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HELP DESK CREATION AND IMPLEMENTATION USING MICROSOFT SHAREPOINT

A LARGE U.S. BASED INSURANCE COMPANY WAS LOSING CUSTOMERS AND CONSUMING THEIR INTERNAL IT TEAM’S RESOURCES DUE TO AN OBSOLETE END USER TROUBLESHOOTING PLATFORM. INTERTEC CREATED A NEW, EFFICIENT AND EASY TO USE HELP DESK MODEL, WHICH ALLOWED THE COMPANY TO REGAIN CONSUMER CREDIBILITY AND MAKE BETTER USE OF ITS INTERNAL IT ASSETS.

CLIENT'S CHALLENGE

A large U.S. insurance company was in need of increasing the agility of its internal troubleshooting platform, which was becoming obsolete and causing the company to lose its competitive advantage. The company decided to customize and implement an effective SharePoint platform in a corporate environment. The main goal was to take full advantage of its powerful and versatile features and provide high-quality, real-time site administration and support to their end users, while keeping maintenance costs as low as possible.

Help Desk

OUR SOLUTION

Intertec immediately assigned a team of highly experienced technical resources to provide the required SharePoint administration and support services through a help desk model. The application’s end users were given the option of using several communication channels to contact the help desk for assistance regarding any incidents and/or requests. Our team managed to successfully administrate quotas, permissions and site security, as well as provide basic troubleshooting and problem resolution. They also improved channels through which they could interact with the end users, and provided timely and effective answers to any inquiries that were made.

VALUE OBTAINED

  • The implemented solution not only increased the organization’s efficiency, but also allowed the company‘s senior staff to concentrate on other crucial strategic business needs and higher-value processes.
  • Additionally, by implementing an effective support and administration solution for our client’s SharePoint sites in close collaboration with their in-house IT staff, the organization gained the tools and knowledge it needed to further continue optimizing and increasing efficiency.
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