Remote Server

Centralized Support Desk Support system and remote IT infrastructure maintenance.

Challenge

An IT support and systems integrator company with multi-location offices required a centralized support desk management to support their client IT infrastructure like servers, desktops, routers and networks. The remote tech support team, field engineers and their managers had a very disorganized and complicated process to obtain, provide and track tech health reports, patch management, support tickets, trouble-shooting, and productivity in addition to a FAQ repository.

Solution

Plutustree dedicated a team of project managers to study the entire existing processes by closely shadowing and observing existing practices. Following the analysis a comprehensive challenge, scope and requirements spec document was built. The team identified the pain-points and developed a resolution package for client review that outlined business-process re-engineering with a custom helpdesk management system with built-in popular cloud based SSO and remote management software. This did not require any massive infrastructure deployment and was modelled on a scalable OPEX model with a fail-save workflow.

Technology Deployed

  • AMAZON Cloud servers
  • Custom developed Helpdesk portal
  • OpenSource – For centralized SSO
  • Solarwinds – Server monitoring tools.

Benefits

The client was able to reduce the number of visits by field engineers to a single location and replaced that seamlessly with the engineers being able to handle twice the number of resolution calls. The central command was able to effectively monitor the technical infrastructure and most fixes were done remotely without security compromise. Thus enabling increase in workload by individual engineers, process efficiency, reduced costs and increased productivity.

Technical Competency Profile

  • Building a complete collaborative workflow platform on AWS cloud.
  • Design and Implement various security levels for the service and field engineers for accessing the client systems.
  • Design and Implement new ticketing system workflow.
  • Built a POC with Helpdesk System for clients, Managers and the support engineers. The solution that reports health check of the equipment under AMC, schedule patch management, proactive support services.
  • Managing support and services metrics
  • Hosting, deploying and managing solution servers and systems.