Managing off-peak customers can be a perennial challenge if you are an ISP, Data Center or Web Hosting company. While you are clear that your customers deserve nothing short of the best – the assurance of 24x7 virtual Service Desk solutions, the costs of staffing and managing a 24x7 support environment can quickly melt away your profits, especially at those off-peak prices.

Presenting vDesk, a 24x7 virtual Service Desk solutions from GSS America. Backed by a state-of-the-art NOC, ITIL compliant processes, ISO 27001 certified security and flexible engagement and pricing models – vDesk™  makes the job of setting up an on-demand 24x7 virtual Service Desk solutions or upgrading your 8x5 service a breeze.

Finally, making the choice between customer delight and cost management is easy – both on your conscience and your budgets!

Connectivity Service Desk Solutions:

• Dial up, broadband and wireless access troubleshooting
• Email service troubleshooting
• VoIP service troubleshooting

Web Hosting Service Desk Solutions:

• Apache and IIS web server operation and configuration
• Email and FTP server operation and configuration
• Support for popular control panels including cPanel, Plesk, Ensim and more

VoIP Service Desk Solutions:

• Installation and service support
• Equipment and network troubleshooting
• Service feature support

GSS America’s Helpdesk Process Overview:

GSS America’s end-to-end network monitoring services covers critical components and incident points that include:

• Wireless Access Points / Routers
• Managed Routers and Switches
• Load Balancers
• Firewalls
• IDS
• IPS
• VPN
• WAN Links
• IP PBX
• VOIP servers
• Proxy Servers
• Switches
• DNS
• Windows Servers
• Unix/Linux Servers
• Application Servers

Services include:

• 24x7 Network/Server Monitoring: State-of-the-art NOC to monitor your network and server infrastructure 24x7, ensure that your network functions at its optimum level and that effective performance & capacity planning practices are in place
• Network Devices Management: 24x7 monitoring and alert notification for network devices such as firewalls, load balancers, routers, switches and hubs
• Network Performance Management: Monitor network thresholds and effective management and administration of network usage
• Server Management: 24x7 monitoring and alert notification for Windows, Unix/Linux and Application Servers
• Event notification and problem management
• Proactive detection of network/server degradation and reporting visibility of spare capacity and utilization trends
• Documentation and asset tracking
• Resource distribution for (24 x 7) NOC Management
• Disaster recovery and Business Continuity Planning

• 24x7 support and monitoring for systems and network infrastructure that is capable of scaling up and down with usage and demand at the cost of maintaining a 8x5 support overhead
• Dynamic resource management – the right level of resources as and when you need them – no need to keep expensive resources on stand-by
• One-stop network/server management across multiple offices or branches and links with varying complexity levels (bandwidth, routers and links)
• Management of multiple operating systems, servers and technologies
• Standards and compliance adherence and reporting
• Real time visibility through monitoring consoles and dash boards

• Reduced operational costs due to improved Mean Time Between Failures (MTBF) and the ability to predict performance issues
• Improved customer satisfaction by higher availability of applications and services
• Reduced attrition and customer churn through improved customer experience.
• Increased profitability through more efficient use of network/server assets
• Lower downtime incidences protects against potential revenue losses
• Allows increased focus on your core business
• Industry-leading service delivery and support teams operating under mature service and process standards (ITIL, ISO20000, ISO27001)

GSS America helps a name brand US Retailer save on network/server monitoring and helpdesk costs and improve service delivery to their internal customers

Client:
A large US Retailer with more than 400 outlet stores and 2 remote Data Centers running a complex network comprised of multiple networks both internal and external, both distributed and centralized servers and a dedicated connection to each of the more than 400 store locations.

Challenges:
The client approached GSS America to optimize their server and network management, move their centralized Data Centers to Virtualization, shift their network monitoring practices from re-active to pro-active, ease administrative requirements, and provide more reliable service to their users while reducing their costs.

GSS America’s solution:
GSS America’s remote network/server management( Monitoring) and helpdesk support services helped the client move from a distributed support and help desk available 8x5 to a 24x7 support environment offered from a single location, significantly improving their network efficiency and end-user service.  In addition, GSS moved more than 20 different systems into a VM Ware based Virtual Environment running from 3 state of the art servers which reduced complexity and generated cost savings in terms of power, cooling and service requirements while providing redundancy and High Availability.

 GSS America’s ITIL compliant processes, dynamic resource management and improved planning and performance optimization not only helped the customer offset the cost of migrating to a 24x7 support environment, but also delivered significant ROI through

• Improved communication between IT and business: The ability to generate reports based on bandwidth usage and network/server availability has been important to the client’s ability to demonstrate overall network/server performance and how his team responds to issues and risk.
• Improved planning and performance optimization: Network traffic analysis is used to support business cases for implementing IT changes such as adding bandwidth or hardware, deploying server load balancing solutions and implementing best practices.
• Increased Network/Server Historic Performance Metrics: By tracking and documenting short term changes in network/server performance, as well as long term usage trends, the client could implement strategies and best practices that not only diagnose network problems quickly and effectively, but that also help mitigate risks before they occur, optimizing overall network performance.

Business benefits

• Over 40% cost savings and 60% resource savings, helping the client focus these resources on more strategic projects
• Customer Satisfaction improved by 30%, leading to happier, more productive employees
• Reduced business Impact through proactive network/server monitoring
• Increased first call resolution through effective knowledge management
• Business productivity increased by 15% based on better usage of network and server resources

SLA driven approach

• SLA visibility through check points across the management team at all stages
• Proactive system monitoring and trending
• Help Desk call monitoring through our dedicated Quality team
• Metrics reporting including customer satisfaction and response time

World class infrastructure

• State of the Art NOC with operational area of 15000 sft (expandable)
• Support for many monitoring tools either deployed by GSS or inherited from the customer
• NOC Video Wall for visibility of key systems and infrastructures
• Redundant ISP connections for guaranteed availability
• Best in breed ITIL based Incident Management software and tailored processes
• CC camera enabled monitoring
• High security / Biometric based access protection
• Highly available and resilient network and support infrastructure

Right-skilled people

• ITIL certified team
• Certified service desk engineers
• Team leader with ITIL masters certification
• High level of accent, language and culture orientation

 Fail-safe risk management & mitigation

• Disaster recovery (sites in US and India)
•  Redundant built-in Internet and VOIP setup
• Fire and Natural Disaster proof NOC

Best-of-breed people management

• Among the best employers in the industry
• Ability to attract and retain the best talent – average tenure of senior management team is 8+ years and middle management is 4+ years
• Industry-leading benefits management and career development policies
• Ongoing training, assessments & skills enhancement

Flexible engagement models

Seat-Based Model
This model allows you to base your requirement on a pre-set number of agents to manage your networks and helpdesk. The cost is preset and the seat numbers can be modified as and when demand requires.

Per Device Model
By pricing the engagement based on the devices being monitored and the SLAs required, transparency is maintained while removing the impact of people costs which works best with small to mid size engagements.