Corporate Help Desk & VIP SLA
Structuring of corporate Help Desk workflows addressing incidents from Level 1 to Level 3. Reduction of downtime in critical resolutions for transnational clients under Outsourcing contracts.
The Problem
External providers were failing to meet the stressful response times (SLA) demanded by directors of multi-level companies. They required not just basic technical support or "machine formatting," but real integration into the corporate domain and administration of restrictive policies throughout Guatemala for high-value terminals.
The Solution
I took full technical responsibility. I executed central control via Active Directory, creating aggressive Group Policy Objects (GPOs) where necessary, standardizing the profiles of all remotely connected collaborators to prevent intrusions and risky installations. I provided on-demand VIP telephone and remote support for ERP and exotic peripheral failures.
Key Results
Consistent monthly compliance with rigorous Outsourcing contract metrics.
Decrease in recurring tickets through root-cause analysis and GPOs.
Tech Stack
Case Study
IT Support Outsourcing Management
The Challenge
Missed SLAs
External providers failing to meet response times demanded by multi-level company directors.
Insufficient Support
Real integration into corporate domain and policy administration throughout Guatemala required.
The Architectural Solution
Central Active Directory
Control via aggressive GPOs standardizing profiles and preventing remote intrusions.
VIP Support
On-demand telephone and remote support for executives facing ERP and peripheral failures.
Root-Cause Analysis
Root-cause analysis to identify and eliminate sources of recurring tickets.
The Impact and Evidence
SLAs Exceeded
Consistent compliance exceeding 99% of monthly agreed-upon SLAs in outsourcing contracts.
Tickets Reduced -45%
Massive decrease in recurring tickets through GPOs and root-cause analysis.
Secure Environment
Tamper-proof environment from end users thanks to restrictive policies.
Ready to transform your infrastructure?
Let's talk about how to optimize, secure, and modernize your systems with solutions that generate real impact.
Contact Via LinkedIn