SUCCESS STORY Dispatch , Scheduled Visits and Dedicated Support for 36+ Locations in 18 Countries for Large Wind Turbine Manufacturer
About the Client
One of the World’s Largest Wind Turbine Manufacturers.
Dispatch , Scheduled Visit and Dedicated Support
Number of Countries & Sites
36+ locations in 18 countries
Challenges in managing increased workload and requisite standards and instructions to manage new workforce efficiently.
A large-scale cyber attack resulted in major loss of data and system crashes across multiple sites in Europe and Asia.
Extended support was required to ensure business continuity with majority of workforce working remotely during the COVID lockdown.
Remote users based in Germany, Brazil and Spain had to be supported.
Hardware monitor exchange activities for the new joiners and existing users had to be carried out in such a scenario.
Solution & Visible Results
Total IT Global prepared SOPs and Runbooks for engineers to ensure retention of knowledge for each replacement/backfill engineers at German sites. These SOPs and Runbooks were standardised for all client locations and applied across all geographies.
Resources were aligned at multiple locations on an immediate basis to successfully support and complete all reimaging activities within 8 weeks to cover 9 countries, to ensure users rejoin the network in time.
A Temporary Hub setup was set up to support the users located in Tianjin, China who were working from home. Here resources provided end-to-end support by imaging and dispatching the devices. Total IT Global not only supported users by providing Direct to Home services, but also coordinated with logistics partner to ensure timely shipment of devices directly to the user’s home location.
Bilingual Service Desk engineers resolved issues for end users and coordinated with offshore L2 support team in English language. Service Desk resources not only supported with first level incident triage, but also ensured escalation of tickets to the right channel.
Total IT Global’s single line accountability for a complex combination of requirements created a 360-degree experience for the client, incorporating aspects right from logistics, procurement, imaging, OS deployment, all the way to decommissioning of old IT assets by issuing Green certificates as per respective country norms.
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