Midrand-based Ciber Information International has partnered with FrontRange Solutions SA to win a tender for a new IT helpdesk at Johannesburg`s City Power.
Ciber is an IT services and systems integration firm while FrontRange Solutions is a software and solutions developer headquartered in the US and owned by JSE-listed FrontRange.
FrontRange`s Heat suite of call centre and IT helpdesk solutions will be the engine of City Power`s helpdesk. The project includes service desk management, remote support, asset management and tracking, Web self-service and Crystal Reports analytic solutions.
Ciber, a 100% empowerment firm, has been appointed a FrontRange business partner and is providing consulting, implementation, support and training services.
Ciber was already consulting to City Power when it saw the need to bring greater efficiency to the management of the utility`s IT resources and assets.
"It became clear from our analysis that a service desk that was Web-enabled and fully automated was needed," says Ciber MD Pule Ganyane.
"We looked at partnering with the vendors of various solutions, but Heat has a 99% fit with City Power`s requirements, so we approached FrontRange. We are already targeting other potential customers," he says.
Ganyane says the key aims of the City Power project are to close call turnaround times, identify trends and problem areas, identify which users need what training, and more effectively track and manage licences and other assets.
The project will also enable City Power to document formal policies and business processes, he says.
He expects six of the 10 IT support staff to be freed from responding to user calls and problems to focus more directly on business needs.
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