AST-A`s AST Outsourcing`s Service Desk Services Division has implemented a 24-hour helpdesk for mining support group GMSI. The contract is worth about R150 000 and involves the integrated disciplines of helpdesk, problem management and change control.
The site, which went live today, is located at AST Outsourcing`s central Service Desk Service facility in Pretoria. The helpdesk is run on the Remedy Action Request System, supplied by AST-A`s Enterprise System Management business unit.
The deal involves GMSI`s client base, as well as GMSI itself, having access to the helpdesk via a wide area network. Essentially two client tables, GMSI and its clients, will be accommodated. This means agents have access to a database of clients and the products they use, in order to troubleshoot and help solve problems.
AST Outsourcing`s Service Desk Services will provide Remedy training to about 35 GMSI support personnel.
According to divisional manager of Service Desk Services, Johan Wessels and senior analyst Anette Erasmus, this is an ongoing contract, which will grow with performance based on mutually agreed service-level agreements.
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