process more than 500 requests. Work is conducted since April, 2011, and the customer, having estimated its first results, is going to expand cooperation with IT.

Tender on the organization of the first line of technical support of users took place in the end of the 2010th – the beginning of the 2011th year. The offer of IT became the most expensive and the organizations of works, also its opportunity to provide in case of need expanded round-the-clock technical support became advantage of IT.

The service provision contract is signed from IT for a year, till March 31, 2012. According to it engineers of technical support provide to users of Sony in Russia and the CIS the following services:

• acceptance and registration in an automated system of BMC Remedy of 7.0 requests of users by phone, e-mail and via the web portal
• primary help and consultations on work of the operating system, automated workplace (AW), telephony, MS Office, standard applications of the company
• deployment and movement of an automated workplace, including replication of standard "image" on workstations, the help in carrying out inventories
• enciphering and decoding of notebooks, data migration

Monthly engineers of IT process about 500 user requests. Them they execute a part independently, transfer a part to the second line of technical support which is formed by the customer's IT specialists.

Dmitry Voronchikhin, the senior manager of department of automated control systems of Sony Electronics, commented on intermediate project deliverables: "The IT considerably improved the organization of our technical support. Users are happy with professional work and responsiveness of specialists of IT, requests are not lost, problems are solved quickly and accurately. Of course, a lot of things can be solved far off, but personal presence of the IT specialist is important for users".